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Job description / Role
The role holder will be responsible for developing and managing loyalty programs targeting different segments of the consumer market.
Loyalty program coordinator will be specifically required to:
• To manage and develop loyalty programs for the different market segments based on their value segmentation.
• Work closely with Qtel customer touch points' managers (call center, sales managers, etc) to develop processes related to the loyalty program(s).
• Supervise and co-ordinate with the loyalty program account managers any marketing initiatives that will enhance customer experience with our loyalty program(s).
• Propose solutions, compensation budgets and win back processes for complaints resulting from any of the loyalty programs.
• Asses and work with outsourced vendors to implement best practice loyalty schemes within Qtel.
• Aware of global loyalty programmes especially within the telecom and Airlines Industries.
• Take ownership of customer loyalty & retention and the management of loyalty programs to meet revenue/ churn targets
Costs & Profitability
The role-holder while not directly responsible for budgets will have significant influence over how the part relevant to CRM, Retention and Loyalty is spent.
The role-holder is strategically and operationally responsible for developing a best in class Loyalty strategies that will allow Qtel to compete effectively when competitor arises.
The role-holder is responsible for researching, identifying and communicating the development of best practice loyalty programs.
Customers
The position requires significant interfacing with key people across Qtel, namely managers of Call Center, Marketing Managers, Sales Managers and IT managers.
Business orientation
The position requires that the role holder stay in touch with Qtel’s broader development objectives (marketing efforts, products and services roadmap) and react to these in the best interest of Qtel.
Planning & Organising
The role holder is responsible for preparing end to end processes for the creation and ongoing development of the loyalty program(s)
So ability to plan and deliver technically and commercial Project Plans is essential.
The role holder shall make sure that all involved parties – those within his own team as well as those in other support departments (e.g. Customer Care, Sales, marketing product managers, communications, IT, Network Engineering etc) are informed of any deadlines they are responsible for and follow up on a regular basis to ensure that all milestones are met on time.
Problem Solving
The role-holder has to demonstrate a number of problem-solving skills. Such routine problems as there are include: obtaining sufficient resource support from other departments and compelling senior management to make decisions in a timely fashion.
One-off problems will include specific implementation difficulties and testing / launch problems
The role holder shall at any time point out and report problems that will obstruct the project progress. If such is the case, the role holder shall actively try to solve the problem by alternative means.
Communicating, negotiating & influencing
The role-holder is responsible for the following types of communication:
• Progress reports to management
• Project planning reporting to support departments (outlining areas of departmental responsibility and target delivery dates)
Product service descriptions and service education training materials to the Sales, Customer Call Centre and Shop departments (to brief such departments on proposed new service launches and to arm them with the information they need to deal with relevant customer inquiries).
Requirements
The role-holder needs to have a good understanding of mobile industry trends and full telecom technologies.
Develop and launch retention activities and customer facing strategies in a consumer marketing environment.
Good communication skills that get people to support your initiatives
Good project management and communication skills.
A confident natural self-starter with strong commercial acumen, to consistently make the right call.
At least 2 years experience working in an advanced CRM/ Customer Retention environment where proposals are well reasoned and deliver positive ROI preferably in a telecommunications environment.
Has managed or was part of the team who managed loyalty programs.
Possession of a university degree
Perfect written and spoken English
Specific skills required include the ability to:
• Perform a profitability analysis / model a business case
• Write a business case (i.e. an assessment involving a discussion of options & a specific recommendation)
• Write Project Plans
• Multi-task across multiple tasks (prioritisation setting and workload allocation)
• Resolve conflict
About the Company
Ooredoo, formerly known as Qatar Telecom (Qtel), is a leading international communications company delivering mobile, fixed, broadband internet and corporate managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa and South-East Asia. As a community-focused company, Ooredoo is guided by its vision of enriching people’s lives and its belief that it can stimulate human growth by leveraging communications to help people achieve their full potential. Ooredoo has a presence in Qatar, Kuwait, Oman, Algeria, Tunisia, Iraq, Palestine, the Maldives and Indonesia. Ooredoo’s shares are listed on the Qatar Exchange and the Abu Dhabi Securities Exchange.