Campaign Management Specialist

Role purpose:

Drive the implementation of VBI SoHo&SME Customer Value Management strategy across the local market through the configuration of all campaigns on inbound and outbound channels, appropriate channel remuneration and the end to end review of CVM process design, while ensuring an excellent Customer Experience.

Key accountabilities and decision ownership:

• Drive the implementation of marketing campaigns generating revenue uplift & churn reduction on customers, margin enhancement, improving NPS/TNPS
• Work with VBI Sales, CVM Marketing, Big Data, Channel strategy and Customer Operations teams in order to ensure full alignment on campaign’s requirements and customer experience
• Take ownership of the appropriate channel remuneration, managing SRC dedicated budget
• Monitors and refine campaign’s outcomes throughout customer’s lifecycle process and raises risks and mitigations to leadership to ensure channels honor its commitments

Key performance indicators:

• Excellent and zero defects customer experience
• Simplicity and linearity of products and processes to the eyes of customers
• Profitability of inbound/outbound campaigns for both organization and channels, to ensure maximum Customer focus

Core competencies, knowledge and experience:

• Analytical skills
• Ability to analyse data with business lenses
• Sales acumen
• Very good relational skills in dealing with multiple stakeholders & strong influencing
• Attitude to problem solving, creativity, ambition

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