A telecom operator is looking for his Loyalty and Retention Manager

ROLE PURPOSE
The Retention & Loyalty Manager is responsible for developing the retention management strategy for the operator and managing the delivery through various customer value management activities. His role is to define, manage and execute direct marketing and other campaigns that will maximise the customer's lifetime value by increasing their tenure and growing their revenues/margins. The objectives of the role are to actively manage churn targets and work closely with relevant business units to reduce churn; to work across the business to develop and manage retention plans for all segments of the customer base with a primary focus on high value customers and to define and manage the execution of the outbound customer contact plans (campaigns, commercial activities, loyalty programmes, etc.) for all retention initiatives.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES
Strategic Thinking and Planning
• Based on departmental objectives, set up a strategy & loyalty program for the consumer base.
• Develop the functional strategy as cascaded down from the company strategy and oversee its implementation throughout the organisation and its operations, to ensure vertical alignment and horizontal integration with other interfacing departmental strategies across the operator.
• Implement a separate strategy for high value segment.
• Plan and set the processes in line with the operator overall strategy and customer experience.
• Review and evaluating situation constantly to improve the methodology of retention plan.
• Work closely with senior management to formulate the retention strategy and objectives.

Managerial Accountabilities
• Monitor the day-to-day operational activities of the section to ensure adherence to operating budget and guidelines for the section goals.
• Manage the relationship with stakeholders, both internal and external– partner establishments, loyalty consultants, advertising agency, vendors (loyalty system vendor, Website management team etc.)

Operational Accountabilities
• Analyse campaign outcomes, draw insights and present results clearly to facilitate sound decision making.
• Clarify roadmap with milestones for implementation.
• Develop a customer-focused attitude toward activities and concentrate on those that most strongly contribute toward improving customer lifetime value.
• Develop and launch partnerships in major categories: retailers, airlines, hotels, and products.
• Extract resolutions from the output of analysis and recommending solutions to reach customer satisfaction.
• Manage a diverse range of customer retention campaigns and initiatives.
• Monitor and report of the necessary KPIs for loyalty.
• Oversee production processes and supporting successful execution.
• Participate in a variety of special projects as requested, including explorations of system or process improvements, new retention categories, and joint projects with Customer Service.
• Utilize all available tools within the given systems to optimize campaign effectiveness.
• Work closely with Marketing and customer care team to analyse reasons beyond customer turn.
• Work with The operator’s Marketing, Sales & Services and Technology units to identify prospective customer value management proposition (e.g. products, services and customer experience elements) demands across the business.

Resource Management
• Monitor overall staff and team’s performance, productivity and quality reports.
• Plan the work shifts according to the business needs.

People Management

• Manage the departmental team of direct and indirect reports through effective recruitment, development, performance management, and succession planning, to maximise team performance and achieve departmental objectives.
• Develop opportunities and ensure coaching.

Budget Management
• Manage the development and consolidation of the departmental budget within own scope, and monitor the department’s financial performance versus the budget, to ensure the exercising of financial authority within established limits and the control of departmental budget expenditure.

WARNING:
- Local contract
- No expatriation benefits

Experience
- Telecom
- In development countries
- Retention / loyalty
- CVM / CBM

Value alignement
• Practise simple, precise and clear communication, comprehension and performance.
• Demonstrate care for internal and external stakeholders.
• Adhere to smart and streamlined operational best practice.
• Facilitate agility and ease of work throughout performance at Awasr.


ROLE REQUIREMENTS
Educational Qualifications
• Bachelor’s Degree in Marketing field, preferable MBA.

Professional Qualifications & Experience
• Minimum 5 years' experience in marketing especially in campaign management and building strategies to stimulate positive response activity.
• Direct marketing and CVM campaign knowledge (mobile telecoms experience preferable but not required).

Sector of Previous Experience
• Telecommunications, etc.

Language Requirements for Role
• English mandatory, Arabic mandatory.

Non renseigné