- Develop and implement effective strategies to drive subscription renewals and ensure high renewal rates.
- Analyze renewal data, identify trends, and recommend proactive measures to increase renewal percentages.
- Develop initiatives to win back past exited customers and prevent further churn.
- Conduct customer surveys, gather feedback, and propose retention strategies based on customer insights.
- Oversee the complaint management process, ensuring prompt customer issues and grievances resolution.
- Establish and maintain effective customer communication channels, providing timely updates and resolutions.
- Collaborate with various internal departments, such as technical support, sales, and billing, to ensure customer issues are resolved efficiently and in a timely manner.
- Act as a liaison between the hub and other departments to address customer concerns effectively.
- Manage relationships with corporate clients, addressing their specific needs and ensuring high satisfaction levels.
- Work closely with the corporate sales team to identify opportunities for upselling and cross-selling services.
- Develop and implement strategies to drive growth in renewal percentages and reduce churn rates.
- Analyze market trends, competition, and customer behaviour to devise effective retention and growth strategies.
- Lead and manage a team of customer service executives, providing guidance, training, and motivation.
- Conduct performance evaluations, identify skill gaps, and implement development plans to enhance the team's performance.
- Bachelor's degree in Business Administration, Marketing, or a related field. MBA is a plus.
- Strong understanding of subscription-based business models and customer lifecycle management.
- Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
- Demonstrated leadership and people management skills.
- Results-oriented mindset with a focus on achieving targets and driving customer satisfaction.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
DGM -Billing & Collection- Mumbai - Corporate Chemistry
Description
Level: DGM
Division: Billing & Collection
Location: Mumbai
Experience Required: 12-15 yrs
Job Description: Hub Head (Mumbai, Pune, Aurangabad & Surat)
Position Summary:
As the Hub Head for Mumbai, Pune, Aurangabad, and Surat cities, you will be responsible for overseeing the operations and management of the region . Your primary focus will be subscription renewals, retention of past exited customers, complaint management, smooth coordination with other departments, handling corporate customers, devising growth strategies, and people management.
Responsibilities:
Subscription Renewals:
Retention of Past Exited Customers:
Complaint Management:
Coordination with Other Departments:
Handling Corporate Customers:
Strategy for Growth and Churn Reduction:
People Management:
Requirements:
Offerable CTC: 23 LPA
If interested, kindly share your CV for further process to