ZAIN1997 - CVM and Retention Specialist

Responsible for the execution of marketing initiatives that drive customer engagement and retention. The CVM specialist will work closely with team members to develop, manage, and execute various campaigns in a fast-paced and data-driven environment. Also, responsible for analyzing customer data and assisting in creating strategies to maximize customer value and retention. Additionally, to identify opportunities to improve customer experience and loyalty, while monitoring customer behavior and identifying areas for improvement.

• Create and manage Customer Value Management campaigns.

  
  

• Perform customer behavior analysis and create, execute, and monitor marketing campaigns for retention, churn and cross sell.

  
  

• Responsible for the revenue generated from offers and counts/subscriptions.

  
  

• Regularly track and manage churn process, understand trends and dynamics

  
  

• Provide campaign reporting, analysis, and insights.

  
  

• Monitor campaign performance on an ongoing basis and continuously optimize tactics to improve effectiveness in achieving targets.

  
  

• Compile, maintain and deliver weekly, monthly CVM reports and presentations.

  
  

• Perform in-depth campaign analysis to understand the effectiveness of campaigns as well as make strategic recommendations.

  
  

• Own the CVM & loyalty campaign plan and scheduling of relevant campaign activity.

  
  

• Map customer journey flows across the end-to-end campaign experience

  
  

• Develop customer lifecycle strategies to increase customer retention and loyalty.

  
  

• Owns contracts renewals & locking initiatives.

  
  

• Work closely with the tele-sales, sales & customer care team to utilize the channel in upselling, cross-selling and retaining B2C customers.

  
  

• Assist in developing CVM strategy and leverage key insights and advanced analytics.

  
  

• Assist in developing CVM and loyalty programs roadmap.

  
  

• Prepare and get approval of campaign business cases.

  
  

• Performs other related duties as required.

  
  

• BSc in Marketing, Business, Data Analysis or related field.

  
  

• Minimum 3 years of relevant marketing experience, preferably working with CVM systems, data environments, and/or CVM areas.

  
  

• In-depth knowledge and experience of IT/Network telecom applications.

  
  

• Highly developed communication and reporting skills

  
  

• Advanced MS Excel skills (able to work with large data sets)

  
  

• Expert in utilizing CMS.

  
  

• Knowledgeable with the best targeting practices for end users

  
  

• Understands the best ways to deliver CVM activities.

  
  

• Capable of designing commercial business cases

  
  

• Market knowledge.

  
  

• Presentation & negotiation skills.

  
  

• Strong analytical skills

  
  

• Fluent written and spoken, Arabic and English