Industry: Telecom
Total Positions: 1
Job Type: Full Time/Permanent
Gender: Male
Salary: 8000USD - 12000USD (Monthly)
Education: BE/B. Tech/Computer Science/Computer Application
Experience: 5-10 Years
Location: Muscat, Oman
Skills: Manager, Retention Management
Posted Date: 01-08-2021
Description:
The main purpose of the Role:
To design, launch and
manage consumer retention activities. Develop segmented pro-active / reactive
retention campaigns. Perform retention campaign in-depth analysis, pre &
post campaign evaluation.
Key Activities
· Collaborate with Big Data & Analytics and Campaigns Management & Operations to gather inputs on key trends and reactive retention issues related to mobile / residential campaigns.
· Develop retention strategy and propose proactive and reactive retention initiatives across all customer segments
· Design & Implementation of Retention processes across all touch points for Postpaid / Residential lines.
· Develop and manage retention offers matrix and communicate to retention teams
· Liaise with Outbound team in Customer Care Center’s directorate to develop reactive outbound mobile reactive retention teams’ plan, and agree on targets and SLAs.
· Manage closely churn performance across key strategic customer segments and develop remedies to address performance gaps
· Manage predictive churn models to assess and identify potential churners and target them before they request cancellation.
· Manage reactive and proactive retention activities for subscribers and own the responsibility of maintaining low churn rates
· High level Business case of initiatives.
· In-depth analysis on inactivity, churn reasons and areas of improvement.
· Manage outbound retention team for auto cancellations, manual cancellations and port-outs
· Monitor closely performance of retention team and ensure appropriate experience and offerings to improve retention
· Monthly/Weekly Retention performance presentation to management.
· Push outbound proactive retention team to drive down churn and retain customers
Requirements:
· Very good understanding of the telecom market with a structured business mindset
· Expert-level knowledge and strong hands-on experience from Customer value Management, and Retention initiatives
· Very good in SQL and database.
· Good management capabilities and people coaching skills
· Bachelor’s Degree in a relevant field
· Five years of experience in Customer value management and retention