Job purposes:
Responsible for developing the customer retention strategy and managing the delivery through various customer value management activities.
Key Responsibilities:
Key Accountabilities 1: Strategy and Planning (15%)
Develop the customer retention strategy to optimize key performance indicators including customer lifetime values, retention/ churn levels and average revenue/ profit per customer;
Work across the business to develop and manage retention plans for all segments of the customer base with a primary focus on high value customers.
Key Accountabilities 2: Retention Innitiatives Delivery & Direct Campaign Execution (60%)
Launch data based loyalty programs.
Responsible of key sale performance indicators, namely: Revenue increase, CSAT increase, usages of products, cross & up sales on key products, etc….
Create automated processes for churn precursors and communicate with customers proactively whenever they’re in danger of churning to prevent support issues, foster customer loyalty, and promote good business relationships;
Analyze data to explore different customers/ users’ segment behavior to design targeted retention solutions for each segment (including but not limited to solutions impacting through reward, customer journey and environment);
Develop and implement the optimized daily/ weekly/ monthly retention and reactivation programs using A/B testing method;
Tracking financial effectiveness of scheduled campaigns/ solutions through regular reporting, including details of customer behavior and value addition.
Lead and implement cross- functional solutions/ innitiatives across all aspects of marketing, sales and service with the goal of customer retention;
Key Accountabilities 3: Drive improvement and innovation (15%)
Utilize all available tools within the given systems to optimize campaign effectiveness;
Make strategic recommendations on necessary fundamental changes in order to drive customer/ user engagement, retention and profitability;
Participate in a variety of special projects as requested, including explorations of system or process improvements, new retention categories, and joint projects with Customer Experience Division.
Key Accountabilities 4: Resource & People Management (10%)
Manage the development and consolidation of the budget within own scope, and monitor the team’s financial performance versus the budget.
Monitor overall staff and team’s performance, productivity and quality reports, develop opportunities and ensure coaching;
Actively develop and manage the relationship with stakeholders, both internal and external– partner establishments, loyalty consultants, advertising agency, vendors for retention activities;
