Customer Retention Manager

OSN - 6th Of October, Giza

256
Applicants for
1 open position
220
Seen
39
Shortlisted
148
Rejected
Experience Needed:
More than 5 years
Career Level:
Manager
Job Type:
Full Time
Salary:
Confidential, commission
Education Level:
Bachelor's Degree at least
Languages:
English
Vacancies:
1 open position
About the Job

Job Purpose

The primary goal of this role is to ensure the achievement of the country net churn target while supporting the business to achieve the net growth target.

Key Accountabilities

Planning & Organization

  • Responsible for the leadership and development of a successful team that incorporates new initiatives, efficiencies and technologies as appropriate while keeping the team motivated and enthusiastic and looking forward to achieve their target and the business objective.
  • Management of retention team activities: outgoing and incoming calls, dialer, customer retention marketing and other activities that improve the churn performance.
  • Managing team performance/KPI (target, call quality, attendance)
  • Margining the relation with the sales channel (dealer and direct sales) and together plan and manage the churn performance.
  • Monitor closely the Credit Card performance and SO performance and follow with banks on any issues related to their bin codes.
  • Analyse the churn by reason and market and make recommendation that will reduce and prevent customers from churning
  • Manage and evaluate the retention activities of contacting customers by telephone for promotional purposes (e.g. promote new channels or projects), and market research purposes (e.g. identify churn customers willing to re-subscribe).
  • Assure accurate capturing and reporting of the customer feedback
  • Analyse the churn by reason and market and recommend action to reduce the churn
  • Lead, motivate and manage a cohesive and effective team (including succession planning) in order to provide and maintain a high performance culture.
  • Ensure relevant business update, product highlights and market development are effectively communicating to the team in order to ensure it supports the achievement of churn target and business objective.
  • Assure monthly performance measurement and one to one meeting to keep the team aware of their strength and weaknesses with a plan to improve their performance
  • Assure call quality at all time when talking to customers.
  • Set dynamic escalation plan to solve customer's issue in timely manner
  • Liaising closely with staff members in the regional offices on churn related matters
  • Involvement in department is planning and budgeting.
  • High level of communication with other Management team members.
  • Keep customers informed of their subscription status and of any offers or promotion related to customers (call, email, SMS, FM, bmail)

Main Tasks:

  • Managing team performance/KPI (target, call quality, productivity and attendance).
  • Assure monthly performance measurement and one to one meeting to keep the team aware of their strength and weaknesses with a plan to improve their performance
  • Management of retention team activities on campaigns and dialers to achieve churn targets.
Job Requirements
  • Experience in customer retention, with minimum of 5 years.
  • Experience in call center with minimum of 2 years (worked with call center systems and KPIs).
  • Experience in managing multiple teams with different tasks especially on dialer and outbound activities

Knowledge & Skills:

  • English/Arabic language, as minimum.
  • Results driven with a positive attitude.
  • Good planning and organizational skills.
  • Knowledge of Pay TV industry is desirable.
  • Strong sales skills and Ability to work under pressure.
  • Good knowledge of the ICC); specifically in relation to those processes that involve the customer service module.

Competencies:

  • Change Orientation/Flexibility
  • Communication
  • Commitment to results
  • Customer Orientation
  • Developing Self & Others
  • Leadership & Management
  • Planning & Organising
  • Problem Solving & Decision Making
  • Teamwork
About this Company

Watching TV is an amazing experience. It transports you to faraway galaxies and age-old kingdoms. It’s a window that opens up a world of imagination, dreams and adventures. It’s your inner fan’s one-way ticket to the biggest sports from around the globe. It’s school time and... (More)

Industry: Entertainment
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