Customer Insights & Retention Supervisor

Company description:

Digicel Group Limited

Job description:

JOB RESPONSIBILTY  

Developing, executing, and managing the end-to-end customer experience and retention strategies for Digicel Grenada across the business including Business Solutions Mobile and D+. This role ensures that every customer interaction reflects Digicel’s brand values, delivers satisfaction, drives loyalty, and supports business growth.

MAIN DUTIES & REQUIREMENTS

Team Leadership & Development:

• Lead, motivate and develop the retention/customer experience executives and ensure they are equipped with the necessary skills and knowledge to manage retention.
• Set clear goals, performance targets and monitor individual and team performance, and provide regular feedback and coaching to drive continuous improvement.
• Foster a collaborative, high-performing environment that prioritizes customer satisfaction, loyalty and retention.

Customer Experience (CX) & Insights:

• Lead the development and execution of end-to-end customer experience strategies across the business to enhance overall customer experience, customer satisfaction and loyalty.
• Ensure a unified customer experience strategy across all customer touchpoints and channels and ensure CX goals align with business objectives.
• Act as the voice of the customer internally and represent customer needs in strategic discussions.
• Oversee customer relationship management (CRM) strategies to personalize interactions, while monitoring KPIs such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) and driving continuous improvement initiatives.
• Design and lead feedback initiatives (e.g. surveys and focus groups), while actively engaging customers across touchpoints to gain insights into their experience throughout the Digicel lifecycle.
• Translate customer data into actionable insights to inform strategies for improving customer experience and reducing churn.
• Identify pain points and drive cross-functional solutions to improve customer satisfaction.
• Oversee the enhancement of digital touchpoints (website, app, chatbot, etc.) to ensure seamless self-service experiences.

Customer Retention:

• Develop and drive initiatives to reduce churn through targeted campaigns, proactive customer engagement, and value-based messaging.
• Manage customer loyalty programs that reward long-term customers, including special offers, benefits, and exclusive rewards.
• Collaborate with the marketing team to design compelling retention messaging and promotions.
• Monitor customer accounts to identify potential churn indicators and proactively have the retention team reach out to at-risk customers.
• Manage and optimize the customer lifecycle, with a focus on increasing retention, loyalty, and customer lifetime value.

Cross-functional Collaboration:

• Work closely with Marketing, Sales, Technology, Product, and Customer Care teams to ensure aligned and seamless customer touchpoints.
• Influence product development and service delivery decisions based on customer feedback and insights.
• Partner with HR to develop and implement customer experience training programs to ensure frontline staff are empowered to deliver consistent, high-quality customer service.

Reporting and Analysis:

• Track and analyze key performance metrics related to customer service/experience/churn, identifying areas for improvement, and implementing action plans accordingly.
• Prepare regular reports and presentations for management, providing insights and recommendations for enhancing customer experience and improving operational efficiency.
• Use fact-based analysis and diagnostic techniques to develop insights that will improve customer experience with touchpoints across physical and virtual channels.
• Use customer analytics to identify trends, forecast issues, and develop actionable insights.

ACADEMIC QUALIFICATIONS AND/OR EXPERIENCE REQUIRED

• Bachelor’s degree in business, marketing, or a related field
• 2+ years of experience in customer experience, sales operations, retention marketing, or CRM strategy.
• Proven track record in reducing churn and driving customer loyalty in a telecom or consumer services environment.

SKILLS/COMPENTENCIES REQUIRED

• Competency in Microsoft Suite (Word, Excel, PowerPoint, Outlook, etc.)
• Excellent communication and interpersonal skills
• Strong problem-solving skills and the ability to make sound decisions under pressure.
• Committed to delivering exceptional customer service
• Proficiency in using customer relationship management (CRM) software and other relevant tools
• Strong understanding of customer experience methodologies and metrics (e.g., NPS, CES, CSAT)
• Data-driven mindset and strong analytical skills

WORKING CONDITIONS:

• Although working hours are 9 to 5 Monday to Friday, the role may entail working outside of these hours and the candidate should be flexible to meet critical deadlines.

Profile description:

Developing, executing, and managing the end-to-end customer experience and retention strategies for Digicel Grenada across the business including Business Solutions Mobile and D+. This role ensures that every customer interaction reflects Digicel’s brand values, delivers satisfaction, drives loyalty, and supports business growth.