Sr. Supervisor, Retention

About the job Sr. Supervisor, Retention - postpaid

**Purpose of the job**

Responsible for postpaid churn reduction programs & activities and for retaining and re-engaging customers at risk and retaining their revenues. Ensuring that the end-to-end lifecycle and customer experience of Orange postpaid customers will lead to higher customer satisfaction, loyalty and stickiness.

**Duties and responsibilities**
- Develop marketing plans to achieve organizational KPI in relation to the postpaid segment such as postpaid base, churn rate, customer satisfaction, NPS, ARPU and revenues.
- Implement the development of Postpaid retention, International and Roaming plans.
- Define the retention and the value based offers used by front liners from other teams.
- Manage the process of catering to the specific needs and requirement of high-value customers in order to keep them highly satisfied with Orange and to ensure their retention.
- Optimize retention cost to ensure profitability is not negatively impacted.
- Monitor impact of new activities on the churners ARPU.
- Lead cross-functional activities to achieve the pre-set strategies and plans on time.
- Design, deliver and implement marketing plans in order to improve customers retention and customer satisfaction.
- Ownership of churn targets.
- Understand the churn drivers for customers and implement initiatives to reduce churn.
- Churn modelling and reporting, development of churn propensity models.
- Work with all related teams within and outside Orange to authenticate the overall customer experience end to end before launching any initiative.
- Develop and produce regular analytical reports and dashboards to ensure proper follow up of the churn, International and roaming KPIs.
- Manage the go -to
- market process & own overall customer experience ensuring best customer satisfaction.
- Monitor and analyze the results of all activities on the plan in accordance to KPIs.
- Harmonize efforts between different commercial departments and divisions to ensure set targets and service levels are met.
- Ensure market leadership within the postpaid segment.
- Help establish a customer oriented culture within the company.
- Monitor and analyze market norms, trends and changes related to consumer behavior and competition as well as the progress and achievements of organizational KPI.
- Empower front liners from other teams to effectively carry out retention related activities.
- Identify pro-actively opportunities to enhance billing experience including the bill payment experience, the credit policy and the bill layout due to its impact on postpaid customers lifecycle.
- Approve the scripts and contexts directed to the Postpaid segment.
- Disseminate customer experience culture within different teams by providing a customer focused input in all projects impacting postpaid segment.

**Job specification**

**Education**
- Bachelor degree from a recognized university in one of the following fields: Business Marketing or Economics.

**Experience**
- Minimum 4 years of experience, 2 of which in Marketing.
- Strong knowledge of marketing fundamentals & strategic thought process.
- Knowledge in the telecom sector is an asset.

**Skills and abilities**
- Very good English both spoken and written.
- Expertise in Microsoft Office tools.
- Strong analytical skills and strategic thinking process.
- Project Management skills.
- Strong financial & budgeting skills.
- Strong negotiations and presentation skills.
- Demonstrate ability to achieve set results.
- Ability to simplify complex issues and presents them in laymans language.
- Ability to transfer knowledge.
- Problem solving skills.
- Strong customer focus.
- Excellent interpersonal, strong communication and planning skills.
- Ability to work under pressure.
- Able to work effectively in a dynamic environment.