AddressProactive Retention Lead
Job Purpose:
- He / She will be responsible for customer facing activities throughout customer lifecycle for 280K+ members of Mahindra Holidays Pan India and in international markets.
- Key Areas of contribution will include - Drive Customer Engagement, Holiday Planning, reduce refusal rate & all necessary Proactive retention efforts to improve experience & reduce customer efforts.
- The CLVM head will continuously analyze various factors which are leading to member dissatisfaction, disengagement, non-holidaying, cancellations/non payments and thereby reduce the cancellation inflow and increase persistency and retention.
- Consistent reduction in PE (potential exit) member base & GC IR Inflow.
- Drive holiday(ing) / takers % on propensity model; with special focus to improve accuracy of model across life cycle & product portfolio.
- Explore Non holiday Partnerships & offerings to minimize Service disruptions (ASF, EMI payment cycle delays) & change member payment behavior (shift from luxury to necessity)
Member Engagement and Holiday Planning, Realization:
- Ensure maximum holiday taken from vulnerable base members through various automations, segmentations and communications
- Holiday Planning activities for new member through various touchpoints including sms, calling, whatsapp etc
- Drive transactional NPS KPIs across Touch points - Service Assurance, Refusal reduction, First Call resolution, repeat GCIR reduction.
- Personalized Holiday recommendations & effortless/ hassle free/ digitally assisted planning & bookings.
- Member segmentation and analysis to understand member behaviour and devise offers and communications in coordination with inventory team and marketing team
- Differential servicing approach basis customer value & profile (special focus on influencers, Purple season, HNI, VVIP)
- Drive Perception building programs thru various collaborative programs with MEM & Marketing teams.
Proactive Retention from PE base, improve persistency:
- Improve proactive member retention and reducing inflow of cancellations.
- Consistent reduction in PE (potential exit) member base & GC IR Inflow.
- Uniformly drive L1 retention / ring fencing programs at App, CCE & Branch Ops.
- Understanding Requirements, architecting and designing strategies for reducing member cancellations - Utilize technology for improving payments efficiency - Resolve billing and member credit issues
- Emphasize on holiday planning activities with help from other teams including receivables/collections and branch operations to ensure higher engagement.
- Work closely with Cross Functional teams for member engagement activities & experience management Initiatives.
- Strategize and implement solutions for best-in-class services across touchpoints to ensure maximum engagement and minimum leakage of revenue
Education and Experience:
- Should have minimum 6 years of experience in Experience Mng, Ring fence & Renewal related roles via digital assets & segmented campaign mng; preferably with Telecom, Ecom or Financial organizations.
Skills & Behavioral Attributes :
- Customer Behaviour, Insights & Analytics, Resolution & Experience Mng.
- Predictive churn management - Analytical skill and attention to detail are essential requirements
- Good decision-making skills to make recommendations for improvements and execute timely/correct decisions.
- Excellent Interpersonal Skills as this role would require cross functional interactions.
- Digital Servicing & adoption, Customer Journey mapping, Customer effort reduction, Design thinking
