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تعلن شركة امنية للاتصالات في الاردن عن حاجتها الى الشاغر التالي :


 

تعلن شركة امنية للاتصالات في الاردن عن حاجتها الى :

Marketing Broadband Retention Supervisor


Job Brief:

Responsible for developing retention and customer value management programs for various broadband segments and define the roadmap for the different programs. The job also includes handling and managing the program on an ongoing basis, manages program performance against operating plans and budgets, lead the development of new features and coordinate with different external partners and departments, all with the aim of enhancing customers satisfaction and reduce churn rate.

Key Responsibilities :


Evaluate current customer's profiles and segments based on revenues, behavior, demographics and psychographics.


  • Create new bundles based on behavior, demographics and psychographics
  • Generate Monthly Reports 

Design and implement the Loyalty program, with emphasis on bringing value to the customer and increasing engagement


  • Reduce Churn rate
  • Increase customer LTV
  • Increase customer satisfaction

Track results and create dashboards to monitor the life time value of subscribers


  • Weekly & Monthly dashboards
  • Create new reports & dashboard 

Work with product owners and cross-functional teams to create and launch special loyalty campaigns within the program to drive loyalty and revenue

  • Design new loyalty programs
  • Increase retention revenues

Track any customer complaints related to the program and solve the problem in a timely manner. In addition, develop customer service policies and standards within the loyalty program to ensure the highest customer satisfaction levels. 


  • Develop customer service policies
  • Review customer journey
  • Track customer complaints

Execute valid test and control experiments for campaigns, offers, etc. Examine customer data (engagement, redemptions, and behavior patterns) and develop performance metrics associated with the program

  • Keep Customer updated with offers & new solutions
  • Track campaign performance
  • Enhance campaign based on performance
  • Campaign validity

Leadership & Managerial Responsibilities:


  • Provide guidance, instruction and direction to team members
  • Assign roles and work load distribution, setting objectives
  • Act as a point of reference for team in issues related to company strategy and direction (top down approach)
  • Assure that all his/her team member are following Umniah policies and procedures and highlight any violation for the code of conduct
  • Document the division policies and procedures in coordination with the Quality Assurance
  • Manage the administrational requirements of his/her team (Attendance, Job Description...)
  • Plan and organize the work of team members
  • Provide needed development for team members (coordinate with his direct management and HR)
  • Provide coaching and performance feedback to team members
  • Manage team's performance (Performance appraisal is part of this cycle)
  • Define the division budget
  • Set the division annual plan in alignment with the department and company direction/strategy
  • Manage the division performance and assign projects
  • Reporting
  • Retain talents and recommend actions with low performers
  • Guarantee business continuity in his/her division


Key Competencies:

Core Competencies: 


  • Accountability and Result Drive
  • Stakeholders Focus (Customer Care, internal and external customers)
  • Communication Skills
  • Work Ethics and Values

Functional Competencies: 


  • Creativity
  • Selling & Relationships Building Skills
  • Planning & Organization
  • Problem Identification and Solving
  • Negotiation
  • Analytical Thinking
  • Organization Agility Business Insight 

Leadership Competencies: 

  • Decision Making 
  • Managing Teams 

Requirements:

Education: Bachelor Degree in Marketing, Business, Data Science, Data Analytics, Industrial Engineering, Telecom Engineering or any other related field

Level of Experience: a minimum of 7 years of experience in a related field.


Certifications:

Essential: 

  • Bachelor Degree
  • MS Excel related Certificates
  • Power BI and Data visualization related certificates
  • Big Data, Data Analytics, Data Science related certificates.

Desirable:


  • Master degree in Marketing, Industrial Engineering, Data Science, Data Analytics, business administration 
  • PMP certificate

Tools & Systems:

Essential: 

  • Excellent command of MS Office
  • Excellent command of Power BI
  • Excellent command with SAS, Big Data and Data Analytics platforms
  • Excellent command with campaign management systems.


Desirable:

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  • A working knowledge with Hadoop
  • A working knowledge with Microsoft, Micro Strategy and Customer Experience Management (CEM) platforms.

Technical Skills & Knowledge:


Essential: 


  • Advanced experience in Customer Value and Base Management. 
  • Ability to do SWOT analysis
  • Ability to do competitive analysis
  • Advanced experience in transferring data analytics and visualization into business decisions 
  • Experience in project planning and management
  • Responsible for customer experience


Desirable:


  • A knowledge in retention, customer value management and sales channels
  • Intermediate skills in negotiation techniques


👇👇👇افضل العروض والخدمات👇👇👇

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