Sector:
Consumer
Department:
Marketing
Country:
Bahrain
Location:
Bahrain - Manama
Contract Type:
Full Time
Job Objective: To manage customer retention and loyalty in commercial, with the objective to maximize customer engagement and retention using proactive and reactive methodologies
Job Specifications:
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.
Qualification & Experience:
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
