Role Purpose Support sustainable FTTH subscriber retention by monitoring account health, payment and usage signals, and coordinating approved rebuy and win-back activity. Scope of Work 1. FTTH Base Health — Review payment activity, tenure cohorts and churn risks across serviceable Fiber accounts. 2. Early-Life Monitoring — Flag onboarding and installation-related problems affecting continued subscription. 3. Proactive Retention — Coordinate approved win-back and customer save programs with national functions. 4. Customer Outreach — Support appropriate renewal, payment reminder and engagement campaigns. 5. Issue Routing — Refer technical service problems to Home CX and Fiber delivery owners. 6. Reporting — Summarize survival, churn and recovery trends and recommend local actions. Requirements Education and experience Bachelor’s degree in Business, Marketing, Engineering, Operations or a related discipline, or equivalent relevant professional experience. Experience in fixed broadband customer lifecycle, service support or retention operations. Functional competencies Customer cohort analysis; retention execution; issue coordination; customer contact. Strong spreadsheet, presentation and reporting literacy appropriate to the role. Behavioral competencies Ownership and follow-through; clear communication; collaboration across functions; analytical problem-solving; customer and commercial orientation. Leadership and decision complexity should be assessed in proportion to actual role scope.