Job Description

Key Accountabilities

Churn Management & Reduction + 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.).
+ Create predictive models or scorecards to highlight customers at risk of leaving and implement proactive retention strategies.
Loyalty Program Strategy & Execution + Design, 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.
Customer Segmentation & Personalization + 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 Management + Lead 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 Loop + Gather 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 & Insights + Define 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 Collaboration + Work 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 Management + Own 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.
Innovation & Best Practices + 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 competencies

Qualifications:

Bachelor's degree or equivalent in telecom marketing/Sales/related field

Experience:

Minimum of 3 years of relevant work experience with at least 5 years of Telecommunications or eCommerce industry experience

Skills

Excellent knowledge of Telecom or eCommerce String knowledge with CVM and campaign management systems An eye for detailing & customer-oriented High personal integrity and professional behavior standards Strong objective driven Understanding of Data processing, database technologies Fundamental knowledge of KPI's related to the field (definitions, links, impacts) Knowledge of Analytics Execution of Multi-channel Campaigns Campaign ROI measurements
Competencies


Please provide the level of competency as per the grade: Level

1

for Band 6, Level

2

for Band 5, level

3

for Band 4, level

4

for 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)