(Telco Experience) CRM - Loyalty & Customer Lifecycle

Michael Page; el Prat de Llobregat; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Flexible working model

Continuous training

Wellness initiatives

Employee discounts

Job summary

Michael Page in El Prat de Llobregat is seeking an Expert Telco Loyalty & Customer Lifecycle to own end-to-end lifecycle strategies across onboarding to pre-renewal, driving engagement and value.

The role sits at the intersection of CRM, loyalty, and commercial growth, coordinating campaigns with cross-functional teams and international markets.

The ideal candidate has a solid track record in CRM and subscription-based businesses and can translate journeys into actionable communications.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Digital Business, or related disciplines.
• Proven experience in CRM, customer lifecycle management, loyalty, or customer engagement roles.
• Strong understanding of customer journey design and campaign execution.
• Experience translating customer journeys into actionable communications and engagement programs.
• Strong commercial mindset with experience driving customer value, retention, and loyalty.
• Previous exposure to telecommunications, mobile subscriptions, SaaS, or other subscription-based businesses is highly desirable.
• Ability to work in international and cross-functional environments.

Responsibilities

• Design and own the end-to-end Telco customer lifecycle strategy, from onboarding to pre-renewal stages.
• Define and implement post-purchase and always-on CRM campaigns to increase engagement and customer value.
• Lead onboarding communications and customer education initiatives to improve product adoption and satisfaction.
• Develop cross-selling and upselling strategies throughout the customer contract lifecycle.
• Coordinate campaign implementation with Digital, CRM, Compliance, Marketing, and local country teams.
• Align lifecycle activities with customer insights, retention strategies, and CX/NPS objectives.
• Integrate telecommunications propositions into the company's broader Loyalty ecosystem.
• Share best practices and drive process standardization across international markets.
• Monitor business performance metrics and continuously optimize lifecycle initiatives to improve customer retention and profitability.

Skills

CRM strategy

Lifecycle marketing

Customer engagement

Campaign execution

Cross-functional collaboration

Education

Bachelor's degree in Business Administration

Bachelor's degree in Marketing

Job description

As an Expert Telco Loyalty & Customer Lifecycle (M/F/D) in El Prat de Llobregat, you will shape loyalty and customer lifecycle activity within the retail sector and Digital department. You will use customer-focused initiatives to strengthen engagement and support commercial goals across the customer journey.

Our client is looking for an Expert Telco Loyalty & Customer Lifecycle to own and optimize the end-to-end customer journey for telecommunications services. This person will be responsible for designing and executing lifecycle strategies that maximize customer engagement, retention, loyalty, and commercial performance throughout the contract lifecycle.

The role sits at the intersection of CRM, customer engagement, loyalty, and commercial growth, ensuring customers receive the right communication and value propositions from onboarding through contract renewal.

• Design and own the end-to-end Telco customer lifecycle strategy, from onboarding to pre-renewal stages.
• Define and implement post-purchase and always-on CRM campaigns to increase engagement and customer value.
• Lead onboarding communications and customer education initiatives to improve product adoption and satisfaction.
• Develop cross-selling and upselling strategies throughout the customer contract lifecycle.
• Coordinate campaign implementation with Digital, CRM, Compliance, Marketing, and local country teams.
• Align lifecycle activities with customer insights, retention strategies, and CX/NPS objectives.
• Integrate telecommunications propositions into the company's broader Loyalty ecosystem.
• Share best practices and drive process standardization across international markets.
• Monitor business performance metrics and continuously optimize lifecycle initiatives to improve customer retention and profitability.

Perfil ideal

• Bachelor's degree in Business Administration, Marketing, Digital Business, or related disciplines.
• Proven experience in CRM, customer lifecycle management, loyalty, or customer engagement roles.
• Strong understanding of customer journey design and campaign execution.
• Experience translating customer journeys into actionable communications and engagement programs.
• Strong commercial mindset with experience driving customer value, retention, and loyalty.
• Previous exposure to telecommunications, mobile subscriptions, SaaS, or other subscription-based businesses is highly desirable.
• Ability to work in international and cross-functional environments.
• Salary from 60.000 EUR to 80.000 EUR.
• Flexible working model, continuous training, wellness initiatives, and employee discounts.