AddressReactive 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 - Operations Mng & Governance, Team Skill development on Retention capabilities, Customer Engagement via Holiday Planning & timely fulfillment of commitments, Reactive retention performance via reducing cancellation & non payments,
- Strategize and implement solutions for best-in-class services across touchpoints to ensure maximum engagement and minimum leakage of revenue because of Cancellations and non-payment
- Lead a team of 12+ Retention executives and ensure VRMs'. 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.
- Work closely with Cross Functional teams for member engagement activities.
- Maximize GCIR (L2) & GCR (L3) Retention Performance (with Payment realization)
- Drive team engagement, RnR programs to upkeep morale & minimize attrition.
Key Area Accountabilities:
Retention Efficacy & Experience Management :
- Ensure maximum retention & holiday taken by members through skill mapping & personalized servicing programs thru various automations and communications
- Drive CaPS/NPS & Quality Scores for Outbound Operations.
- Drive holiday realization, fulfillments of requests & minimize refusals in coordination with respective stakeholders.
- Designing new SOPs to ringfence base & Strengthening governance - Managing the process of membership transfers
- Drive Win-back campaign for Eligible members in co-ordination with RCI partner
- Arrange and attend stakeholder meetings with cross functional team members and ensure all points discussed are responded to within agreed timeline
- Leverage new CC tech omni-channel solutions (to manage voice + non voice interactions on 1 platform) & Work on Capability building programs to simultaneously cater multiple languages, skillsets centrally.
- Lead cross functional projects to increase retention
Reactive Retention Performance:
- Managing the outbound retention team of 12 inhouse executives in a professional manner while keeping and improving member relationship rescue processes across all touchpoints.
- Strengthen Governance to ensure 100% attempt, close looping & fulfilments of commitments within TAT to minimize escalations/ disputes.
- Manage dashboards, analysis on various levels and develop insights to devise business strategy around ring-fencing the members
- Ensure quality conversations with the members for maximizing retention
- Ensure high net retention rates - both Level 2 (IR retention) and Level 3 (GCR retention)
Education and Experience:
- Should have minimum 6 years of experience in Retention / Renewal related roles via OBCC operation or VRMs; preferably with Telecom, Ecom or Financial organizations.
Skills & Behavioral Attributes:
- Service Delivery & Operations Management,
- Operations Management - Resource Planning, Schedule Adherence, Roaster & Attrition
- Governance & SOP Compliance - Audits & Quality Initiatives.
- Training & Skill Development - New hire screening, certification, TNI & capability building initiatives
- Customer Servicing Skills - Persuasive, Negotiating and Influencing Skills
- Team management. & Employee Engagement - Excellent Interpersonal Skills as this role would require cross functional interactions.
- Must also be an Excellent communicator so that he/she can guide their teams and encourage colleagues to maintain the highest standards of quality
