Xenith IG is a leading digital infrastructure provider in the Asia-Pacific, owning and operating high-capacity underground dark fibre networks across the region. We are a trusted provider of connectivity and dark fibre solutions, enabling businesses to scale and innovate in the digital economy.
Our high-performance and scalable network solutions connect data centres, hyperscalers, cable landing stations, and enterprise facilities, delivering low-latency, high-capacity data transfer that supports clients across industries. With resilient, secure, and future-ready infrastructure, we empower organisations to thrive in an increasingly digital world.
Role Overview
We are seeking an RFP & Customer Retention Specialist to support proposal execution and customer retention initiatives across the business. This is an individual contributor role focused on delivering high-quality RFP/RFI responses and supporting data-driven efforts to reduce customer churn and improve customer experience.
The role works closely with Sales, Solutioning, Operations, Finance, Legal, Marketing, and Provisioning teams to ensure timely proposal submissions and to identify opportunities to improve customer engagement and retention.
Key Responsibilities
RFP & Proposal Support
- Support the end-to-end RFP/RFI process, from opportunity intake to final submission.
- Review RFP requirements and coordinate inputs from internal stakeholders to ensure completeness and compliance.
- Track timelines, manage documentation, and follow up with contributors to ensure on-time submissions.
- Assist in preparing proposal responses, executive summaries, and customer-facing narratives.
- Maintain proposal templates, standard responses, and a centralized RFP content repository.
Proposal Writing & Quality Control
- Edit, proofread, and format proposal content for clarity, accuracy, and consistency.
- Ensure responses align with customer requirements, internal guidelines, and branding standards.
- Coordinate internal reviews and incorporate feedback prior to submission.
- Support validation of pricing, commercial terms, and technical details with relevant teams.
Cross-Functional Collaboration
- Work closely with Sales and Solutioning teams to understand customer requirements and bid priorities.
- Liaise with Operations, Finance, Legal, and other SMEs to gather accurate proposal inputs.
- Collaborate with Marketing on customer messaging, case studies, and retention-related communications.
- Support Sales and Provisioning teams with data and insights for customer follow-ups.
Customer Retention & Churn Support
- Monitor basic customer usage, engagement, and account health indicators.
- Support churn analysis by preparing reports, dashboards, and summaries.
- Assist in identifying accounts at risk of churn and supporting retention outreach initiatives.
- Support retention programs such as win-back campaigns, targeted communications, and customer education efforts.
- Collect and organize customer feedback and voice-of-customer inputs.
Reporting & Continuous Improvement
- Track proposal metrics such as response volume, submission timelines, and win/loss outcomes.
- Support post-submission reviews and document lessons learned.
- Identify process improvements to enhance proposal efficiency and quality.
- Maintain organized records for reporting and audit purposes.
Requirements
- Bachelor's degree in Business, Marketing, Communications, Operations, or a related field.
- 35 years of experience in RFP coordination, proposal support, sales operations, customer success, or a customer retentionrelated role.
- Strong written communication skills with the ability to edit and craft clear, customer-focused proposal content.
- Comfortable working with data and reports; strong proficiency in Excel and document collaboration tools such as SharePoint or Google Workspace.
- Experience using CRM systems (e.g., Salesforce) or proposal management tools is an advantage.
- Exposure to customer engagement tracking, churn reporting, or lifecycle analysis is a plus but not required.
- Strong organizational skills with the ability to manage multiple deadlines and coordinate across teams.
- Ability to work effectively with cross-functional stakeholders including Sales, Operations, Finance, Legal, and Marketing.
- High attention to detail with a focus on accuracy, compliance, and quality.
- Customer-first mindset with an interest in improving customer experience and reducing friction across the lifecycle.
This role is open only to candidates who are currently residing in Singapore. Due to the high volume of applications, only shortlisted candidates will be contacted.
