Dish TV - Lead - Customer Experience - Usage & Retention (3-8 yrs)

Job Description:

Key Responsibilities:

Customer Usage Analysis:

- Analyze customer behavior data to understand usage patterns, content preferences, and viewing trends.

- Identify key opportunities for improving usage and engagement levels (e.g., higher content consumption, upselling or cross-selling services).

Product and Service Optimization:

- Work closely with the product and technology teams to improve the service offering based on customer usage patterns.

Customer Retention & Engagement:

- Develop strategies to reduce churn through content engagement by encouraging higher engagement with the service.

- Propose loyalty programs or special content packages to keep customers satisfied.

Campaign Management:

- Design and oversee promotional campaigns aimed at increasing usage of specific services or content (e.g., introducing new channels, seasonal packages, or on-demand content).

Customer Segmentation:

- Use data analytics to segment the customer base by usage behavior, preferences, and demographic factors.

- Customize offers and campaigns based on customer needs and viewing habits.

- Customer Feedback and Insights & Cross-functional Collaboration

- Understanding of Usage and Retention. Revenue focus with customer empathy need and Close working with CC, Field Service and Product, IT teams

Revenue Growth:

- Drive strategies to increase Average Revenue per User (ARPU) by encouraging customers to subscribe to additional packages, premium content, or value-added services.

- Identify opportunities for upselling or cross-selling services based on customer usage behavior.

Skills and Qualifications:

1. Analytical Skills

2. Customer-Centric Mindset

3. Marketing Expertise

4. Project Management

5. Communication Skills

6. Technical Acumen