Customer Churn & Retention Analyst

Job Description

Title: Customer Churn & Retention Analyst

Company Name: Agni Systems PLC

Vacancy: 2

Age: 30 to 36 years

Job Location: Dhaka (Gulshan)

Salary: Negotiable

Experience:

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

Published: 2026-10-05

Application Deadline: 2026-11-04

Education:

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

Requirements:

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

Skills Required: 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.

Additional Requirements:

• 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.

Responsibilities & Context:

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.

Job Other Benifits:

• Provident fund,Mobile bill,Weekly 2 holidays,Profit share
• Salary Review: Yearly
• Lunch Facilities: Partially Subsidize
• Festival Bonus: 2

• 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

Job Work Place: Work at office

Company Information:

Gender: Both Male and Female can apply

Read Before Apply: Please apply only who are fulfilling all the requirements of this job

Category: Marketing/Sales