- Plan and execute retention campaigns to meet monthly and yearly churn and recon targets
- Plan and execute cross sell campaigns to improve dual and triple service holding customers including upsell of new and existing value-added services from the product roadmap
- Define, execute and refine customer segmentation strategy and journey
- To continuously seek new opportunities to expand the digital services usage of the segment base
- Drive overall strategy for automation of existing campaign segments, based on lifecycle journey
- Prepare business case to get approval on segmented below the line (BTL) interventions for retention management, upsell and cross sell campaigns
- Implement and automate finer aspects like contact policy at "customer" level, to enhance customer experience from BTL interventions leading to better conversion of targeted offers and reduction in churn
- Drive the decision matrix behind NBO, liaise with Data Science to ensure balance between decision tree based and scientific frameworks
- To ensure campaigns and offers to the existing base are effectively communicated and executed
- Work with IS/Product to configure segmented products
- Perform in-depth analysis of campaigns to measure outcome (i.e. conversion and churn) and work with Data Science and Analytics team to improve targeting
- Degree in Marketing, Statistics or similar field
- Minimum 4-6 years of work experience in a related role, ideally 2-3 years in the telco industry managing SME campaigns
- Prior experience in segmentation, campaign management and project management
- Understanding of Digital Marketing and Social Media Marketing
- Strong Microsoft Excel & PowerPoint skills
- Good working knowledge with relational database, Unica, Tableau as well as SQL would be advantageous
- Ability to work independently as well as in a team in a fast-paced environment.
- Strong analytical, problem-solving and communication skills.
- Excellent interpersonal skills
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Asst Manager, Value - Singapur, Singapore - StarHub
Description
Asst Manager, Value & Retention
This role encompasses to drive the overall strategy for targeted campaigns across retention, upsell and cross-sell segments including defining the Value-Added Services (VAS) upsell roadmap for existing and new products, working closely with Marketing functions and Campaign Operations team to automate the campaigns based on lifecycle journey.
Key Accountabilities:
Campaign Strategy
Campaign Operations and Planning
Qualifications
