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Job Description

ZAIN5177 - Loyalty and Retention Manager

About Zain Saudi Arabia:

Zain KSA is the newest player in Saudi Arabia’s mobile telecommunications market, having commenced commercial operations in August 2008. As of 30 September 2013, the operation served 8 million customers and had extended its network coverage to 92% of the population via a network of over 5,500 sites. Through its state-of-the-art 4G LTE network, the ever-evolving operator is striving to become the Kingdom’s preferred choice for voice, data and other telecommunications services. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Saudi Arabia the most dynamic products and services. The basis of Zain Saudi Arabia’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired majority-Saudi workforce, the company is committed to employing high caliber people as well as nurturing the finest Saudi talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain KSA please visit www.sa.zain.com

WHAT?

The job holder is responsible for supervising the planning and developing loyalty and retention programs to reduce churn and enhance customer experience.

HOW?

Strategy Management:

  • Develop performance objectives in coordination with Directorate and continuously conduct progress towards Departmental and strategic objectives and implement periodic performance reports to offer evaluation results and recommend improvements

Department and Team Management:

  • Implement improvements to policies and procedures in order to deliver high-quality services
  • Carry-out the day-to-day operations, offer expertise, encourage teamwork and coordinate work processes to achieve high performance standards, meet established targets and engage employee

Customer Retention Analysis and Planning:

  • Develop, monitor and diffuse a proactive strategy and plans (including segment-level retention framework) to reduce churn.
  • Develop analytic models for predictive and descriptive churn initiatives
  • Coordinate with Sales and Distribution and Customer Care for knowledge management and the implementation of churn and win-back initiatives
  • Propose promotion concepts based on customer behaviors analysis and performance of previous years in order to retain loyal customers

Retention Supervision:

  • Coordinate with Customer Care to ensure implementation of best practices for retention and win-back

Retention Matrix Development:

  • Coordinate with Loyalty and Retention within Customer Care for the development and continuous update of retention matrix

Loyalty Programs Development:

  • Develop, monitor and diffuse a strategy and roadmap for customer loyalty (including high-value segment) and improved customer experience
  • Define loyalty program objectives in line with the approved Marketing strategy and plan
  • Develop plans for partnerships to implement the loyalty programs and supervise selected partner
  • Develop loyalty program redemption process to ensure customer satisfaction

Improvement Initiatives:

  • Update rewards structure and program, on a regular basis, according to customer needs
  • Review and evaluate regular programs/ promotions on a continuous basis and adjust accordingly in order to attract and retain customers
  • Keep abreast the latest trends in terms of loyalty and retention programs and recommend enhancements on existing offers accordingly

Relationship Management:

  • Develop and maintain constructive relationships with customers to encourage repeated business

People Management:

  • Develop and motivate staff, conduct the performance, give formal and informal feedback and appraisals and conduct guidance on training programs to maximize employees' performance

WHAT DO I NEED?

Education:

Bachelor's Degree, Master's Degree is Preferable in Business Administration, Marketing or equivalent

Experience:

A minimum of 8 years of relevant experience with at least 5 years in a similar role 

Requirements:

Saudi National

Operation

Zain Saudi Arabia

Job Group

Commercial

Location

Riyadh - Saudi Arabia

Contract Type

Full Time

Closing Date

30-Sep-2017

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