In this position you will....
be the strategic leader, driving customer retention and loyalty activities for our device protection & micro-insurance services. This is a regional role that focuses on creating and driving retention strategies and initiatives with our partners (telecommunications, retailers, etc), leveraging AI solutions and omni-channel environments. You will lead efforts to improve customer engagement, reduce churn and strengthen relationships through personalised communication, loyalty programs and data driven retention activities.
You will be responsible for…
- Lead, develop and implement bold retention and loyalty strategies for our partners to aggressively reduce churn and increase customer lifetime value (CLV)
- Spearhead the data driven campaigns, including the creation of personalised customer journeys, innovative offers and incentives to encourage customers to remain subscribe
- Optimise loyalty and retention activities via email, SMS, social media & push notifications engagement platforms, positioning these channels to drive customer engagement and retention activities.
- Work with data science team to strategically segment customers that are at risk of terminating device protection plans / micro insurance and develop targeted retention strategies for each segment
- Track and report on key performance indicators (KPIs) such as churn rate, customer satisfaction, and campaign effectiveness to measure success and fine tune future campaigns as needed to achieve desired outcomes
- Work closely with the Artificial Intelligence (AI) team to develop high churn propensity model, develop tailored retention offers and automate push notifications processes
- Building relationships with external partners to co-create retention strategies to improve sales performance and CLTV for the partnerships.
- Collaborate with cross-functional teams, such as country general managers, key account managers, marketing, customer experience, and data science team, to build and implement growth and retention strategies with broader business objectives.
For you to be successful…
We expect you to be able to demonstrate the following key competencies
Impactful
- Committed to delivering strategically aligned objectives, creates plan to achieve with key milestones and measures.
- Holds high standards for delivery of outcomes with a lens of continuous improvement. Establishes metrics and measures progress.
- Perseveres, tries new approaches to reach challenging goals and persists until outcomes and commitments are met.
Customer Focus
- Consciously think and feel like the customer and help the team to adopt this mindset to deliver satisfactorily customer-centric solutions.
- Actively seeks to understand customer feedback and needs and uses this in decision making and solutioning.
Collaborative
- Develops strategic relationships and networks across the organization and shares with others for mutual benefit.
- Fosters effective team communication and dialogue based on integrity, identifies opportunities to gain consensus for team options, decision, and outcomes.
- Develops strategic relationships and networks across the organization and shares with others for mutual benefit.
Communication
- Highly proficient communicator; focused on interacting and listening to and synthesizing others’ ideas. Explains complex issues clearly and succinctly.
- Communicates succinctly and fosters a fact-based environment where communication is backed by research and data appropriate for the audience.
You will require the following qualifications and skills
- Possess a bachelor’s degree in Business, IT, Marketing or Communications or equivalent.
- Minimum 7 -10 years of relevant working experience in lifecycle and retention marketing, including email, SMS, push notification or other engagement channels
- A background in the telecommunication / start up industry would be preferred.
- Experience in building cohesive customer loyalty and retention strategies, through data driven strategies.
- Strong analytical skills and the ability to interpret data to drive actionable insights
- Strong understanding of UX/UI design principles and their impact on conversion and retention
- Possess strong leadership skills with project and/or team management.
- Strong team player, adaptable and versatile in working style.
