Loyalty & Retention
- Responsible for consumer related value share, market share and consumer retention targets across all customer segments & products
- Deep dive into customer usage behaviour, patterns and insights on what drives customer churn & engagement, with the objective to maximize customer LTV
- Augment the analytical insights to form actionable customer segments & work closely with Products team to build associated propositions
- Build hypothesis for retention, with a heavy focus on A/B testing & experimentation.
- Champion innovative ideas especially ones related to improving customer engagement and user journeys that create customer stickiness and lock-in to stc base
- Lead campaign design from ideation, planning, designing, execution, and post analysis perspective for customer retention
- Be a strong proponent to use a multi-channel approach in order to improve customer activity and minimize dormancy & churn
- Lead loyalty related initiatives, especially for elite customer segment including key partnership programs
- Support in building digital user journeys that maximize customer LTV & minimize churn
- Work closely with business stakeholders in commercial sector such as Products for devising best value propositions to save customers and Retail/Call centre in order to understand customer pain points and action corresponding save offers
- Work closely with technology counterparts to develop the desired solutions and integrations that support loyalty & retention
- Responsible for developing offers based on real-time triggers (like call drops, network congestion, complaints, etc.)
- Have the analytical capability to both understand and visualize data, building dashboard-based views for daily monitoring of retention KPIs
- Be hands-on when managing this domain and prepared to present new ideas, progress and results to senior management
Change Management, Continuous Improvement and Compliance
- Identify opportunities for continuous improvement of the department’s systems, processes, and practices considering international best practices, improvement of business processes and cost optimization.
- Research relevant regional and global market trends to stay up to date with best practices and drive relevant initiatives for improvements.
- Ensure compliance with all policies and procedures, as well as to controls related to quality, health, safety, environmental management, guaranteeing employee and assets safety and legislative compliance.
Bachelor’s degree in Business Administration / Marketing / Mathematics / Engineering or any other related field
Minimum 8 years of experience in a Commercial operations function, specializing in CVM and Analytics, ideally in the Telecommunications sector