Retention Manager (Media)

Our client is a telecommunications conglomerate in Thailand, and it's one of the largest telecommunications companies in the country

Job Summary: The Retention Manager will focus on keeping customers happy and loyal to platform package. This includes analyzing customer data, creating programs to retain customers, and working with different teams to improve the customer experience. The ideal candidate should have experience in customer relationship management and a track record of reducing customer loss and increasing satisfaction.

Key Responsibilities:

1. Develop and Implement Retention Strategies:

• Create and carry out plans to reduce customer loss and increase loyalty for platform package.
• Use data to identify customers who might leave and take steps to keep them.

2. Customer Relationship Management:

• Lead efforts in personalized communication, targeted campaigns, and loyalty programs.
• Improve customer engagement using CRM tools.

3. Data Analysis and Insights:

• Analyze customer behavior and feedback to find ways to improve retention.
• Create reports and share findings with senior management, providing actionable recommendations.

4. Team Leadership:

• Manage a team of customer retention specialists, offering training, support, and performance reviews.
• Encourage a collaborative and high-performing team environment.

5. Cross-Functional Collaboration:

• Work closely with marketing, sales, product development, and customer service teams to ensure retention strategies align with business goals.
• Coordinate with content teams to provide relevant and engaging content to customers.

6. Customer Feedback Management:

• Set up processes for collecting, analyzing, and acting on customer feedback.
• Implement improvements based on customer insights to enhance their overall experience.

7. Program Implementation:

• Launch and manage retention programs such as loyalty rewards, personalized content recommendations, and proactive customer support.
• Monitor and assess the effectiveness of retention programs, making necessary adjustments.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Experience in customer retention, customer relationship management, or a similar role.
• Proven track record of developing and executing successful retention strategies.
• Strong analytical skills with the ability to interpret data and provide actionable insights.
• Excellent communication and interpersonal skills.
• Experience with CRM tools and customer feedback management systems.
• Strong leadership skills with the ability to manage and motivate a team.
• Ability to work well with cross-functional teams.
• Knowledge of the television and OTT industries is a plus.

Benefits:

• Competitive salary and performance-based bonuses
• Health, dental, and vision insurance
• Retirement savings plan
• Paid time off and holidays
• Professional development opportunities
• A dynamic and supportive work environment