What's The Role The role of the Retention Analyst in Trinidad will be responsible for analyzing customer behavior, churn risk, and account performance for B2B segments (Enterprise and SMB) across the Caribbean markets. This role provides actionable insights to the Proactive Retention, Reactive Retention, and Strategic Loyalty teams to improve retention rates and reduce churn. The analyst will collaborate closely with Customer Care, CVP, strategic accounts team and Data Engineering, identifying patterns in customer data and recommending targeted retention strategies.
What You'll Do Strategic Leadership & VisionTake the actions as part of the team for enterprise-wide churn and retention strategy across B2B ensuring alignment with commercial objectives. Drive customer-centric transformation by integrating retention into long-term product roadmaps and CVP planning. Serve as a strategic advisor to executive leadership on churn risks, retention forecasts, and CX innovation. Churn Analysis & ReportingAnalyze churn risk models and retention dashboards to identify at-risk accounts. Segment customer base by churn probability, revenue impact, and strategic importance. Provide weekly and monthly retention performance reports to the Retention Manager.
Conduct root cause analysis for churn events, providing insights to stakeholders. Provide a list of contract expiration dates, with meta data to be used by the retention teams in the upcoming campaigns. Campaign Performance MonitoringMonitor campaign performance (proactive and reactive) and suggest optimizations. Work with Account Managers and Retention Specialists to design targeted save offers. Collaboration and Stakeholder SupportCollaborate with the Data Engineer to improve data quality and model accuracy. - Support ad-hoc data requests from senior management for decision-making. Tools Use platforms like Salesforce, Tableau, and SQL to manage data and campaign execution.
Support integration of churn insights into CRM systems for better targeting. Create local and regional benchmarks and data to be able to better negotiate contracts. What You'll Need Knowledge & ExperienceEducation: Bachelor’s degree in business, Marketing, Analytics, Computer Science. Experience: 2-4 years in customer retention, business analytics, or customer lifecycle management—ideally in telecom or B2B services. Tools: Experience with data tools (e. g. , SQL, Python, BI analytics), CRM platforms, and reporting dashboards. Excel and PowerPoint to show work to senior management. Skills & AbilitiesAnalytical and critical thinking with attention to detail.
Strong communication skills to present complex findings clearly. Problem-solving mindset, able to translate data into actionable strategies. Collaborative approach, able to work across commercial and technical teams. Time management and ability to meet tight deadlines. Proactive attitude in identifying improvement opportunities
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