Head of Loyalty & Retention
Job Description
Lead the Customer Lifecycle Manager to set up a world-class customer lifecycle program that activates, generates loyalty and accelerates revenue. A high-impact strategist and customer marketer who can oversee planning and prioritization of marketing programs that improve increase ARPU, drive product adoption and reduce churn. Partnering internally to define and run an organization wide processes and customer experiences which efficiently achieve these goals.
Main Responsibilities:
- Partner with Marketing Team to identify key campaigns, mechanics and associated dependencies for driving product adoption, retention, and upsell.
- Effectively translate analytics into clear actionable campaigns
- Manage marketing automation including email triggers and batch campaigns throughout the customer lifecycle via the CVM engine and other systems
- Drive continued innovation in evolving marketing Loyalty programs
- Forecast and report results from various campaigns and advocate for resource prioritization
- Articulate program strategy and communicate results to key stakeholders
- Identify customer segments for targeted marketing programs and plan customer offers and incentive programs to deliver ROI-positive results
Personal Specification
- 5-8 years relevant CLM marketing
- Proven track record in managing loyalty and pointing systems
- 4 years management experience in Telecom. BA or equivalent
- Hands-on experience with CVM engine, Tableau, Google Analytics, Optimizely or similar tools
- Familiarity with online marketing metrics and key performance metrics
- Deep understanding of the Telecom marketing landscape and a passion for building innovative & ROI-positive marketing programs at scale.
- Strong Organizational skills
- Excellent oral, written and interpersonal communication skills
- Ability to develop CLM strategy as well as successfully implement projects
- Proven track record of effectively partnering with management, team members, external organizations and partners
- People management experience, including proven ability to lead and motivate a team
- Agile and able to meet strict deadlines;
- Maintain office ethics and confidentiality;
- Team worker who can share and transfer knowledge with proper documentation