Job title: Marketing Expert-Broadband & Convergent CVM

Job type

Full time

Job Level

Expert

Experience

5-10

Functions

Marketing

Languages

English
Arabic

Analyzing BB-based customers based on data-driven segmentation, coverage, behavior, usage, value, and risk indicators.
Analyze BB base performance, churn drivers, and customer lifecycle KPIs.
Create & assess predictive and data models with the data team to be used on data-driven actions.
Identify reasons behind churn, downgrade, and low-usage trends and propose corrective actions.
Build needed dashboards to monitor the detailed trends on base & churn KPIs, with a deep dive into details to identify strengths & weaknesses to build the needed proactive and reactive actions.
Build & design proactive & reactive retention catalogues & matrices, E2E procedures & empowerment tools for different channels.
Develop & implement retention strategies based on coverage, Geo locations, segments, and channel depends on different analytical sources.
Monitor competition actions, and BTL offers, and build the benchmark needed, and suggest the needed BTL offers and actions to protect the BB base.
Analyze the voice of customers out of campaigns, customer care, shops, and social media to enhance CVM actions, journeys to meet the customers’ needs, and increase satisfaction.
Build and design churn surveys to understand the reasons behind churners and the impact on us.
Develop BB retention propositions, save-offers, cross-sell, and upsell opportunities.
Align offers with customer needs, price points, market dynamics, and competitive positioning
Design outbound, inbound, digital, and cross-channel campaigns, ensuring high reach% and conversion.
Monitor daily performance of campaigns and drive continuous improvements.
Assess CVM tools & channels and work to cover all weakness points to enhance the results
Work with outbound, inbound, social media, technical, CX, to secure all CVM actions and align with all stakeholders.
Work on moving from traditional CVM channels to digital channels.
Animate the base by designing and building CVM actions to migrate customers to Fiber / 5G, depending on the coverage, to align with company objectives and enhance the customer experience of our customers.
Present weekly/monthly results to management, highlighting base & churn KPIs and trends with detailed and deep dive analysis behind the reasons, and action plan taken with results and improvements.
Ensure campaigns follow CVM governance, documentation, and operational standards.