CVM & Loyalty | Customer Retention Manager

DITO Telecommunity Corporation; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

DITO Telecommunity Corporation in Taguig, Philippines, seeks a senior leader to head the Customer Retention Team within the Customer Value Management & Loyalty Department, driving churn reduction and retention through targeted campaigns.

The role focuses on developing and executing campaign strategies, overseeing cross-functional teams, and forecasting performance against key metrics to meet business targets. Strong data-driven decision making and stakeholder collaboration are essential.

Qualifications

• Bachelor's Degree in Marketing, Business Administration, Analytics/Data Science or other relevant course of study.
• Experience in customer strategy, marketing, analytics, and segmentation.
• Experience in project management and product development.
• Experience in working with middle to senior management levels and presenting to upper management.
• In-depth knowledge and understanding of the telecommunication industry is a plus.
• Experience in multi-disciplinary design involving channels, people, process, policy, compliance/controls, and technology.
• Can work under pressure and with extended hours when required.

Responsibilities

• Oversee and provide guidance to a cross-functional team of campaign management specialists and campaign operations specialists in terms of strategy, communications plan creation and execution.
• Define and prioritize the work of the team to maximize value delivered and articulate the vision for churn management.
• Ensure proper tracking of project status and team metrics to meet business goals; pivot strategies as needed.
• Partner with segments, products, and customer touchpoint owners to develop and measure revenue optimization strategies.
• Analyze customer insights using data to target the right customers at the right time with the right offer.
• Recommend and help develop new CVM products based on usage as part of personalized offer strategy.
• Drive engagement with minimal supervision and build strong stakeholder relationships across all parties.

Skills

Campaign strategy

Analytics

Segmentation

Project management

Telecom domain knowhow

Education

Bachelor's degree

Job description

This role is in-charge of leading the Customer Retention Team under the Customer Value Management & Loyalty Department and develop campaign strategies focused on being able to manage churn and improve customer retention through targeted and customized campaigns aims to extend the customers lifetime with DITO.

Functions

• Oversee and provide guidance to a cross-functional team composed of campaign management specialists and campaign operations specialist in terms of campaign strategy and communications plan creation and execution as well as campaign performance forecasting against defined key metrics to deliver business targets.
• Responsible for defining and prioritizing the work of your team to maximize the value delivered. You must own and articulate the vision for your team specifically on Churn Management and shape the direction of your strategies and initiatives.
• Ensure proper tracking of the status of the team's projects/tasks as well as consistent tracking of the team's metrics to ensure that the business goals are delivered. Must be agile enough to pivot strategies and tactics based on team's performance, capacity and ability to deliver the targets. This involves making data-driven decisions that will deliver the highest business value.
• Partner with various segments, products, and customer touchpoint owners to develop and execute revenue optimization strategies and measure performance
• Must be capable of analyzing customer insights using data and perform analytical techniques to target the right customers at the right time and with the right offer. Must know how to use insights for campaign and strategy optimization.
• Recommend and help in the development of new specialized CVM products based on usage as part of the CVM personalized offer strategy depending on what the program to drive lowering the churn calls for.
• As a team leader, you are also expected to have the ability to drive the engagement with minimal supervisor involvement and should be able to work independently. You are also key in stakeholder collaboration and must have the ability to establish and build on working relationships effectively across all stakeholders.

Job Skills & Qualifications:

• Bachelor's Degree in Marketing, Business Administration, Analytics/Data Science or other relevant course of study
• Experience in customer strategy, marketing, analytics, and segmentationExperience in project management and product development
• Experience in working with middle to senior management levels and presenting to upper management
• In-depth knowledge and understanding of the telecommunication industry is a plus
• Experience in multi-disciplinary design involving channels, people, process, policy, compliance/controls, and technology
• Can work under pressure and with extended hours when required

NOTE: We regret to inform that only shortlisted candidates will be notified.