Supervisor, Customer Value Management

Purpose of the job

Manage targeted data (mobile internet and MBB) stimulation programs for the personal prepaid, control and postpaid base that up-lift data ARPU, increase penetration of data services within the base and convert more customers into data users.

The position requires a results-oriented person with strong analytical skills, good interpersonal skills, and strong communication skills. A self-motivated individual is needed who works effectively under pressure in a dynamic environment.

Duties and responsibilities

• Identify and analyze customers' data usage via in-depth analysis of customer data, together with the customer insight analysts and modelers.
• Define segmentation criteria needed to build the segments to be targeted with the data stimulation program including overall usage, data usage, ARPU, socio-demographics, etc.
• Define or create the relevant data offers for each segment.
• Manage end-to-end the design, implementation and analysis of data stimulation programs that either up-sell data buckets to data users to up-lift their usage and ARPU, or cross-sell data to non-users via try and buy offers to convert them into data users.
• Develop targeted bonuses and offer schemes and targeted data buckets to fill in the gaps within the ATL data portfolio for mobile internet and MBB. This involves all the typical actions undertaken by a business owner to launch a product/offer. This includes analyzing data, formulating concepts and writing up concept documents, building business cases, presentations for TTM approvals, traffic forecasts and post-launch analysis.
• Be involved in pre-launch testing of products, offers, and campaigns, manage the customer journey and experience and ensure smooth launch in line with business needs and expectations.
• Manage the entire customer journey and ensure the customer experience is up to the desired standard.
• Responsible to take an active role in the annual marketing plan with respect to the revenue growth to achieve preset company KPIs.
• Share with top management insights, reviews and results of programs on a regular basis and take part in decision-making.
• Conduct necessary financial analyses, business cases, resource and traffic forecasting and analysis related to the program/product.
• Prepare scripts, SMS text, customer service briefs and any other relevant material for campaigns.
• Work closely with the direct marketing team to launch outbound campaigns and manage the entire process from agents' training, coaching to monitoring performance and reporting on their results.
• Coordinate and liaise with the CRM insight team and direct marketing team, in addition to other core business functions.
• Follow up the offers, products, and programs results and constantly improve the offers, products, campaigns and targeting rules and processes.
• Develop close and effective internal relationships with all departments, including marketing, customer services, sales channels and distribution, finance, and technology departments.
• Develop and produce regular analytical reports and dashboards to ensure proper follow up of the prepay and Star Control KPIs.

Job specification

Education

• University degree BA, Economics, Marketing, Finance
• MA or MBA would be a plus

Experience

• Minimum 2 years mobile telecom experience
• Minimum 2 years marketing experience

Skills and abilities

• Excellent analytical and presentation skills
• Strong planning and organizational background
• Excellent coordination and communication skills
• Rigour
• Self-driven
• Results oriented
• Customer focus
• Teamwork
• Project management
• Creativity and innovation
• Pragmatism
• Organizational awareness
• Meet tight deadlines
• Knowledge of the company's offers
• MS Office
• English fluent
• Knowledge of telecom marketing

At Orange, only your skills matter. Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation. Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.