OSN Retention Marketing Specialist
Osn
Total years of experience :7 years, 11 Months
• Handling the retention marketing activities and assure a better coverage for the retention promotions/offers
• Coordinate with the on line marketing team to create relevant mailer to any offer /campaign
• Track the success / feedback for each marketing campaign (through in bound, customer’s reply, manual calls, )
• Designed and implemented the monthly communication plan through SMS, mailer, IVR.
• Managed the interactive SMS projected to give the customers the voice to reach us and be part of the decision-making process.
• Continuously planned and implemented the call script of the day to day function and for the AD hoc project.
• Acknowledge customer issues and resolved their problems quickly and efficiently.
• Communicate and track the daily Net churn platinum target to service group and CVM + Daily track on the campaigns execution (upload, attempt).
• Follow on the retention users’ transactions and collection from the base
• Report and analyses the inbound and outbound calls trend
• Follow on anomalies on churn performance by country
• Communicate with service group and sales team to understand the challenges they might be facing
• Support on Data extraction for FM/ Bmails comms and tracking the impact +involvement in SMS content planning for platinum package
• Trade by daily with the service group team to review core performance
• Follow on the home collection service for cash customers
8
Team Management
• Leading and managing a team of 30 Retention advisors handling incoming, outgoing calls and Dialer that directly contributes in achieving the company’s Net churn target.
• Take a proactive and planned approach to managing resources to ensure staff have the knowledge, skill and confidence to match our products and services to the customers’ needs resulting in a brilliant customer experience and exceeding company target expectations.
• Accountability of creating and developing a high performing team, continually raising the bar on the team’s performance, through the appropriate use of best performance reviews, coaching and development, engagement plans and performance management
• Build and maintain operational processes for development of proposition that drive lifetime value across all product and segments.
• Conduct General Training plan that details the retention Role from entry level to advance level in addition to Regular training session to cope with the business objective, related to the business updates, tasks and system modification.
• Regular skills Training, for the improvement of both the behavioural competencies and the sales skills.
• Lead, motivate and manage a cohesive and effective team (including succession planning) in order to provide and maintain a high performance culture.
• Assessment schemes and regular consultation with business managers and humans resources department
• Ensuring that team churn targets / service levels are met or exceeded
• Ensuring that my team meets KPI’s through monitoring: call quality, adherence to rosters, retention and productivity and skills level, ensuring that my team have excellent product knowledge.
• Design and run motivational incentives on a daily /weekly and monthly basis to encourage the team to do more transactions
Churn Management / Customer Experience:
• Analyze the churn by reason and market and make recommendation that will reduce and prevent customers from churning
• Involvement in Retention department planning and budgeting.
• Managing the churn Performance of core and emerging market. (UAE, QAT, BHR, OMN, JOR, SUD, LIB, IRQ, LEB, PAL and YEM)
• Monitoring and influencing the key functions that have direct and in direct impact over the customer lifecycle.
• Monitoring progress/ effectiveness of initiatives through ongoing analysis. Working with data scientists to design and develop statistical analyses for proactive retention efforts. Participating in ongoing decisions concerning the retention team.
• Supporting in lunching and operating the Proactive Retention Function.
• Corporate with the finance, Business updates and the “partner deals” in charge to come up with relevant offer/ campaigns to empower the B&C process
• Margining the relation with the sales channel (dealer and direct sales) and together plan and manage the churn performance.
• Expanding Retention operational execution to include automated services, different method of payments, and building a cross functional team
8
Team Management
• Leading and managing a team of 30 Retention advisors handling incoming, outgoing calls and Dialer that directly contributes in achieving the company’s Net churn target.
• Take a proactive and planned approach to managing resources to ensure staff have the knowledge, skill and confidence to match our products and services to the customers’ needs resulting in a brilliant customer experience and exceeding company target expectations.
• Accountability of creating and developing a high performing team, continually raising the bar on the team’s performance, through the appropriate use of best performance reviews, coaching and development, engagement plans and performance management
• Build and maintain operational processes for development of proposition that drive lifetime value across all product and segments.
• Conduct General Training plan that details the retention Role from entry level to advance level in addition to Regular training session to cope with the business objective, related to the business updates, tasks and system modification.
• Regular skills Training, for the improvement of both the behavioural competencies and the sales skills.
• Lead, motivate and manage a cohesive and effective team (including succession planning) in order to provide and maintain a high performance culture.
