Senior Executive / Assistant Manager - Campaign & Churn Management (MNC - Telco)

Responsibilities

• Drive insights through close monitoring of churn trends and benchmarking against industry best practices, to better develop strategies and create competitive advantages for retention purposes.


• Work closely with the Analytics & Research team to improve user segmentations and targeting to improve its effectiveness to curb or prevent churn via process improvement, life cycle management, communication and customer’s experiences


• Identify feasible campaigns and prepare proposal for approval


• Simulate Financial Analysis before proposing and submitting to Finance for evaluation and approval


• Prepare the Target List Requirement to generate identified target list based on business rule or identified score.


• Work with relevant support groups or vendors to ensure campaign offers fulfilled on time


• Prepare communication aid to frontliners and/or customers (whichever relevant) on approved campaigns and program to retain customers


• Conduct briefing/training and communicate to the relevant personnel on the approved retention campaigns


• Identify system issue and requirements for churn prevention and retention campaigns


• Work with relevant party to solve issue on campaign matters


• Update campaign status into the campaign tracking dashboard for monthly reporting and tracking purposes


• Operationalize campaigns based on the standard campaign performance results


• Evaluate campaigns performances at defined time and identify room for improvement to increase customers retention rate


• Identify best business practice that could be introduced or suggest modifications to existing practices that could reduce the risk of customers churn

Qualifications

• Degree in Business Studies/Economics/Decision Science, Mathematics, Statistics or equivalent, with 3-5 years of working experience
  


• Strategic thinker, creative and strong team player, with excellent track record of collaboration


• Strong quantitative and analytical skills


• Ability to quantify data into effective strategy and execution


• Excellent oral, written, communication and interpersonal skill


• Adaptable, self-starter and proactive, with a positive attitude