Specialist: Retentions & Loyalty at Telkom

Core Description    
Responsible for developing customer-centric strategies for increasing customer retention in both Mobile and Fixed subscribers; including loyalty and rewards programs that leverages the digital world, appreciates consumer and improve engagement. Also responsible to drive the implementation of these strategies by liaising with operational departments like sales, channel managers, IT and Marketing. Monitoring the implemented strategies in order to make adjustments, refinements and to measure ROI. Identity new opportunities for Telkom to differentiate its churn, loyalty & rewards programs to win & retain high value customers. Also responsible for in setting the ongoing vision for the loyalty and rewards programs by using consumer insights, market & technology trends and by tracking the customer experience.

Competencies    
Functional Knowledge:

• Business Acumen; Marketing Practices; MS Office (Excel, Word, Power Point); CVM and Loyalty Management, E-Commerce, Digital Marketing

Functional Skills

• Presentation Techniques; Planning; Decision Making; Problem Solving; Communication; Innovation; Analysis; Experience of launching consumer or business facing technology-led offers or service (e.g. mobile apps, ecommerce systems); Exposure to marketing and an understanding of the importance of end consumer/ user when designing systems or processes; Ability to generate and apply insights to develop a consumer proposition; Experience launching new consumer products or features, preferably in a digital environment

Attitudes/ Leadership Competencies

• Adapting & Responding to Change; Adhering to Principle & Values; Challenge Driven/ Goal Orientated; Concern for Excellence; Decisive; People orientated; Resilient

Job Responsibilities

• Insight into Churn Trends & reasons are key to enable to build strategy and associated initiatives.
• Request applicable reports as per OLA's from customer insight specialist & channel/ operational partners regarding churn behaviour.
• Analyse churn reports received from various stakeholders and Interpret reports in order to understand churn trends and reasons.
• Develop and determine a loyalty membership strategy to deliver acquisition, retentions, active participation and share of wallet from member segments.
• Lead multiple stakeholders, product team, customer research, channels, and technology leaders, in the discovery process to define optimal loyalty and rewards experiences.
• Set and prioritize program roadmaps and go-to-market approach, drive validation of all concepts and program enhancements.

Required Certification    

• None

Qualifications    

• Relevant 3-year degree/ diploma (at least NQF level 6), preferably in marketing

Experience    

• 5 years relevant experience, preferably in Marketing environment. 2-3 years experience in managing customer Retention, Loyalty and platform personalization programs in a digital/ E-commerce space.

Special Requirements    

• Driver's license, willing to travel, working overtime.
• Excellent analytical and logic reasoning ability.

Closing Date: 1st, March 2022