Manager - Customer Retention Engagement

3 months ago


Dubai, United Arab Emirates Etisalat UAE Full time
  • Responsible for fostering strong relationships with our OTT SVOD and AVOD platform's users, driving engagement, and implementing strategies to retain existing customers. This role is pivotal in creating a positive user experience, increasing user loyalty, and reducing churn through targeted engagement initiatives and retention campaigns
  • Develop and execute customer engagement strategies to keep users actively using the platform and encourage repeat visits.
  • Plan and implement retention campaigns, personalized messaging, and loyalty programs to reduce churn and increase customer loyalty.
  • Gather user feedback / insights to enhance user experience and inform product improvements
  • Collaborate with the customer support team to address user inquiries and concerns promptly, ensuring a positive customer experience.
  • Utilize data analytics to monitor user behavior, engagement metrics, and retention rates, optimizing engagement and retention efforts
  • Strong skills in building and maintaining customer relationships, with a focus on enhancing user satisfaction and loyalty
  • Excellent written and verbal communication skills to engage users effectively across various channels
  • Ability to analyze user data and metrics to inform decision-making and measure the effectiveness of engagement and retention efforts
  • Creative mindset to design engaging campaigns, activities, and initiatives that resonate with users
  • Proactive problem-solving skills to address user concerns and identify opportunities for improvement

QUALIFICATIONS & EXPERIENCE:

  • 5+ years of Proven experience in customer engagement, customer retention, or a similar role in the digital media or entertainment industry. Experience with customer communication and marketing automation tools
  • Familiarity with user analytics platforms to track user behavior and engagement metrics
  • Fluent in Arabic and English


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