Retention & Loyalty Manager x1

Full time Econet Wireless Zimbabwe in Telecommunications
  • Post Date : January 19, 2023
  • Apply Before : January 25, 2023
  • View(s) 825
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Job Detail

  • Career Level Manager
  • Experience 4 Years
  • Industry Telecommunications
  • Qualifications Bachelor's Degree

Job Description

Job Purpose

  • Responsible for implementing and executing strategies to retain Platinum Customers and increase loyalty through developing and optimising loyalty and retention programs.

Key Responsibilities

  • Develop and optimize loyalty programs to increase the Lifetime Value of the customer base by improving retention, engagement, and loyalty – maximizing the customer experience and perceived value of the brand through data, testing, and personalization.
  • Implement, analyse, and enhance existing and new Platinum Customer retention & loyalty programs.
  • Build daily reporting and operational metrics for Platinum Customer Loyalty & Retention.
  • Lead continuous improvement across areas of customer retention and looking for opportunities to increase loyalty.
  • Identify market opportunities for driving loyalty strategy, roadmap, and features in partner channels.
  • Drive the strategy and design for Platinum Customer experience with loyalty partners.
  • Understand and translate Platinum Customer needs by segmenting into impactful loyalty strategies across the customer lifetime value.
  • Assess current landscape and create appropriate needed processes, organization and structure to accurately measure the current status of these programs.
  • Creates feedback loops for Platinum Customer base to gather productive feedback to help hone loyalty strategies.
  • Creates, execute, and analyse surveys and other research projects to create a continuous feedback cycle with Platinum Customers.
  • Helps design customer journey flows, define opportunities to increase effectiveness of email marketing strategies, and measure results and ROI of these campaigns with the Marketing Team.
  • Plan email-marketing calendar and executions for existing customer base in close cooperation with the Marketing Department.
  • Works with Customer Experience and quality assurance resources to ensure top-class Platinum Customer service support and differentiated customer experience standards across our Platinum Customer channels and touch points.
  • Sets Platinum Customer prioritization standards and SLAs with back-office support functions across the business.
  • Regularly meet with peers in the organization to establish needs and/or recommended revisions to the existing Platinum Customer management processes.
  • Track and communicate competitor activity, to keep up with market trends and offer the best products.
  • Ensure a clear understanding of markets (local and international), Platinum Customer management trends for product development.

Qualification, Skills and Experience

  • Degree in Marketing, Sales or equivalent.
  • A relevant postgraduate qualification in Customer Experience Management, Service and/or Business Management will be an added advantage.
  • 2 to 4 years’ working experience within customer service and or customer experience management in the telecoms sector.

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