Customer Churn & Retention Analyst

We are currently seeking a highly motivated and dynamic team player to join our team as an Executive/Sr. Executive. Candidates should have 2-5 years of working experience in Customer Churn & Retention Analyst in the ISP industry.

Agni Systems PLC, one of Bangladesh’s most trusted ISO-certified and innovative ISPs, has maintained over 30 years of nationwide industry leadership. To support our continued growth, we are seeking an experienced in Customer Churn & Retention Analyst will be responsible for analyzing customer churn, identifying the key reasons behind customer cancellations and inactivity, and developing 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, price, competitor offers, customer complaints, payment issues, relocation, and network availability.
• Develop 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 customer lifecycle and identify critical points where customers are 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 who have requested disconnection or shown signs of churn and identify opportunities for retention.
• Develop customer-specific retention offers, service solutions, upgrades, and recovery initiatives in coordination with Management.
• Monitor the effectiveness of retention campaigns 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 customer retention within 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 KPIs such as Gross Churn, Net Churn, Retention Rate, ARPU, Customer Lifetime Value, Reactivation Rate, and Win-Back Rate.
• Conduct campaign and offer performance analysis to measure retention ROI.
• Provide data-driven recommendations to Management for pricing, packages, service quality, and customer engagement.

Reporting & Management Support

• Prepare daily, weekly, and monthly churn and retention dashboards/reports.
• Present key findings, trends, root causes, and 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 business growth.

• Bachelor of Business Administration (BBA) in Marketing
• Bachelor of Science (BSc) in Computer Science & Engineering

• 6 to 10 years
• The applicants should have experience in the following business area(s): ISP

• Age 30 to 36 years

• Strong analytical and problem-solving skills.

• Excellent knowledge of MS Excel, including Pivot Tables, advanced formulas, dashboards, and data analysis.

• Knowledge of Power BI / SQL / CRM / Billing systems will be an advantage.

• Understanding of ISP customer lifecycle, broadband packages, billing, complaints, service quality, and disconnection processes.

• Strong understanding of customer behavior and retention strategies.

• Ability to convert data into actionable business insights.

• Strong communication, coordination, and presentation skills.

• Ability to work with large datasets and identify trends and patterns.

• Strong business acumen with a customer-centric mindset.

Communication and interpersonal skill, Customer Retention, Customer Service Quality Control, Energetic and self-motivated, Expertise on Customer Relationship Management (CRM) handling., MS Office, Proactive and Positive attitude, Problem solving and decision making, Strong analytical and problemsolving skills.

• Competitive compensation package.

• Leadership opportunity in a prominent technology-driven company.

• A dynamic and collaborative work environment.

• Opportunities for growth and contribution to national/international-level digital initiatives.

• Other benefits as per company policy.

• Employment status: Full Time
• Workplace: Work at office
• Vacancies: 2
• Salary: Negotiable
• Job location: Dhaka (Gulshan)