Manager - Customer Retention Engagement

3 months ago


Dubai, United Arab Emirates Etisalat UAE Full time
  • Responsible for fostering strongrelationships with our OTT SVOD and AVOD platform's users,driving engagement, and implementing strategies to retain existingcustomers. This role is pivotal in creating a positive userexperience, increasing user loyalty, and reducing churn throughtargeted engagement initiatives and retentioncampaigns
  • Develop and execute customerengagement strategies to keep users actively using the platform andencourage repeat visits.
  • Plan and implementretention campaigns, personalized messaging, and loyalty programsto reduce churn and increase customerloyalty.
  • Gather user feedback / insights toenhance user experience and inform productimprovements
  • Collaborate with the customersupport team to address user inquiries and concerns promptly,ensuring a positive customerexperience.
  • Utilize data analytics to monitoruser behavior, engagement metrics, and retention rates, optimizingengagement and retention efforts
  • Strong skillsin building and maintaining customer relationships, with a focus onenhancing user satisfaction andloyalty
  • Excellent written and verbalcommunication skills to engage users effectively across variouschannels
  • Ability to analyze user data andmetrics to inform decision-making and measure the effectiveness ofengagement and retention efforts
  • Creativemindset to design engaging campaigns, activities, and initiativesthat resonate with users
  • Proactiveproblem-solving skills to address user concerns and identifyopportunities for improvement

QUALIFICATIONS &EXPERIENCE:

  • 5+ years of Proven experience incustomer engagement, customer retention, or a similar role in thedigital media or entertainment industry. Experience with customercommunication and marketing automationtools
  • Familiarity with user analytics platformsto track user behavior and engagementmetrics
  • Fluent in Arabic andEnglish


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