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Retention & Loyalty Manager x1 ||  Econet Wireless Zimbabwe

  • Harare

Econet Wireless Zimbabwe

DUE : 25 JAN 2023

Job Description
Job Purpose
Responsible for implementing and executing strategies to retain Platinum Customers and increase loyalty through developing and optimising loyalty and retention programs.

Key Responsibilities
Develop and optimize loyalty programs to increase the Lifetime Value of the customer base by improving retention, engagement, and loyalty – maximizing the customer experience and perceived value of the brand through data, testing, and personalization.
Implement, analyse, and enhance existing and new Platinum Customer retention & loyalty programs.Build daily reporting and operational metrics for Platinum Customer Loyalty & Retention.
Lead continuous improvement across areas of customer retention and looking for opportunities to increase loyalty.

Identify market opportunities for driving loyalty strategy, roadmap, and features in partner channels.
Drive the strategy and design for Platinum Customer experience with loyalty partners.
Understand and translate Platinum Customer needs by segmenting into impactful loyalty strategies across the customer lifetime value.
Assess current landscape and create appropriate needed processes, organization and structure to accurately measure the current status of these programs.
Creates feedback loops for Platinum Customer base to gather productive feedback to help hone loyalty strategies.

Creates, execute, and analyse surveys and other research projects to create a continuous feedback cycle with Platinum Customers.
Helps design customer journey flows, define opportunities to increase effectiveness of email marketing strategies, and measure results and ROI of these campaigns with the Marketing Team.
Plan email-marketing calendar and executions for existing customer base in close cooperation with the Marketing Department.
Works with Customer Experience and quality assurance resources to ensure top-class Platinum Customer service support and differentiated customer experience standards across our Platinum Customer channels and touch points.
Sets Platinum Customer prioritization standards and SLAs with back-office support functions across the business.

Regularly meet with peers in the organization to establish needs and/or recommended revisions to the existing Platinum Customer management processes.
Track and communicate competitor activity, to keep up with market trends and offer the best products.
Ensure a clear understanding of markets (local and international), Platinum Customer management trends for product development.

Qualification, Skills and Experience
Degree in Marketing, Sales or equivalent.
A relevant postgraduate qualification in Customer Experience Management, Service and/or Business Management will be an added advantage.
2 to 4 years’ working experience within customer service and or customer experience management in the telecoms sector.

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