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Our client is a leading Telecoms company in the Middle East. They have an outstanding reputation for delivering quality, innovation and reliability. They work with international companies on special projects and have a large multicultural workforce

Open to Arabic nationals only

OVERVIEW OF ROLE

We are looking for an experienced Retention & Winback Executive Manager to join the team in Jeddah, Saudi Arabia. They will be developing market strategies and marketing plans to ensure market share and revenue growth as well as introducing consumer related customer experience strategies with all the relevant stakeholders

Reporting to: SVP Consumer Marketing

Direct reports: 3

Indirect reports: 7

KEY RESPONSIBILITIES

·         Develop the implementation and maintain long term segment specific loyalty and retention programs

·         Establishing and implementing marketing goals to ensure market share and revenue growth for segments in charge

·         Implement short term tactical proactive or reactive loyalty activities for all customer segments

·         Maintain relationship to affinity program partners

·         Develop customer base management policies within the company

·         Develop customer experience strategies with all the relevant stakeholders

·         Implement and act upon practical churn prediction tools

·         Drive the reactive retention measures within the company

·         Development of strategic brand building activities for the respective consumer sub-brands

·         Responsible for the definition of the customer experience

·         Develop loyalty & retention strategies which are within and beyond the traditional GSM value chain

·         Perform other related duties incidental to the work described herein

COMMUNICATIONS & WORKING RELATIONSHIPS

Internal Communications:

·         Continuous contact with all marketing teams, Sales/Retail/Channels, Training Division, Communication, Advertising, PR, Finance, Customer Care, Business Development, and Complaints Team

External Communications:

·         Continuous contact with different merchants to facilitate customer experience & deliver pioneering services such as banking, credit card companies, Pay-TV channels, etc.

PROBLEM SOLVING & DECISION MAKING

·         Assist the Segment Management in making critical decisions on market strategies, marketing plans and retention plan

ESSENTIAL REQUIREMENTS

• University degree
• 3 years of progressive work experience in Marketing or Business Management in general, and segment management in particular
• Possession of a second language
• Experience in GSM market operations & planning
• Arabic Nationals only

KEY SKILLS

• Leadership
• Communication
• Time management
• Computer literacy
• Knowledge of internal processes, standards, policies and procedures - Written Communication
• General knowledge of information management systems
• Fluent in English (speaking & writing)
• Creativity and innovation
• Initiative

·         Cooperation and partnering

·         Organisational & cultural sensitivity

BENEFITS

·         Salary will reflect experience levels and interview performance