• Assessment schemes and regular consultation with business managers and humans resources department
• Ensuring that team churn targets / service levels are met or exceeded
• Ensuring that my team meets KPI’s through monitoring: call quality, adherence to rosters, retention and productivity and skills level, ensuring that my team have excellent product knowledge.
• Design and run motivational incentives on a daily /weekly and monthly basis to encourage the team to do more transactions
Churn Management / Customer Experience:
• Analyze the churn by reason and market and make recommendation that will reduce and prevent customers from churning
• Involvement in Retention department planning and budgeting.
• Managing the churn Performance of core and emerging market. (UAE, QAT, BHR, OMN, JOR, SUD, LIB, IRQ, LEB, PAL and YEM)
• Monitoring and influencing the key functions that have direct and in direct impact over the customer lifecycle.
• Monitoring progress/ effectiveness of initiatives through ongoing analysis. Working with data scientists to design and develop statistical analyses for proactive retention efforts. Participating in ongoing decisions concerning the retention team.
• Supporting in lunching and operating the Proactive Retention Function.
• Corporate with the finance, Business updates and the “partner deals” in charge to come up with relevant offer/ campaigns to empower the B&C process
• Margining the relation with the sales channel (dealer and direct sales) and together plan and manage the churn performance.
• Expanding Retention operational execution to include automated services, different method of payments, and building a cross functional team
8
Team Management
• Leading and managing a team of 30 Retention advisors handling incoming, outgoing calls and Dialer that directly contributes in achieving the company’s Net churn target.
• Take a proactive and planned approach to managing resources to ensure staff have the knowledge, skill and confidence to match our products and services to the customers’ needs resulting in a brilliant customer experience and exceeding company target expectations.
• Accountability of creating and developing a high performing team, continually raising the bar on the team’s performance, through the appropriate use of best performance reviews, coaching and development, engagement plans and performance management
• Build and maintain operational processes for development of proposition that drive lifetime value across all product and segments.
• Conduct General Training plan that details the retention Role from entry level to advance level in addition to Regular training session to cope with the business objective, related to the business updates, tasks and system modification.
• Regular skills Training, for the improvement of both the behavioural competencies and the sales skills.
• Lead, motivate and manage a cohesive and effective team (including succession planning) in order to provide and maintain a high performance culture.
• Assessment schemes and regular consultation with business managers and humans resources department
• Ensuring that team churn targets / service levels are met or exceeded
• Ensuring that my team meets KPI’s through monitoring: call quality, adherence to rosters, retention and productivity and skills level, ensuring that my team have excellent product knowledge.
• Design and run motivational incentives on a daily /weekly and monthly basis to encourage the team to do more transactions
Churn Management / Customer Experience:
• Analyze the churn by reason and market and make recommendation that will reduce and prevent customers from churning
• Involvement in Retention department planning and budgeting.
• Managing the churn Performance of core and emerging market. (UAE, QAT, BHR, OMN, JOR, SUD, LIB, IRQ, LEB, PAL and YEM)
• Monitoring and influencing the key functions that have direct and in direct impact over the customer lifecycle.
• Monitoring progress/ effectiveness of initiatives through ongoing analysis. Working with data scientists to design and develop statistical analyses for proactive retention efforts. Participating in ongoing decisions concerning the retention team.
• Supporting in lunching and operating the Proactive Retention Function.
• Corporate with the finance, Business updates and the “partner deals” in charge to come up with relevant offer/ campaigns to empower the B&C process
• Margining the relation with the sales channel (dealer and direct sales) and together plan and manage the churn performance.
• Expanding Retention operational execution to include automated services, different method of payments, and building a cross functional team
esponsible of managing the regional B2C profile falling under high propensity to churn in order to maintain company Net Growth.
• Contact OSN Customers who are due to disconnect for lack of payment to collect and renew their subscriptions.
• Answer all inbound calls when the retention managers request it.
• Achieve retention individual and team target while adhering to department’s KPI standard.
• Handle customers inquiries and complaints to the best of their ability to maintain and win-back the customer trust.
• Being fully aware of OSN ’product knowledge, business rules, company activities and processes.
• Contribute actively, participate and work effectively towards attaining the team’s business rules.
• Receive customers ‘accident cars and manage their distribution to customers advisors.
• Schedule customers appointment for car repairing.
• Data entry /Data management
• Attend meetings with managerial staff
• Have a suitable look & personality to be my company interface.
• Being the liaison between staff and management
• Determine customers’ needs
• Having a keen awareness of product knowledge