01Overview
Key Responsibilities
To manage a large Card Retention setup comprising Agents (approx. 20 FTEs)
The Credit Card Retention Manager is responsible for developing and executing customer retention strategies to reduce credit card attrition, increase portfolio profitability, improve customer engagement, and enhance customer lifetime value.
Manage end-to-end retention programs for credit card customers.
Develop and implement customer retention strategies to reduce card cancellations and portfolio attrition.
Analyze closure requests and identify root causes of customer churn
Monitoring request TAT and Closure TAT end to end.
Implement initiatives to improve customer satisfaction and Net Promoter Score (NPS).
Identify service gaps and recommend corrective actions.
Design, execute, and measure retention campaigns through multiple channels including tele-retention, SMS, email, mobile banking, and contact centres. .
