Senior Customer Acquisition, Onboarding & Retention Specialist

Job Purpose

Own early-life customer performance (0–90 days AON), >15 days post-expiry recovery , and winback strategy through journeys and treatments that improve survival, renewals, and reactivation. Provide acquisition quality feedback to Sales/Channels. 

Job Responsibilities

• Design 0–90 onboarding journeys (activation, usage build, early churn prevention) for all new customers 
• Own post-expiry treatment logic and lapsed/winback journeys (>15 days) 
• Drive save actions for at-risk cohorts using propensity models and rule-based triggers 
• Track acquisition quality by channel/geography/cohort and provide actionable feedback to Sales/Channels team 
• Align with Campaign Ops (via Manager) on always-on renewals + triggered programs 
• Monitor 30/60/90-day survival milestones and iterate journeys based on performance 
• Brief all 0-90 and retention offers through Manager (within Product guardrails) 

Job Requirements

Education & Qualification: 

• Bachelor's degree (Business, Marketing, Analytics) 

Working Experience:

• 4+ years in CVM/retention/onboarding in telco or subscription business 
• Experience with churn prediction models and save program design 

Specific Skills:

• Journey design (triggered, lifecycle-based), retention analytics 
• Propensity model usage (churn, winback) 
• Cross-functional collaboration (Sales feedback loop)