Role Purpose

Zain Iraq is Actively recruiting to hire Loyalty and Retention Senior Analyst who is responsible for performing a comprehensive and detailed analysis of Base Management, research, and development information. They develop and deploy new products and services and monitor results and achievements as per the applicable policies and procedures. They also suggest improvements to applied policies and procedures. They interfere when needed to maintain healthy relationships with suppliers and partners as per the pre-established SLAs.

Responsibilities

• Understand and participate in the development of Base Management / Loyalty and Retention /Market Research/Geo-Marketing/Product Pricing/Product Development/Roaming and Interconnection/ / Segment Management strategy and plans and participate in the achievement of objectives and targets

• Implement and suggest improvements to Base Management / Loyalty and Retention /Market Research/Geo-Marketing/Product Pricing/Product Development/Roaming and Interconnection/ Segment Management policies and procedures

• Review periodic reports submitted by subordinates and provide feedback and recommendations for improvements

• Provide support to subordinates, motivate and participate in their appraisals for the efficient use of human resources

• Coordinate with other departments (customer care, network, and sales) to manage areas impacting customer satisfaction and leading to churn.

• Prepare loyalty initiatives with telecom and non-telecom rewards such e-commerce— entertainments & gamification- life style and well-known brands and how to implement them on Zain app and website.

• Monitor the implementation of loyalty program and develop periodic reports about the results of the loyalty programs.

• Prepare and launch churn and retention products starting from analysis, product development, and business case.

• Review periodic reports submitted by subordinates and provide feedback and recommendations for improvements.

• Investigate on the ground the performance of the loyalty program and commitment of partners.

• Manage and solve all problems related to the Zain loyalty program.

• Collaborate with the customer experience team to improve the (Net Promoter Score) NPS.

• Cultivate the role of project manager for the loyalty and retention roadmap initiatives

• Perform research and analysis to understand the root cause of churn.

• Perform ad-hoc duties as assigned by the manager.

Education, Experience, and Competencies

Education

• Bachelor’s degree in business /engineering / computer science/ - related field or equivalent

Experience

• A minimum of 4 years of relevant experience with at least 2 years in a similar role

Competencies

Behavioral

• Achievement Driven

• Analytical Thinking

• Team Work

• Information Seeking

• Team Management

• Problem Solving and Creativity

• Initiative

Technical

• Financial Management

• Performance Management

• Business Modeling and Analysis

• Oral and Written Communication

• Managing Information

• Technology Application

• Advertising and Marketing

• Product Development

IDE Competency

• Courage to Engage

• Addressing Bias

• Allyship