About the job
Join Orange Jordan Family , Where Caring, Responsibility & Boldness drive growth, innovation & collaboration!
Be part of a team that's shaping the future.
We are committed to offering the best to our customers, colleagues & stakeholders.
We keep our promises, act responsibly, and speak the truth.
We are ambitious and determined, and take the initiative to seize opportunities.
#Lifeatorange #Orangeishere #careersinjordan #nowhiring #jobopening #technology #boostyourcareer
Key Accountabilities:
- 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.
Education & Experienc
- Minimum 5-7 years’ experience in the related field.
- Related experience in the Telecom industry.
- Preferably an industrial engineer.
