Customer Retention - Voice / Blended for M.Des Graduates (1-3 Yrs)

Role Summary:
We are seeking a proactive and design-oriented individual with 1-3 years of experience to join our team as a Customer Retention Specialist. This role is pivotal in enhancing customer loyalty and satisfaction within the Oil & Gas sector, leveraging design thinking principles and excellent communication skills. You will be instrumental in developing and executing strategies to minimize churn and maximize customer lifetime value through voice and blended communication channels.

Key Responsibilities:
- Analyze customer feedback and behavior patterns to identify potential churn risks and opportunities for engagement.
- Develop and implement customer-centric strategies for retention, focusing on personalized communication and problem resolution.
- Utilize design thinking methodologies to craft engaging customer journeys and improve service interactions.
- Manage inbound and outbound customer communications across voice and digital channels (blended approach).
- Collaborate with cross-functional teams (e.g., marketing, product) to align retention efforts with business objectives.
- Track and report on key retention metrics, providing insights and recommendations for continuous improvement.
- Design and deliver training materials for customer-facing teams on retention best practices.
- Proactively identify and address customer pain points, ensuring a positive and consistent experience.