Client Retention Specialist

Role Summary: The Client Retention Specialist will be responsible for developing and implementing strategies to ensure long-term customer loyalty and satisfaction for our sports and leisure retail offerings in India. This role requires a proactive approach to understanding customer needs, addressing concerns, and fostering strong relationships to minimize churn and maximize lifetime value.

Key Responsibilities:

• Develop and execute retention strategies tailored to the Indian market for sports and leisure products.
• Monitor customer behavior, identify at-risk segments, and implement proactive engagement plans.
• Analyze customer feedback and data to identify areas for improvement in product, service, and experience.
• Build and maintain strong relationships with key customers through personalized communication and support.
• Collaborate with marketing, sales, and customer service teams to ensure a cohesive customer journey.
• Manage loyalty programs and exclusive offers to incentivize repeat purchases and engagement.
• Track and report on key retention metrics, such as churn rate, customer lifetime value, and Net Promoter Score (NPS).
• Proactively identify and resolve customer issues to prevent dissatisfaction and churn.