Available Opportunities
VAC7930 - Senior Specialist Postpaid Customer Value Management (CVM)
Field: Marketing Contract Type: Full Time - Permanent
Location: Kuwait - Kuwait City Closing date: 31-Dec-2021
The Company:

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

Role Purpose:

Develop and implement post-paid retention and win back enhancement strategy, plans and initiatives to retain post-paid base with aim to decrease revenue loss due customer churn. Drive CVM retention and win back campaigns by using analytics models and tools to prevent customers from churn and retain customers that decide to churn. Develop initiatives to prevent customers fraudulent and bad debt behavior.

Focus on maintaining and enhancing analytical models that will prevent fraud. Establish, manage, drive and stimulate Telemarketing campaigns to renew post-paid customers by segmenting offers based on the needs with aim to keep and grow customer ARPU during renewal process. Plan, execute and manage campaigns (direct and TM) with aim to increase collection efforts and prevent customers from barring by directly developing tools to stimulate this activity.

Manage offers and tools that will  enhance the retention CVM campaigns reach by using existing (direct campaigns and Telemarketing) and new capabilities and channels (RAS, IVR, etc.). Build models to win back customers from competition. 

Key Accountabilities & Responsibilities:

  • Work with the CVM Director, to propose and prepare the Ooredoo Kuwait Consumer Retention strategy, Campaigns prioritization, Campaigns marketing design, Roadmaps for the different aspects under Customer Life Cycle Management.
  • Contribute to the review of the Retention strategy and Roadmap on a monthly, quarterly, half yearly and annual basis.
  • Work on the Annual Budget preparation exercise with respect to Retention, make recommendation for and help to track the annual budget for Retention activities.
  • Management of Consumer Marketing Retention Activities. Deliver the Retained revenue as outlined in the Annual Budget from the various retention related activities.
  • Oversee the rollout of various Retention activities, which are designed to reduce churn, increase Life Time Value, and improve the Life Cycle Management process for our customers.
  • Set the pricing strategy along with CVM director for the CVM Segment offering (keep).
  • Define the segment retention subsidy strategy, in coordination with the pricing department.
  • Develop and reshape retention offers for the postpaid segment.
  • Ensure that the products and services are in line with the rules and guide lance of the Kuwait Regulatory body (CITRA).Initiate customer insight and market research for CVM retention activities.
  • Lead requirements and approve the brief for the Market Research projects related to the retention in postpaid segmentLead and approve business cases and Engagement Documents (ED) for new CVM product related (keep).
  • Lead and approve Product Description Documents (PDD) for the Product Development team for CVM related technical implementation.
  • Assist in technical implementation as required by the leading PD team.
  • Define along with the PD team state of the art customer experience for CVM products and services.  Set script for the all Telemarketing activities along with the corresponding CC/Sales Departs.
  • Propose and approve along with Comms department and Director CVM postpaid, all CVM related communication sent to the postpaid customer base related do the keep initiatives.
  • Propose commissions and incentive systems for the all retention related activities with Sales department in alignment with Sales Channel Director and CVM director postpaid
  • Set and approve commissions and incentive systems for the retention outbound internal and external teams in alignment with
  • key stakeholders.
  • Collaborate with the regulatory department in defining the submissions and getting the approval for the CVM products and services to regulatory body (CITRA).
  • Provide the inputs for the training of all internal and external frontlines that are involved in the CVM campaigns execution.
  • Ensure in coordination with CVM Operations manager that all CVM related partners are briefed, and trained on the execution of the postpaid CVM campaigns. Develop post launch analysis on retention activities and take corrective actions.
  • Monitor and report retention KPIs and status against targets and budgetDevelop and supervise monthly / weekly / daily monitoring and analysis of Consumer churn (voluntary & financial) within the different product groups and customer segments and propose adequate marketing actions accordingly.
  • Coordinate with different Divisions / Departments like Customer Care, Sales, Finance, Segments team, Product Teams, BI, Communication, Technology and any other relevant internal or external teams for roadmap execution.
  • Ensure the correct and timely training of relevant staff on Retention programs / activities.
  • Document and review the Customer Retention Processes as needed.
  • Deliver & coordinate corresponding campaign requirements to be delivered to the CMS team for campaign execution.
  • Defines strategic segments to be targeted for specific offeringsAttend Marketing meetings as required with different Divisions / Departments.
  • Proactively take responsibility for self-improvement by staying well informed of developments, knowledge and innovations in relevant field of expertise.
  • Other duties as directed by supervisor or other superiors.
  • Undertake regular on the job training to ensure that direct/indirect contributors

Qualifications/Requirements:

  • Bachelor degree in Business, Marketing, engineering or a related discipline from a recognized institution.
  • Project Management certification is an advantage

Other Information:
  • Required 3-4  years of experience based on progression ladder in a similar environment (consumer service industry)
  • Minimum 2 years in telecom CVM with proven record of accomplishment of executing retention and win back campaigns.
  • Experience in using SQL and CVM tools on daily basis.
  • Creative and Analytical mind with desire to grow business.
  • Drive & lead the cross functional projects.
  • Ability to do multitasking and work under tight schedules.
  • Strong knowledge of local market conditions and potential target market/customers will be advantage.
  • Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
  • Fluent verbal/written communication in English. Arabic an advantage.
  • Good knowledge of MS Office applications like Excel, Word, Power Point etc.
Note: you will be required to attach the following:
1. Resume / cv