Customer Churn & Retention Analyst

✔ Age: 30–36 years
✔ Strong analytical, critical-thinking, and problem-solving skills.
✔ Advanced proficiency in MS Excel, including Pivot Tables, advanced formulas, dashboards, and data analysis.
✔ Knowledge of Power BI, SQL, CRM, and Billing Systems will be an added advantage.
✔ Good understanding of the ISP customer lifecycle, broadband packages, billing, complaints, service quality, and disconnection processes.
✔ Strong knowledge of customer behavior, churn analysis, and retention strategies.
✔ Ability to translate complex data into actionable business insights and recommendations.
✔ Strong communication, coordination, and presentation skills.
✔ Ability to work with large datasets and identify meaningful trends, patterns, and business risks.
✔ Strong business acumen with a customer-centric and data-driven mindset.

Agni Systems PLC, one of Bangladesh’s trusted ISO-certified and innovative Internet Service Providers (ISPs), has been serving the industry for over 30 years with nationwide operations.

We are looking for an experienced Customer Churn & Retention Analyst to analyze customer churn, identify key reasons behind cancellations and inactivity, and develop data-driven strategies to improve customer retention, reduce revenue loss, and increase customer lifetime value across retail and reseller-based Internet services.

Key Responsibilities

Customer Churn & Data Analysis

✔ Monitor and analyze customer churn, disconnection, suspension, downgrade, and inactivity trends.

✔ Identify key churn drivers, including service quality, pricing, competitor offers, customer complaints, payment issues, relocation, and network availability.

✔ Prepare regular churn, retention, and customer movement reports for Management.

✔ Segment customers based on usage, tenure, ARPU, payment behavior, complaints, and churn risk.

✔ Identify high-value and high-risk customers requiring proactive retention initiatives.

✔ Analyze the customer lifecycle and identify critical stages where customers are more likely to churn.

Retention & Customer Recovery

✔ Develop and implement proactive customer retention and win-back strategies.

✔ Coordinate with Customer Service, NOC, Sales, Billing, Collection, and Technical teams to address churn-related issues.

✔ Follow up with customers requesting disconnection or showing signs of churn and identify opportunities for retention.

✔ Develop customer-specific retention offers, service solutions, upgrades, and recovery initiatives in coordination with Management.

✔ Monitor retention campaign performance and recommend improvements.

✔ Maintain a structured database of churn reasons, retention actions, and customer recovery outcomes.

ISP Retail & Reseller Analysis

✔ Analyze churn and retention performance by retail sales channel, territory, package, reseller, and customer segment.

✔ Identify resellers or sales channels with unusually high churn rates and recommend corrective actions.

✔ Monitor reseller-level customer acquisition, retention, disconnection, and revenue trends.

✔ Work closely with Reseller Support and Sales teams to improve retention across reseller portfolios.

✔ Analyze customer migration between packages, resellers, service areas, and competitors where relevant.

Revenue & Business Analytics

✔ Analyze the impact of customer churn on revenue, ARPU, subscriber base, and customer lifetime value.

✔ Prepare churn forecasts and identify potential revenue risks.

✔ Track key KPIs, including Gross Churn, Net Churn, Retention Rate, ARPU, Customer Lifetime Value, Reactivation Rate, and Win-Back Rate.

✔ Analyze campaign and offer performance to measure retention ROI.

✔ Provide data-driven recommendations to Management regarding pricing, packages, service quality, and customer engagement.

Reporting & Management Support

✔ Prepare daily, weekly, and monthly churn and retention dashboards and reports.

✔ Present key findings, trends, root causes, and actionable recommendations to Management.

✔ Maintain accurate churn databases and ensure data consistency across CRM, billing, and customer management systems.

✔ Develop actionable dashboards and reports using Excel, Power BI, or other analytical tools.

✔ Support Management in strategic decision-making related to customer retention, revenue protection, and sustainable business growth.