Our
client, a leader in the broadcast media sector, seeks to appoint a suitably
qualified & dedicated individual to assume the responsibility of Retention
Manager.
The
successful candidate will report to the General Manager, and will be
responsible for the overseeing all aspects of the business’ retention of
subscribers through the development of an overall retention strategy for
business growth and overall coordination, functional management and leadership
of all retention activities of the business.
Key Responsibilities:
1.
Responsible for the overall functional management and leadership of all
retention activities of the business which includes:
- Research
and analysis of global best practice on customer retention strategies
- Design
and implementation of a customer retention strategy
- Alignment
of customer retention strategies to the business strategy
- Owning
and driving individual product retention targets
- Design
and implementation of a customer loyalty program
- Ensuring
optimal organizational structure and resource allocation to support
successful rollout of customer retention strategies across the business
2.
Design and implement Information management policies that cover:
- Full
understanding and manipulation of the subscriber databases
- Identification
of subscriber niches
- Identification
and implementation of necessary information e.g. FAQ’s
3.
Drive analytics based reporting on all metrics which includes:
- Management
of trend analysis and opportunity identification
- Improvement
of retention effectiveness
- Interpretation
of key sales drivers, trends and issues
- Continuous
analysis of system generated communication to subscribers e.g. SMS’s
4.
Stakeholder Management which includes:
- Facilitation
of awareness and information sessions to all stakeholders ensuring
effective communication and dissemination of all retention related
information
- Implementation
and post evaluation of inbound and outbound campaigns (Head-office and
regions)
- Working
with all business units and relevant corporate divisions in rolling out
the customer retention strategy
Qualifications
and Experience
- Bachelor’s
Degree in Commerce/Marketing or an equivalent
- Understanding
of local markets nuances and cultural diversity
- 3-5
years relevant experience in a similar role in Telecommunications or FMCG
- Proven
track record of driving customer retention
- Strong
personal work ethic and initiative
- Ability
to innovate and deliver value to business at multiple levels
- Competitor
knowledge
- Marketing
aptitude & Market Research and Analysis
- Business
Intelligence
- Customer
Relationship Management
Skills
and Attributes
- High
level of business acumen
- Excellent
communication skills with interpersonal flexibility
- Professional
verbal and written communication skills
- Assertiveness
combined with diplomacy / tact and Cultural sensitivity
- Team
work
- Self-motivated,
with drive and Energy
- High
levels of initiative Approachable and flexible
- Ability
to work under pressure
- Confidentiality
Remuneration: An attractive salary
package is on offer dependent on skills, qualifications and experience.
Please fill in the attached form and send in MS Excel format, as well as your CV in MS Word format to jobs@instepbusinesssolutions.com.
Please fill in the attached form and send in MS Excel format, as well as your CV in MS Word format to jobs@instepbusinesssolutions.com.
Indicate
the job title on the subject.
