Customer Retention & Loyalty Specialist: Data-Driven Subscriber Engagement

In today’s fast-evolving telecom industry, understanding subscriber behavior is crucial for business success. The Customer Loyalty & Retention Analyst plays a key role in analyzing churn trends, developing loyalty strategies, and optimizing customer value management (CVM) initiatives. This position is responsible for identifying commercial opportunities that drive subscriber retention, enhance loyalty programs, and minimize churn across enterprise postpaid, prepaid, and consumer postpaid segments.

Key Responsibilities

This role is structured around strategic planning, execution, capability building, and stakeholder collaboration to optimize customer loyalty and revenue growth.

1. Strategic Analysis & Planning

• Conduct in-depth analysis of subscriber loyalty trends, churn behaviors, and retention patterns to support the company’s Customer Base Management (CBM) strategy.
• Develop data-driven recommendations to enhance customer engagement and improve overall retention rates.
• Provide insights on competitor loyalty programs and pricing strategies to refine internal offerings.
• Support the creation of customer segmentation models to identify high-value subscribers and at-risk customers.

2. Execution & Implementation

• Design and maintain a comprehensive loyalty tracker to monitor and forecast churn and retention performance.
• Conduct monthly deep-dive analysis on subscriber behavior to identify emerging trends and opportunities.
• Establish governance frameworks for postpaid customer value management (CVM) deal creation focused on retention and save campaigns.
• Continuously evaluate the effectiveness of churn reduction initiatives and recommend refinements to improve impact.
• Drive automation of loyalty tracking tools to enhance data accuracy and operational efficiency.

3. Capability Building & Process Enhancement

• Develop automated solutions for data extraction, reporting, and customer retention tracking.
• Integrate customer service insights from call center interactions into predictive modeling to improve churn mitigation strategies.
• Provide training and guidance to teams on best practices in data analytics and subscriber loyalty programs.

4. Stakeholder Engagement & Leadership

• Collaborate with cross-functional teams, including Product Marketing, Brand & Communications, Finance, and Technology, to align loyalty initiatives with business objectives.
• Influence decision-making at senior levels by presenting data-driven insights and strategic recommendations.
• Manage relationships with external vendors and partners to ensure seamless execution of loyalty and retention initiatives.
• Maintain open communication with key stakeholders to facilitate efficient decision-making and conflict resolution.

Challenges & Opportunities

This role involves navigating various business, financial, and technological challenges, including:

• Balancing business expectations with operational realities in terms of data accuracy and timely delivery.
• Managing external partnerships and vendor relationships to ensure seamless execution of loyalty programs.
• Adapting to technological advancements and regulatory changes that impact customer engagement strategies.
• Addressing data integrity concerns to ensure reliable reporting and analysis.
• Implementing cost-effective strategies while maintaining high service quality and customer satisfaction.

Qualifications & Skills Required

Educational Background:

✔ A Diploma or Bachelor’s degree in Mathematics, Engineering, Statistics, Economics, Econometrics, or a relevant Commercial/Science field.
✔ A minimum academic performance of 55%.

Experience & Expertise:

✔ At least 2 years of experience in data analytics, customer retention, or loyalty program management.
✔ Proven ability to analyze churn trends and develop retention strategies.
✔ Strong background in data-driven decision-making and business intelligence.
✔ Commercially astute with an understanding of competitor behavior and market dynamics.
✔ Prior experience in loyalty program analysis and mobile telecom industry (preferred).
✔ Demonstrated ability to influence senior management through insights and structured recommendations.
✔ Strong problem-solving skills with a detail-oriented and results-driven approach.

Competencies & Core Skills

Strategic Thinking & Execution (20%)

✔ Ability to implement business strategies by translating data insights into actionable plans.
✔ Skilled in identifying and executing opportunities for operational improvement.

Emotional Intelligence & Leadership (30%)

✔ Ability to build strong relationships across various business units.
✔ Expertise in managing stakeholder expectations and driving collaboration.

Results-Oriented & Analytical Skills (40%)

✔ Strong problem-solving abilities to drive measurable customer retention improvements.
✔ Expertise in setting priorities, managing projects, and optimizing resource allocation.

Working Conditions & Expectations

• Flexible working hours with occasional after-hours event participation.
• Willingness to travel locally and internationally as required.
• Ability to thrive under tight deadlines and high-pressure situations.
• Adaptability to a fast-paced, dynamic work environment.

Key Performance Indicators (KPIs)

• Successful development and implementation of a loyalty tracker to monitor churn trends.
• Enhancement of customer value management (CVM) strategies to optimize deal creation.
• Accurate churn and retention forecasting to support strategic decision-making.

The Customer Loyalty & Retention Analyst plays a pivotal role in shaping the future of subscriber retention and customer engagement strategies. This role offers a unique opportunity to work at the intersection of data analytics, business intelligence, and customer experience, driving measurable impact on company growth and customer satisfaction. If you have a passion for data-driven decision-making, strategic problem-solving, and customer loyalty, this position is an ideal fit.