The Loyalty & Retention Manager is responsible for maximizing customer lifetime value by reducing churn, strengthening brand loyalty, and driving engagement across Virgin Mobile’s customer base. The role focuses on developing and executing data-driven retention strategies, loyalty programs, and personalized campaigns that enhance customer satisfaction, increase ARPU, and differentiate Virgin Mobile in a highly competitive telecom market.
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Key Accountabilities
- Monitor 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).
- Design, launch and manage loyalty programs and rewards schemes that increase customer engagement, satisfaction and lifetime value.
- Segment the customer base (usage patterns, tenure, value, behavior) to tailor retention and loyalty offers.
- Lead the planning, execution, and optimization of retention & loyalty campaigns (via SMS, email, app notifications, direct contact, etc.).
- Gather and analyze customer feedback related to retention and loyalty (surveys, NPS, complaints).
- Define and track key KPIs (churn rate, retention rate, lifetime value (CLV), loyalty program participation, NPS, ARPU, etc.).
- Work with Marketing, Product, Finance, Customer Service / Care, Digital & Operations teams to align on retention & loyalty objectives.
- Own the budget for loyalty/retention programs, ensuring spend vs return.
- Keep up with industry trends, competitive landscape, and customer expectations in loyalty and retention.
Requirements
- Bachelor's degree or equivalent in telecom marketing/Sales/related field.
- Minimum of 3 years of relevant work experience with at least 5 years of Telecommunications or eCommerce industry experience.
- Excellent knowledge of Telecom or eCommerce.
- Strong knowledge with CVM and campaign management systems.
- Understanding of Data processing, database technologies.
- Knowledge of Analytics and execution of Multi-channel Campaigns.
Competencies
- 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).
Location
United Arab Emirates.
