Senior Customer Retention Campaign Lead

Orange; Brussel Hoofdstad; Hybrid; EUR 50,000 - 70,000; Full time

Benefits offered by this job

Company car

Mobility budget

Homeworking and net allowance

Performance bonus

Meal vouchers

Job summary

Orange Belgium is seeking a Customer Retention Expert to safeguard customer loyalty by designing targeted retention campaigns and action plans. You will work across teams to identify churn drivers and implement end-to-end campaigns that improve customer experience and retention.

The role combines hands-on campaign management with problem-solving, leveraging data and cross-functional collaboration to deliver measurable improvements in retention and growth.

Qualifications

• Degree in Management, Marketing, Communications or related field.
• A few years of relevant experience, including exposure to marketing.
• Experience developing and delivering end-to-end campaigns.
• Fluency in English and either French or Dutch.

Responsibilities

• Manage retention campaigns and lead the technical retention strategy, using data to identify customer segments, at-risk groups and churn drivers.
• 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 technical issues customers experience during their journey by bringing together customer feedback, operational insights and data from Technology, Customer Service, Data Science, Customer Experience and other teams.
• 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.

Skills

Campaign management

Data analysis

Stakeholder influence

Customer focus

Fluent English

Education

Degree in Management/Marketing/Communications

Job description

Orange Belgium is seeking a Customer Retention Expert to safeguard customer loyalty by designing targeted retention campaigns and action plans. You will work across teams to identify churn drivers and implement end-to-end campaigns that improve customer experience and retention.

The role combines hands-on campaign management with problem-solving, leveraging data and cross-functional collaboration to deliver measurable improvements in retention and growth.