الوطنية موبايل |Loyalty & Retention Supervisor

Role Summary:

The Loyalty and Retention Supervisor role will be considered as a source of expertise and specialization in churn management and predication of all market segments, plus being responsible for formulating operational plans. The Loyalty and Retention Supervisor is responsible for the completion of defined deliverables on time.    

In short, the Loyalty and Retention Supervisor performs a variety of tasks including, but not limited to, overseeing, implementing, coordinating with all involved parties, and communicating the progress of work.

Duties & Responsibilities:
-Assisting & setting up processes and procedures to manage promotions, projects and programs related to customer loyalty, retention and churn.
-Continuous and close monitoring of L&R programs and Individual & Corporate segments, along with providing feed-back for supporting and developing existing/new offers.
-Finding means to reduce churn, enhancing loyalty, effectively retaining subscribers and increasing usage by creation of promotions/ offers/ and programs.
-Identifying areas of weaknesses (prediction) which drive churn in the various segments and providing counteractive incentives.
-Conducting the insurance of revenue of all L&R offers/ promotions/ and programs.
-Implementing new offering/ promotions/ and services along with IT and P&S.
-Following-up on all offers/ promotions / and programs' evolution in terms of meeting and achieving targets, including but not limited to the analysis of data on existing activities and market activities.
-Studying competition and anticipating the moves for L&R activities.
-Initiating and following-up with communication on all the L&R activates, promotions, and programs in their different phases.
-Conducting internal training & support on new promotions, projects, programs, etc...
-Monitoring and tracking the market share.
-Providing active support for other L&R activities as well as Customer Care/ Sales departments.

Experience & Education:

-Minimum 6  years of experience in similar position, experience in the GSM industry is a Plus.
-Bachelor degree in business, Marketing or any related field.

Skills & Qualifications:
-Good Project Management skills.
-Qualitative and quantitative analysis knowledge.
-Experience in Customer Servicing and L&R activities.
-Proven experience of ability to deliver clear, concise and timely projects.
-Possessing general financial knowledge in the areas of revenue and cost-to-completion projections.
-Possessing general understanding in the areas of application programming, database and system design is Plus.

Personal Traits & Special Skills:
-Excellent communication, report writing, and presentation skills.
-Excellent organizational, planning, and analytical skills.
-Self starter and energetic.
-Ability to work under pressure and in fast pace environment.
-Excellent problem-solving skills.
-Strong leadership and persuasiveness capabilities to lead projects to successful completion.
-Creative and innovative.
-Team player and leader.
-Advance skills in MS office (Word, Excel, Access, PowerPoint).
-Proficiency in Arabic and English (oral and written