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. Commercial, Customer & Data/AI Capability Leadership : Build and advance customer-centric commercial and AI-driven capabilities by connecting business strategy with churn propensity insights, customer segmentation, personalization, predictive analytics, and Next Best Offer/Action (NBO/NBA) frameworks, ensuring data and technology are translated into tangible business outcomes, retention improvements, customer value creation, and sustainable growth. 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