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- Develop and monitor a robust retention program.
- Resolve complaints and handle outbound/inbound communications.
- Engage stakeholders in growth and retention initiatives.
- Coordinate with field support managers on retention training.
- Create and distribute retention, churn, cancellation, revenue, and subscriber base reports.
- Set annual plans for new subscriptions and cancellations.
- Implement End of Update strategies.
- Participate in business planning workshops and project groups.
- Maintain procedure documents and explore RCI opportunities.
- Drive solutions and improvements for subscription programs.
- Resolve customer care, admin, and retention queries via calls and emails.
- Cover subscription phone lines and manage customer inbox.
- Handle subscription cancellations, attempt retention, and process cancellations when necessary.
- Escalate unresolved subscription queries as required and ensure completion by end of day.
- Monitor and review subscription programs and policies.
- Investigate and resolve escalations and complaints.
- Represent the department in various meetings and workshops.
- Train internal associates and franchisees.
- Participate in end of update planning and promotions.
- Manage NOL policies and processes.
- Handle subscription marketing projects.
- Support Subscription Account Manager in collections.
- Professional telephone manner and excellent computer skills.
- Strong written and verbal communication skills.
- Ability to work independently with strong negotiation and organisational skills.
- Understanding of leadership principles.
- Adaptability/Flexibility
- Attention to Quality
- Communication & Influence
- Continuous Improvement
- Team Success
- Safety & Working Conditions
- Service Excellence
- Decision Making
- Motivation
- Developing Others
- Self-Development
