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Senior Executive, Retention and Base Value Management

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Date: 08-Sep-2021

Location: StarHub Green

Company: StarHub Ltd

Job Description

This role encompasses the planning  and execution of segmented campaigns for retention and churn management, drive upsell and cross sell initiatives to meet monthly and yearly churn targets. 



  • Drive and manage churn minimization activities through campaigns, in accordance with existing retention policies and to meet churn targets
  • Plan and execute segmented “Upsell” campaigns to increase ARPU of existing customers within same service line; “Cross Sell” campaigns to sell additional services to existing customers, to meet monthly and yearly targets
  • Perform in-depth post mortem analysis with Analytic / Data Science team on the effectiveness of A/B experiments and set up framework to present insights to business users to improve performance
  • Continually evolve performance metrics to track and develop dashboards to track campaign results
  • Work with Analytics and Data Science team to incorporate relevant insights from various analyses and data science models to enhance campaign output
  • Recommend improvement in processes to automate campaigns, to derive a holistic Customer Lifecycle stage-based approach and ensure adherence of contact policy


  • Degree in Management, Computing, technology or a closely related field
  • Minimum 4-6 years work experience, at least 2-3 years in telco/Service industry managing Campaign operations
  • Good working knowledge with relational databases, query authoring (SQL) and Tableau
  • Knowledge of data collection, transformation, dashboarding, reporting
  • Product development, Project management, planning, execution, closure and reporting
  • Vendor Managementapproach and ensure adherence of contact policy


*We regret that only shortlisted candidates will be notified.