Customer Lifecycle Expert

Orange; Brussel Hoofdstad; Hybrid; EUR 55,000 - 90,000; Full time

Benefits offered by this job

Company car

Mobility budget

Homeworking

Net allowance

Performance bonus

Meal vouchers

Job summary

Orange is seeking a Customer Lifecycle Expert (Retention) to design targeted retention campaigns, reduce churn, and coordinate with cross-functional teams to enhance the customer experience.

You will translate strategies into end-to-end campaigns, analyze issues, and drive practical actions with stakeholders across Marketing, Data, and Customer Service. Fluency in English and French or Dutch is required, plus a degree in Marketing or a related field and at least three years of experience.

Qualifications

• Degree in Management, Marketing, Communications or a related field.
• At least three years of relevant experience, including exposure to marketing.
• Experience developing and delivering end-to-end campaigns.
• Curious, analytical mindset with the ability to connect the dots and ask the right questions.
• Ability to turn business challenges into clear, practical action plans.
• Structured, customer-focused approach.
• Strong communication and stakeholder management skills.
• Fluency in English and either French or Dutch.

Responsibilities

• Develop strategies for a specific customer segment or stage of the customer lifecycle, aligned with Orange’s strategy and goals.
• Investigate recurring customer issues by combining feedback and data from multiple teams; assess impact and root causes.
• Help prioritise risks and translate insights into practical actions.
• Translate customer strategies into clear plans and campaigns, proactive and responsive.
• Coordinate with teams to deliver these plans across channels and journeys.
• Be the main point of contact for your customer segment; assess proposed actions and priorities.
• Support budget planning and ensure efficient use of resources.
• Identify issues that may lead to churn and coordinate follow-up with relevant teams.
• For each campaign, define target audience, objectives, channels, call to action, and end-to-end journey.

Skills

Analytical mindset

Problem solving

Structured approach

Communication skills

Stakeholder management

English fluency + French/Dutch

Education

Degree in Management/Marketing/Communications or related field

Job description

Customer Lifecycle Expert (Retention)

In this role, you’ll help keep customers happy and loyal by creating targeted retention campaigns and action plans.

You’ll focus on reducing churn, supporting growth and working with teams across Orange to spot and address issues that affect the customer experience.

The role combines campaign management with investigating broader customer challenges and driving solutions.

Key responsibilities

• Develop strategies for a specific customer segment or stage of the customer lifecycle, in line with Orange’s overall strategy and business goals.
• Investigate recurring customer issues by bringing together feedback, operational insights and data from Technology, Customer Service, Data Science, Customer Experience and other teams. Assess their impact, identify possible root causes and distinguish individual cases from wider issues.
• Help prioritise risks and turn insights into practical recommendations and actions.
• Translate customer strategies into clear plans and campaigns, both proactive and responsive.
• Work with Network, Customer Service, Retail, Data, Customer Value Management and other teams to coordinate and deliver these plans.
• Be the main point of contact for requests related to your customer segment. Use customer insights and agreed priorities to assess and challenge proposed actions.
• Support budget planning and help ensure resources are used effectively within your area.
• Identify technology or operational issues that may lead to customer churn, and coordinate analysis and follow-up with the relevant teams.
• For each campaign, define the target audience, communication objectives, channels, call to action and end-to-end customer journey with the teams involved.

• A degree in Management, Marketing, Communications or a related field.
• At least three years of relevant experience, including exposure to marketing.
• Experience developing and delivering end-to-end campaigns.
• A curious, analytical mindset and the ability to connect the dots and ask the right questions.
• The ability to turn business challenges into clear, practical action plans.
• A structured, customer-focused approach.
• Strong communication and stakeholder management skills, with the confidence to bring people together around an initiative.
• Fluency in English and either French or Dutch.

You will make the difference in this highly innovative vibe. As a result, you will develop your full potential by working with highly skilled andpassionate colleagues and through continuous training.

Moreover, you can count on a highly competitive and versatile compensation (market competitive salary, company car or legal mobility budget, homeworking and net allowance, performance bonus, meal vouchers) and benefits package.

Chez Orange, seules vos compétences comptent.

Quel que soit votre âge, genre, origine, parcours, religion, orientation sexuelle, handicap, neuroatypie, ou apparence, nous encourageons activement la diversité au sein de nos équipes, car elle constitue une force pour le collectif et un vecteur d’innovation.Orange est une entreprise handi-accueillante : n’hésitez pas à nous faire part de vos besoins spécifiques.