Senior Manager, Loyalty and Retention Management

6 days ago

Muscat, Muscat, Oman Omantel Full time

Role Purpose:

Identifying, attracting, and retaining loyal customers which involves creating comprehensive loyalty programs that provides incentives, rewards, and personalized experience that build strong emotional connection with customers.

Position Information:

Title: Senior Manager Loyalty & Retention Management

  • Unit: Consumer
  • Division: Customer Life Cycle Management
  • Location: Muscat
  • Grade: L2
  • Line Manager: General Manager Customer Lifecycle Management
  • Direct reports: Nil

Minimum role requirements:

  • Bachelor's degree in relevant discipline
  • 8 years of relevant experience with at least 3 years in a management position

Key Accountabilities:

  • Build and execute customer loyalty and retention strategies that align with overall business goals
  • Develop an understanding of customer needs and preferences by collecting and analyzing customer data from various sources
  • Create a targeted customer loyalty program that provides incentives and rewards that resonate with customers such as discounts, free shipping, exclusive promotions, and personalized offers
  • Collaborate with CVM to personalize experience by tailoring offers and rewards based on customer preferences and behavior
  • Monitor customer retention rates, track program participation, and evaluate the return on investment
  • Measure and evaluate program effectiveness to ensure it is driving the desired behaviors and results
  • Develop consistent messaging and create opportunities for two-way communication with customers
  • Monitor customer satisfaction levels and develop initiatives to improve customer experience levels
  • Evaluate effectiveness of loyalty programs and implement improvements to the program to better serve the interests of the customers
  • Conduct market research and analyze feedback
  • Collaborate with other departments to design products and services that meet the needs of specific customers
  • Develop the section's SLAs to ensure seamless and timely delivery of services

Key Competencies:

Leadership:

  • Assertiveness and Conflict Resolution
  • Fostering Learning and Development
  • Inspiring and Leading Others
  • Leading Change and Cultivates Innovation
  • Visioning and Alignment

Behavioral:

  • Drives Achievements
  • Ethics & Compliance
  • Timely Decision - Making

Technical:

  • Automation
  • Database Management
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