Customer-value-management-acquisition-retention
2 days ago
**Responsibilities**:
**JOB DESCRIPTION**
Yoodo is a young, innovative and energetic digital telco with a mission to re-imagine the mobile experience for the digital consumer.
Our aim is to make the customers’ life simpler and happier by giving them power over their mobile needs. Not only do we promote customers building their own plans, so they only pay for what they want, but our services seamlessly evolve with their needs. The Yoodo team consists of people who are passionate about changing the current mobile telco landscape in Malaysia.
We have an opening for a dynamic **Customer Value Management (Acquisition & Retention)**
Do you want to get your hands dirty to help rapidly scaling tech startup operate?
Do you enjoy working within an entrepreneurial environment, having personal freedom to act and be part of fun, energetic team who are running at full speed to ignite a digital disruption in telecommunications?
If the answer is YES, read on to find out more about the role at Yoodo
**JOB PURPOSE**
Acquire and grow new subscriptions by planning & running tactical campaigns, study and understand customer trending to manage base retention and churn control via reward programs.
**KEY RESPONSIBILITIES**
1 Oversee the identification of opportunities to acquire and grow new subscriptions by planning & running tactical campaigns throughout the year
2 Assist in developing base management strategy and implementation of campaigns with viable business proposal for base retention and churn control
3 Assist in development of customer engagement strategy, including development of communications, marketing materials and content for customers across all channels
4 Monitor and ensure all campaigns are reliably executed in systems and other customer touch points
5 Manage and execute various campaigns in a fast-paced and data-driven environment
6 Work closely with Data Scientist & Product team in developing statistical models to identify micro segments, customer behavior, propensity to churn, and creation of retention and churn plans including incentives and financial offers to retain customers
7 Identification of pain points and moments of truth within the customer’s journey using data including surveys, NPS (by other team) and research - and creation of plans to address the issue
8 Regularly track and manage churn process, understand trends and dynamics
9 Provide campaign reporting, analysis, insights and recommendations for improvement
10 Management of agencies involved in activities
11 Perform any other duties and responsibilities related to customer acquisition & CVM as designated by the Supervisor
**QUALIFICATIONS**:
- Marketing background is preferable
- Able to communicate, read & write in English, Malay and Chinese
**EXPERIENCE**:
- 10 years + of professional Marketing experience ideally within the telecommunications industry with at least 5 years working experience in customer value management, churn, retention and campaign management
- Preferably has worked in a digital company
**TECHNICAL & BEHAVIOURAL COMPETENCIES/ SKILLS**:
- Good planning and organization skill
- Communicates and works well with different level of people
- Communicates well with internal and external stakeholders
- Meticulous and detail in work
- Solid analytical and numerical skills
- Able to work independently and in group with least guidance, self-starter
- Result oriented and does whatever it takes to get things done (start-up environment)
- Positive and open for ideas, self-motivator
- Willing to take up challenges
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