CVM Loyalty & Retention Manager Virgin Mobile

CVM Loyalty & Retention Manager Virgin MobileUnited Arab EmiratesTrendingJob Identification 12221Job Category CommercialBusiness Unit Virgin MobileJob DescriptionKey AccountabilitiesChurn Management & ReductionMonitor and analyze customer churn metrics; identify drivers of churn (e.g. service issues, pricing, competition).Develop, implement and measure initiatives/campaigns aimed at reducing churn across segments (mobile and home wireless.).Create predictive models or scorecards to highlight customers at risk of leaving and implement proactive retention strategies.Loyalty Program Strategy & ExecutionDesign, launch and manage loyalty programs and rewards schemes that increase customer engagement, satisfaction and lifetime value.Conduct competitive benchmarking to ensure loyalty offerings are compelling and differentiating.Ensure loyalty initiatives are integrated into overall marketing, product, customer service & digital channels.Segment the customer base (usage patterns, tenure, value, behavior) to tailor retention and loyalty offers.Develop personalized communication/treatment strategies to engage different segments (e.g. high-value, inactive, at-risk).Work with CRM / data teams to ensure customer touchpoints are relevant, timely and consistent.Campaign & Offer ManagementLead the planning, execution, and optimization of retention & loyalty campaigns (via SMS, email, app notifications, direct contact, etc.).Manage offers and promotions: define value propositions, pricing, bundling, incentives to retain customers.Test & learn approach: run pilots, A/B tests; track effectiveness, iterate and scale what works.Customer Experience & Feedback LoopGather and analyze customer feedback related to retention and loyalty (surveys, NPS, complaints).Identify friction points in the customer journey that contribute to churn and work cross-functionally to resolve them.Drive improvements in customer satisfaction, service reliability, and support channels that reinforce loyalty.Performance Monitoring, Reporting & InsightsDefine and track key KPIs (churn rate, retention rate, lifetime value (CLV), loyalty program participation, NPS, ARPU, etc.).Build dashboards and regular reports for senior management showing trends, insights, ROI of loyalty/retention initiatives.Use data to inform strategy, prioritization, resource allocation.Stakeholder Management & Cross-functional CollaborationWork with Marketing, Product, Finance, Customer Service / Care, Digital & Operations teams to align on retention & loyalty objectives.Collaborate with partner vendors/agencies (loyalty program vendors, analytics providers) where relevant.Ensure offers, communication and operations are coordinated across channels.Budget & Resource ManagementOwn the budget for loyalty/retention programs, ensuring spend vs return.Manage internal team(s) or external vendors involved in executing loyalty/retention work.Forecast revenue impact, costs associated with campaigns or loyalty benefits.Keep up with industry trends, competitive landscape, and customer expectations in loyalty and retention (e.g., new digital tools, rewards models).Propose and pilot new initiatives or technologies to enhance retention & loyalty (gamification, mobile app features, partnerships).Continuously benchmark Virgin Mobile against competitors to ensure loyalty & retention practices are cutting edge.Qualifications, experience, skills and competenciesQualifications:Bachelor's degree or equivalent in telecom marketing/Sales/related fieldExperience:Minimum of 3 years of relevant work experience with at least 5 years of Telecommunications or eCommerce industry experienceSkillsExcellent knowledge of Telecom or eCommerceString knowledge with CVM and campaign management systemsHigh personal integrity and professional behavior standardsUnderstanding of Data processing, database technologiesFundamental knowledge of KPI's related to the field (definitions, links, impacts)Knowledge of AnalyticsExecution of Multi-channel CampaignsCampaign ROI measurementsPlease provide the level of competency as per the grade: Level1 for Band 6, Level2for Band 5, level3 for Band 4, level4for Band 3.Think strategically (Level 3 of 5)Achieve tangible results (Level 3 of 5)Lead breakthrough change (Level 3 of 5)Exceed customer expectations (Level 3 of 5)Nurture, Inspire and Motivate (Level 3 of 5)Target win-win outcomes (Level 3 of 5)About UsAbout Virgin Mobile in the United Arab EmiratesVirgin Mobile believes in making mobile better across the industry with the best customer experience, innovative products and creating a great place to work. Emirates Integrated Telecommunications Company has launched Virgin Mobile as the first fully digitalized mobile service in the UAE, providing an experience that has never been seen before in the region. Virgin Mobile is the second mobile brand to operate under the du umbrella, adhering to the rights and obligations of du’s telecommunication license while bringing a distinctly differen