وظائف شاغرة لدى امنية | Marketing Broadband Retention Supervisor
Description
Job Brief:
Responsible for developing retention and customer value management programs for various broadband segments and define the roadmap for the different programs. The job also includes handling and managing the program on an ongoing basis, manages program performance against operating plans and budgets, lead the development of new features and coordinate with different external partners and departments, all with the aim of enhancing customers satisfaction and reduce churn rate.
Key Responsibilities:
Evaluate current customer’s profiles and segments based on revenues, behavior, demographics and psychographics.
Create new bundles based on behavior, demographics and psychographics
Generate Monthly Reports
Design and implement the Loyalty program, with emphasis on bringing value to the customer and increasing engagement
Reduce Churn rate
Increase customer LTV
Increase customer satisfaction
Track results and create dashboards to monitor the life time value of subscribers
Weekly & Monthly dashboards
Create new reports & dashboard
Work with product owners and cross-functional teams to create and launch special loyalty campaigns within the program to drive loyalty and revenue
Design new loyalty programs
Increase retention revenues
Track any customer complaints related to the program and solve the problem in a timely manner. In addition, develop customer service policies and standards within the loyalty program to ensure the highest customer satisfaction levels.
Develop customer service policies
Review customer journey
Track customer complaints
Execute valid test and control experiments for campaigns, offers, etc. Examine customer data (engagement, redemptions, and behavior patterns) and develop performance metrics associated with the program
Keep Customer updated with offers & new solutions
Track campaign performance
Enhance campaign based on performance
Campaign validity
:Leadership & Managerial Responsibilities
Provide guidance, instruction and direction to team members
Assign roles and work load distribution, setting objectives
Act as a point of reference for team in issues related to company strategy and direction (top down approach)
Assure that all his/her team member are following Umniah policies and procedures and highlight any violation for the code of conduct
Document the division policies and procedures in coordination with the Quality Assurance
Manage the administrational requirements of his/her team (Attendance, Job Description…)
Plan and organize the work of team members
Provide needed development for team members (coordinate with his direct management and HR)
Provide coaching and performance feedback to team members
Manage team’s performance (Performance appraisal is part of this cycle)
Define the division budget
Set the division annual plan in alignment with the department and company direction/strategy
Manage the division performance and assign projects
Reporting
Retain talents and recommend actions with low performers
Guarantee business continuity in his/her division
:Key Competencies
:Core Competencies
Accountability and Result Drive
Stakeholders Focus (Customer Care, internal and external customers)
Communication Skills
Work Ethics and Values
Functional Competencies:
Creativity
Selling & Relationships Building Skills
Planning & Organization
Problem Identification and Solving
Negotiation
Analytical Thinking
Organization Agility Business Insight
Leadership Competencies:
Decision Making
Managing Teams
Requirements
Education: Bachelor Degree in Marketing, Business, Data Science, Data Analytics, Industrial Engineering, Telecom Engineering or any other related field
Level of Experience: a minimum of 7 years of experience in a related field.
Certifications:
Essential:
Bachelor Degree
MS Excel related Certificates
Power BI and Data visualization related certificates
Big Data, Data Analytics, Data Science related certificates.
Desirable:
Master degree in Marketing, Industrial Engineering, Data Science, Data Analytics, business administration
PMP certificate
Tools & Systems:
Essential:
Excellent command of MS Office
Excellent command of Power BI
Excellent command with SAS, Big Data and Data Analytics platforms
Excellent command with campaign management systems
.
Desirable:
A working knowledge with Hadoop
A working knowledge with Microsoft, Micro Strategy and Customer Experience Management (CEM) platforms.
Technical Skills & Knowledge:
Essential:
Advanced experience in Customer Value and Base Management.
Ability to do SWOT analysis
Ability to do competitive analysis
Advanced experience in transferring data analytics and visualization into business decisions
Experience in project planning and management
Responsible for customer experience
Desirable:
A knowledge in retention, customer value management and sales channels
Intermediate skills in negotiation techniques
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