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Loyalty & Retention Manager
الوصف الوظيفي
WHAT:you will be required to Improve the customer lifetime value and profitability by focusing on reducing churn and enhancing customer loyalty, in effect leading to a direct positive impact on Zain's market share and revenue profile.
المهارات
HOW:Churn reduction:
• Establish a retention framework and roadmap with both reactive and proactive strategies on reducing churn\n• Monitor and report of key trends with respect to churn\n• End-to-end implementation of targeted BTL campaigns aimed at enhancing customer value and reducing churn\n• Establish Strategy to maximize net addition and improve the number & quality of reconnections\n• Cross-departmental coordination as part of a collective effort to control churn\n• Develop segment level retention framework strategies and implementation roadmaps, for ex. MBB retention\n• Develop and manage the necessary analytic models for predictive and descriptive churn initiatives
Enhancing Customer Loyalty:
• Establish a strategy and roadmap for customer loyalty and improved customer experience
• Implement a separate strategy for high value segment\n• Establish and manage a complete points based loyalty program with partnership network\n• Monitor and report of the necessary KPIs for loyalty\n• Run the targeted BTL campaign aimed at enhancing customer value and rewarding their loyalty
Improving MNP:
• Manage the overall functioning of the MNP segment\n• Monitor and report of key port-in/out KPIs\n• Design the necessary acquisition and retention strategies for MNP customers\n• Targeted campaigns for value enhancement and retention of MNP customers
Team Development:
• Sett necessary KPIs, monitoring and rewarding\n• Provide the projects with clear objectives in-line with career aspirations
• Establish a retention framework and roadmap with both reactive and proactive strategies on reducing churn\n• Monitor and report of key trends with respect to churn\n• End-to-end implementation of targeted BTL campaigns aimed at enhancing customer value and reducing churn\n• Establish Strategy to maximize net addition and improve the number & quality of reconnections\n• Cross-departmental coordination as part of a collective effort to control churn\n• Develop segment level retention framework strategies and implementation roadmaps, for ex. MBB retention\n• Develop and manage the necessary analytic models for predictive and descriptive churn initiatives
Enhancing Customer Loyalty:
• Establish a strategy and roadmap for customer loyalty and improved customer experience
• Implement a separate strategy for high value segment\n• Establish and manage a complete points based loyalty program with partnership network\n• Monitor and report of the necessary KPIs for loyalty\n• Run the targeted BTL campaign aimed at enhancing customer value and rewarding their loyalty
Improving MNP:
• Manage the overall functioning of the MNP segment\n• Monitor and report of key port-in/out KPIs\n• Design the necessary acquisition and retention strategies for MNP customers\n• Targeted campaigns for value enhancement and retention of MNP customers
Team Development:
• Sett necessary KPIs, monitoring and rewarding\n• Provide the projects with clear objectives in-line with career aspirations
لمحة عن الشركة
Zain is a leading mobile telecommunications provider in the Middle East & North Africa.We began life in 1983 in Kuwait, as Mobile Telecommunications Company (MTC), the region’s first mobile operator, & commencing with the initiation of our expansion strategy in 2003, we grew rapidly in both the Middle East & Africa through the acquisition of several mobile operators across the region.In September 2007, MTC rebranded to Zain in order to better reflect our growing status as a leading multi-national mobile service provider with global aspirations. Zain was thus adopted as the Group’s corporate master brand.In 2008 we became the 4th largest mobile operator in the world in terms of geographical presence, with operations in 15 African countries & 7 in the Middle East.We continued on our journey of growth & development, & in March 2009, entered into a 50/50 partnership with Al Ajial Investment Fund Holding to acquire a 31% stake in Inwi, the third mobile telecom operator in Morocco.By 2010, Zain had taken the strategic decision to focus on its highly cash generative Middle East & North Africa operations, investing in new growth opportunities in these markets. This decision led to the sale of 100% of Zain Africa BV (‘Zain Africa’) to Bharti Airtel Limited in June 2010 for the total consideration of USD 10.7 billion on an enterprise value basis.Having exited Africa, Zain Group re-defined itself as a leading mobile & data services operator in the Middle East & North Africa, with a commercial footprint in 8countries in the region. Today over 6,000 employees provide a comprehensive range of market-leading mobile voice & data services to a base of over 41.4 million active customers as of 30 June, 2012.We operate as Zain in Bahrain, Jordan, Kuwait, Iraq, Saudi Arabia, Sudan, South Sudan; & in Lebanon as touch (under a management contract).
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