Head of Churn Management in Sri Lanka at Dialog

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Head of Churn Management

Dialog

| 2023-10-13

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The Job

Develop a comprehensive & effective Churn and Retention strategy to consumer businesses ( Mobile, DTV, HBB) achieve goals.
Closely work with BU heads to understand business problems related to churn and retention, Identify customer segments at high risk of churn, and innovate/develop targeted retention campaigns
Work with the product, marketing, and customer experience teams to identify customer experience gaps leading to churn, develop and implement retention strategies that improve the overall customer experience.
Drive and establish world class AI/ML based automated platforms for Churn management & retention for the group
Work cross-functionally with engineering/IT, design, analytics, product management, operations, and marketing to design and execute Churn Management and Loyalty initiatives
Use data and analysis to identify and track key performance indicators (KPIs) and make data-driven decisions.
Design and Implement downstream process automation for Churn prevention and retention
Stay up-to-date with the latest growth hacking and digital adoption trends and tools and apply them to the Dialog Axiata PLC's business