Loyalty Lead

Purpose of the job

Developing and animating Orange base through rewards (Points program, Non telco platform) across all market segments, to enhance loyalty and decrease churn rate.

Duties and responsibilities

1. Manage and grow a partnership network, as well as setting up new agreements and contracting with 3rd parties.
2. Experience in managing projects and ability to interact at all levels of management internally (with multiple teams) and externally.
3. Ability to uphold and improve existing processes relating to invoicing / payments of 3rd parties, as well as customer complaint management.
4. Ability to create clear traceable Loyalty propositions and activities to help measure and maintain customer satisfaction and brand loyalty.
5. Ability to Initiate on going loyalty promotions, events and gifts tested and validated operationally prior to and post proposition launch.
6. Work with research and Shops representatives and back-office teams to identify program members feedback on any new proposition or offer launched either by Orange or its competition.
7. Gather relevant sales, operational, customer results post launch.
8. Develop and produce regular analytical reports and dashboards to ensure proper management of the program budget and other resources.
9. Collaborative working with all related teams within and outside Orange to authenticate the overall customer experience end to end before launching any initiative.
10. Create clear traceable Loyalty propositions and activities to help measure and maintain customer satisfaction and brand loyalty.
11. Design and maintain operational processes that enhance the experience of members of the Loyalty Programs and raise their satisfaction.

Job specification

Education

• Bachelors degree from a recognized university in one of the following fields: Business Administration, Marketing or Engineering.

Experience

• 0-2 years of experience in the telecommunications industry or in a Marketing position.

Skills and abilities

1. Very good English both spoken and written.
2. Very good computer skills.
3. Strategic and concept development skills.
4. Negotiation and communication skills.
5. Customer centric person.
6. Team working spirit.
7. High attention to detail and quality focus.
8. Networking - builds relationships, able to work collaboratively across the organization and with external partners.
9. Results Orientated - absolute delivery focus, strong desire to deliver bottom line results and passionate and resilient.