Job Summary

Lead the Mobile Postpaid Retention function with full accountability for customer retention performance, customer lifetime value growth, churn reduction, and long-term customer value creation across the customer lifecycle. Drive the strategy, governance, and performance of retention programs, customer segmentation, predictive analytics, retention offer management, and revenue recovery initiatives to minimize voluntary and involuntary churn, reduce downsell, and strengthen customer loyalty. Partner closely with Commercial, Product, Digital, Customer Service, Billing Operations, Collections, and Analytics teams to deliver customer-centric retention strategies, enhance customer experience, and achieve sustainable business growth.

Job Responsibilities*

• Retention Strategy & Churn Management: Lead overall retention strategy and performance management framework to achieve voluntary and involuntary churn targets, maximize customer lifetime value, minimize downsell, and strengthen customer loyalty across the Mobile Postpaid customer base.
• Customer Segmentation & Lifecycle Management: Define customer segmentation and lifecycle management strategies, driving personalized retention approaches based on customer value, profitability, behavioral insights, and churn risk profiles to improve long-term customer engagement and retention.
• Customer Analytics & Retention Intelligence: Lead churn analytics, predictive modeling, and customer intelligence initiatives to identify retention risks, uncover growth opportunities, and drive data-driven retention decision-making across the customer lifecycle.
• Reactive Retention & Customer Preservation: Establish retention policies, save strategies, customer journey interventions, and retention governance frameworks to improve customer preservation effectiveness and enhance customer experience during critical retention moments.
• Involuntary Churn Reduction & Customer Continuity Management: Lead cross-functional initiatives with Billing Operations, Collections, Customer Service, and related stakeholders to reduce involuntary churn, improve customer continuity, address payment-related attrition risks, and strengthen long-term customer retention outcomes.
• Performance Governance & Business Management: Own retention performance governance and business outcomes, including voluntary churn, involuntary churn, preservation value, retention investment effectiveness, and net revenue retention, ensuring achievement of strategic business objectives.
• Cross-functional Leadership: Lead cross-functional collaboration across Marketing, Commercial, Product, Digital, Customer Service, Billing Operations, Collections, and Data Analytics teams to drive retention performance, improve customer experience, and deliver sustainable business growth.

Qualifications

Qualification:

• Bachelor's Degree or higher in Marketing, Business Administration, Economics, Statistics, Telecommunications, Data Analytics, or related disciplines.
• Master's Degree preferred.

Experience:

• 10+ years of experience in Retention, Customer Value Management, CRM, Commercial Management, Customer Analytics, Marketing, Telecommunications, or related fields.
• Proven experience leading retention, customer lifecycle management, or CRM functions with direct accountability for business performance outcomes.
• Demonstrated success in reducing churn, protecting revenues, and driving customer value growth.
• Strong people leadership experience managing multiple management layers and cross-functional teams.
• Experience influencing senior leadership and driving enterprise-wide customer initiatives.

Skill and Knowledge:

• Strong expertise in Customer Retention Strategy, Customer Lifecycle Management, and Customer Value Optimization.
• Strong commercial acumen with proven capability in Churn Management, Revenue Growth, and Customer Loyalty strategies.
• Deep understanding of Customer Analytics, Predictive Modeling, Customer Intelligence, and Insight-Driven Decision Making.
• Expertise in Customer Segmentation, Personalized Engagement, and Customer Experience Management.
• Strong capability in Business Performance Management, KPI Governance, and Retention Effectiveness Monitoring.
• Proven ability to lead cross-functional initiatives and influence stakeholders across Commercial, Product, Digital, Customer Service, Billing Operations, Collections, and Analytics functions.
• Strong strategic thinking, problem-solving, and business transformation leadership capabilities.
• Strong people leadership, talent development, organizational capability building, and management skills change.
• Excellent communication, stakeholder management, and executive presentation skills.