Customer Retention Manager

Company Description Spandana Sphoorty Financial Limited (SSFL) is a Non-Banking Financial Company (NBFC) licensed by the Reserve Bank of India and reclassified as an NBFC-Micro Finance Institution in 2015. Established in 1998 as a society, SSFL focuses on providing financial services aimed at improving the socio-economic status of low-income households, particularly women in rural and urban areas. The company employs a group-based and individual micro-credit lending model while offering additional products like farm equipment loans and loans against gold. Spandana is deeply committed to empowering individuals by enabling better livelihoods and enhancing self-esteem. Role Description This is a full-time, on-site role for a Customer Retention Manager based in Godda. The role involves designing and implementing customer retention strategies to reduce attrition and foster loyalty. Key responsibilities include analyzing customer data, developing tailored retention plans, handling customer concerns, and ensuring high levels of customer satisfaction. The manager will collaborate with other teams to address client needs and monitor feedback to further enhance the customer experience. Qualifications • Customer Retention and Customer Satisfaction expertise, with a strong focus on building long-term client relationships • Analytical Skills to evaluate customer feedback and behavior, and convert insights into actionable strategies • Strong Communication and Customer Service skills to effectively address customer queries and concerns • Proven problem-solving abilities and attention to detail • Proficiency in customer relationship management (CRM) tools is an added advantage • Prior experience in financial services, particularly in microfinance, is a plus • Bachelor's degree in Business Administration, Finance, Marketing, or a related field