Retention Supervisor

Company description:

About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of apps spanning sports, news, local radio and podcasts and self-care, Digicel is the only operator in its markets that can deliver that.

Serving consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 5,000 employees worldwide work together to make that a powerful reality day in, day out.

Visit www.digicelgroup.com for more.

Job description:

Job Purpose :

The Digicel+ Retention Supervisor will be responsible for developing and executing detailed and methodical strategies to retain or maintain the active Digicel+ subscriber count to budget. This role is a sub cluster role with specialization required in the Ericsson TCRM customer management platform and IX workflow management. Given the nature of the role, strong leadership is required cross-market to enable effective execution. Also, because retention is closely tied to both Finance Collections and a superior end-to-end Customer Experience, the candidate will also be required to recommend and implement initiatives across both peripheral functions.

Key Objectives:

• Churn management across all cluster markets which operate TCRM
• Campaign Management (typically per bill run) to mitigate and minimize non-payment related disconnections
• Voluntary churn mitigation techniques, implementation measures and training to minimize voluntary churn disconnections

Main Duties and Responsibilities:

• Develop a governance framework to enable execution of best practice retention techniques specific to TCRM across the respective cluster markets
• Report to senior management, clearly and concisely, on the daily churn impact per month, including forecasts
• Deeply understand customer behavior, trends as it relates to disconnection and develop customer retention strategies to retain those customers on the base per budget targets
• Perform daily data analysis to quantify the “churn threat” within a given month and work with assigned resources per market to execute mitigation campaigns
• “Know your customers” and collate data regarding reasons for churn with the intention of developing recommendations and strategies to further mitigate. This may include customer age, reason for churn, spend patterns etc
• Use such insights to develop and execute creative offers to customer base which improve customer value and reduce churn
• Build strong relationships with Finance and Customer Service teams to execute churn reduction initiatives
• Understand the balance between commercial profitability, financial controls (in particular bad debt) and the billing active subscriber base
• Develop and introduce proactive retention techniques such as a Digicel+ Loyalty Program
• Work with Business Intelligence on improving/building retention/win-back dashboards
• Work with Business Intelligence to build a predictive churn model
• Develop retention matrix based on customer value and segmentation model, with particular focus on high value (HV) segments
• Understand and manage downgrade trends noting the commercial viability needed per subscriber
• Record and track the use of retention tools and their effectiveness
• Speak directly with customers to understand and resolve escalated issues while mentoring and supporting other members of the Retention team
• Work with Customer Experience to review NPS feedback and collaborate on improvement initiatives
• Ensure the highest level of service in every touch point with the client ie. once a customer falls under the view of the Retention Supervisor, that customer should be treated as a VIP to have their issues resolved and ultimately retained on the base
• Communicate with other cross-functional teams to meet business goals and address any issues that may arise
• Performs other duties as assigned.

Academic qualifications and experience required for job:

• Associates or Bachelor’s Degree in Business, IT or Social Sciences
• At least three years’ experience in a senior Customer Management function
• Working knowledge of Ericsson TCRM platform (customer management) and IX platform (dunning system)
• Capable of presenting analytical churn data to senior management

Specialized knowledge, skills and training Required: (Minimum)

• Natural leadership capability
• Customer-centric with a passion for delivering exceptional service
• Very strong collaborative skills
• Strong Analytical skills
• Excellent verbal and written communication skills
• Excellent Interpersonal skills
• Innovative, resourceful and self-motivated
• Goal oriented and driven towards success
• Strong computer skills including the full suite of Microsoft Office solutions is mandatory
• Strong Time Management skills
• Very strong business skill and acumen
• Strong Task & Team orientation