Enterprise Marketing Retention & Loyalty Manager (GSM & Connectivity)
Etisalat Misr
Total des années d'expérience :18 years, 4 Mois
Manage corporate marketing retention and loyalty functions, overseeing an EGP 8M budget and 2-members team. Heading both GSM & Connectivity, loyalty programs, retention prepositions, churn reduction, base management & ARPU expanding.
Developed enterprise retention programs that enhanced corporate retention rates.
Led corporate GSM & Corporate Connectivity retention & loyalty teams
Created corporate loyalty and engagement programs to enhance life cycle and increase stickiness.
Decreased corporate churn rate and enhanced churners ARPU.
Performed ongoing customer/market research and value profiling to identify and capitalize on retention activities ahead of the curve.
Leveraged strengths in cost-effective retention management and offers negotiations to end each year with an average of 20% under-retention budget (without compromising business growth goals).
Supervise corporate marketing retention and loyalty functions, overseeing an EGP 8M budget and 1-member team. Leading both GSM & Connectivity, loyalty programs, retention prepositions, churn reduction
Minimized enterprise churn & enhanced corporate retention rates.
Led corporate GSM & Corporate Connectivity retention & loyalty teams
Decreased churners ARPU.
Manage corporate SMB marketing retention function. Leading SMB segment GSM churn management & customer experience
Minimized SMB churn rate & enhanced SMB retention rates.
Decreased SMB churners ARPU.
Enhanced SMB customer experience across all touch points.
Led customer service teams of different queues of clients. Ensured delivering a world class customer experience. Enhanced SLAs and developed Night Shift teams to a full support unit for all customer care departments
Expanded Night Shift team performance to a full support unit for different customer care sub- departments.
Enhanced SLAs achievement across all customer care queues with ensuring providing world class customer service.
Developed teams’ members thinking out of the box techniques to find a way to say YES for customer needs.
Created corporate retention team and developed team performance to reach the goal of minimizing corporate churn.
Designed VF Egypt Corporate retention team.
Trained retention team members to proactively retain corporate customers and minimize potentiality of churn.
Coordinated with marketing segments to enhance proactive retention techniques for corporate clients.