Retention Manager
3 days ago
At OSN we believe that every good story is a unifying tool with the power to heal, connect, and inspire everyone regardless of age, gender, language, or nationality. For over 2 decades we have been in the business of showcasing these incredible stories from around the world, curated for our viewers here in MENA. We intend, through our services, our innovation, and our commitment to superior content, to bring the most powerful experiences to every screen.
OSN is the MENA region's leading entertainment company for premium content services serving 26 countries. Our subscribers across both OSN+ (streaming) and OSN channels enjoy curated series, films, and documentaries across genres and languages focusing on Western, Arabic, Turkish, and more. Our purpose is and always will be to elevate the boundaries of great content in MENA, and that's why our people are the most vital part of our success. We believe that having the right team is how we can be successful at everything we do now and in the future.
Job Purpose
The Retention Manager is responsible for leading retention and loyalty initiatives for the OSN Pay TV customer base. This role will work closely with cross-functional teams to develop and implement strategies aimed at reducing churn, increasing customer satisfaction and enhancing customer experience. The Retention Manager will be an expert in customer behavior and will leverage data and analytics to make informed decisions.
Key Accountabilities
1. Responsible for churn management and win back from a marketing perspective. Targeting promotion and communication strategy to specific clusters within customer base to prevent and keep in control the churn (prevention, retention, bad payers, win back).
2. Conduct in-depth analysis of customer behavior, market trends, and competitive landscape to identify opportunities to improve customer experience.
3. Collaborate with cross-functional teams, including Marketing, Product, Operations, and Customer Service, to develop and implement retention programs.
4. Analyze effectiveness of marketing campaigns to present to top management.
5. Managing and coordinating end-to-end execution of retention and win-back campaigns (in coordination with advanced analytics, commercial finance, product and out/in-bound teams).
6. Responsible for forecasting, managing and monitoring retention promo budget.
7. Managing daily coordination meetings with operation teams (e.g. reviewing campaign scripts, setting contact policy rules, call quality checks).
8. Developing and maintaining retention offer catalogue.
9. Delivering regular reports on main KPIs and campaign results.
Financial Excellence (budgets, revenue/profit, and costs)
1. Translate data findings into commercially sound business cases and strategies.
2. Track & report on all major initiatives for ongoing checks & balances for performance.
Customer Excellence (internal/external customer engagement and relationship management)
1. To create an environment which is a great place to work for you and your colleagues through your dedication, enthusiasm, sharing of knowledge, honesty, and desire to support others.
2. To display excellent standards in all you do and inspire others to do the same, and that you operate within legislative/regulatory and company policies and procedures.
3. To display confidence, self-belief, and openness to new ideas, adapting and embracing challenges and opportunities with a determination to excel.
4. Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems and work processes.
Qualifications, experience, skills and competencies
Experience requirement:
1. +5 years of relevant experience (Marketing / CVM / Strategy/Data Analytics) is a must.
2. Strong Data analytic insights - expected to work with numbers and data to monitor churn metrics, campaign effectiveness and value return metrics.
3. Proficient in data analysis tools, such as SAS, R or Python.
4. Knowledge of the Pay TV industry or telco, including market trends and competitive landscape.
5. Proven experience developing and implementing successful retention programs in a fast-paced, high-growth environment.
Education requirement:
1. Bachelor's degree in marketing, Business Administration, or a related field.
2. Master's degree in relevant field would be a plus.
Knowledge & Skills:
1. Passion for Entertainment & Media.
2. Strong communication skills and presentation skills.
3. Ability to collaborate effectively.
4. Organized and results oriented, yet creative & inspirational.
5. Strong business acumen, with a problem-solving approach to complex issues.
6. Knowledgeable about industry trends and benchmarks.
7. Analytical skills and ability to drive financial analysis.
8. Ability to execute activities in a matrix environment.
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service, Analyst, and Other
Industries
Technology, Information and Media, Telecommunications, and Broadcast Media Production and Distribution
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