Job Summary
Develop and measure customer retention and life cycle management, programmes and campaigns through the outbound and inbound channels to reduce churn and increase usage across all the products and services.Principal Functions
Participate in the development, implementation and measurement pro-active and re-active retention programmes to attain and exceed churn targets.
Monitor customers’ movements daily across various services/products and propose a proactive usage enhancement campaign aimed at addressing any noticeable decline in various product baskets.
Constantly evaluate churn metrics to immediately implement remedies and improve on campaign business rules when necessary.
Develop other customer lifecycle programmes including win-back and loyalty programmes while maximizing the outbound and inbound channels.
Anticipate and identify customer needs and dissatisfaction issues in order to aid pro-active customer engagement
Analyse outbound/inbound campaign results and propose recommendations to the business base on campaign performance and evaluation ;
Consistently communicate key findings from campaign analysis (uptake/ usage prediction, campaign effectiveness) to segments and product managers for effective offer development.
Work in close coordination with analytics team to identify pockets of opportunities within the base for a targeted BTL campaign.
Build strong relationship with segment managers, IT and pricing team to ensure a quick turnaround of campaign development and execution
Manage campaigns (retain, cross-sell, up-sell & deep-sell) end-to-end
Analyse the campaign results and understand the impact on customer behaviour and ROI, with a view to utilizing outputs to refine the next round of campaigns for the specific channels
Manage campaign and capability limitations, initiating projects and actions to minimize the impact on campaign deployment and scale
Translate the customer value management roadmap into campaign briefs and designs for specific retail channel
Educational Requirements
First degree in a relevant discipline from a recognized university
Experience, Skills & Competencies
Three (3) to Five (5) years post NYSC work experience.
There is an essential requirement for data analysis and critical thinking skills
A Post-graduate qualification would be advantageous.
Experience of a combination of the following: Direct Marketing/Customer Value Management, with Customer Data analysis and management reporting (essential)
Project Management experience will be an added advantage.
Experience in campaign development and execution lifecycle
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