Raj Moudgil Email & Phone Number

Toronto, On, Ca

Ontario, Canada

-Design and implement proactive customer retention strategies that enhance our abilitiesto predict potential churn-Develop and improve processes and guidelines to enhance our retention abilities andmaximize our retention efforts-Establish and maintain competitive analysis processes and documentation, ensuringthere are systems in place to navigate scenarios regarding competitors-Set department KPI objectives and milestones related to ongoing department projectsand initiatives-Implement and improve KPIs to increase visibility of the company retention rate andretention quality-Monitor and continually improve departmental operations based on established KPIs,ensuring steady departmental growth and strong feedback loops with subordinates-Improve and develop key responsibilities of current and future roles within theCustomer Retention department to align with the evolving customer loyalty strategy-Assess individual team lead performance, assessing leadership skills, and ensuringresponsibilities are being fulfilled constantly-Compile customer feedback from various sources (NPS Survey, Cancellation Forms,etc.) to identify trends and areas for improvement-Continuously improve training materials related to customer loyalty andretention-Collaborate with various stakeholders within the Customer Success, Onboarding,Product, Sales and Merchant Processing departments to enhance cross-department collaboration and optimize cross-department customer loyalty/retention efforts-Coordinate with various stakeholders within the organization to equip the CustomerRetention Team and all customer facing roles to better handle scenarios that can impactthe customer’s loyalty-Participate in daily escalation meetings with Senior Leadership including CEO and make critical decisions on action plans for accounts brought to the meeting

Post Graduate Diploma, Business It

Professional Certification, Business Analysis