Available Opportunities
VAC6746 - Section Head – Loyalty,Retention & CVM ( Omani or GCC Nationals )
Field: Marketing Contract Type: Full Time - Permanent
Location: Oman - Muscat Closing date: 28-Jun-2017
Ooredoo Oman Family Member:

As the Section Head – Loyalty,Retention & CVM you will be undertaking end to end ownership and management of customer retention and loyalty initiatives and activities within the Ooredoo customer base, should have a solid understanding of the overall product management process and experience with developing & implementing retention and loyalty programs.

Core Responsibilities:

You will be acting as the primary customer retention contact for all matters relating to the customer base, defining quarterly retention offers which will deliver the required strategic plans as per roadmap, identifying opportunities & implementing tactics to maximise revenue and minimise churn among existing customer bases, taking appropriate actions to tackle reasons for termination by analysing the terminationreport on monthly basis and result of the initiated activities against the designed business case, also includes EXPAT project performance, analysing data and trends within the attrition reports – identifying reasons for termination and devise strategies and actions (retention products) to address churn for customer base, developing and managing innovative loyalty initiatives, impacting value at both tier level and points involvement, product ownership and development of the strategy which transforms the existing loyalty scheme into one which is world class and resonates with our customer base overseeing and coordinating the delivery and execution of the Loyalty plan and the roadmap, responsible for customer retention at touch points - ensures that the experiences, messages and touch points delivered to customers are of a consistently high quality and are likely to encourage customer loyalty and a high customer retention level, producing all necessary training documentation / information packs for sales & customer services teams and carry out training workshops to ensure that front-line and support staff are adequately trained, working closely with segment managers, analytical CVM and market research managers to fully understand customer behaviour and develop a deeper understanding of the key segments, building an internal knowledge base to reduce churn levels, planning and undertaking pre-campaign analytic and identify appropriate customer segments for targeting with each campaign, managing the proactive and reactive anti churn activities and liaise with CVM campaigns team (including Outbound) for their communication. Works with Analytical CVM team to execute outbound campaigns and 1-2-1 marketing communications with appropriate tone and style for segments aimed at loyalty, retention, value preservation and win backs, managing the delivery of daily, weekly and monthly tracking and communications loyalty and termination reports, and provides feedback for operational areas and senior management team, including market analysis and competitor threats, Daily, Weekly, Monthly and Quarterly Reports - covering customer terminated as per plan, against AOP target and reasons for terminations, these reports will be presented on monthly basis in MIS to marketing department, accountable for managing the save team: managing save team by empowering them with the right retention offers so that they can engage with customers in getting more information on reason for termination and offer a solution to keep the customer.  Regular Training of Save team on Technical skills & soft skills and managing for timely & quality resolution of customer complaints with in SLAs.

The Person:

You should have a minimum of 8 years working experience at least 4 of which should directly related to loyalty and retention in telecom or financial services (credit card) at least 2 of which should be in a managerial role in a telecom operator, experience of working in an operator with a large consumer pre-pay mobile base, experience in managing retention programs within telecom or financial services (credit card) program is essential, demonstrable achievements in developing and implementing projects  to improve retention, with a bachelor degree.

Skills Required:
  • Communicating Effectively
  • Planning & Organising
  • Team Management
  • Results Orientation
  • Analytical Thinking and problem Solving
  • Customer focus
  • Relationship Management, KPI metric calculations, Report Writing, Business Analysis, project management
Note: you will be required to attach the following:
1. Resume / cv
2. Passport-size photograph
Share |