Senior Manager Loyalty and Retention Management

Job title: Senior Manager Loyalty and Retention Management

Company: Omantel


Job description: Job Description:Role Purpose:Identifying, attracting, and retaining loyal customers which involves creating comprehensive loyalty programs that provides incentives, rewards, and personalized experience that build strong emotional connection with customers.Position InformationTitle: Senior Manager Loyalty & Retention Management

• Unit: Consumer
• Division: Loyalty & Retention Management
• Location: Muscat
• Grade: L2
• Line Manager: General Manager Customer Lifecycle Management
• Minimum role requirements:
• Bachelor’s degree in relevant discipline
• 8 years of relevant experience with at least 3 years in a management position

Key Accountabilities

• Build and execute customer loyalty and retention strategies that align with overall business goals
• Develop an understanding of customer needs and preferences by collecting and analyzing customer data from various sources
• Create a targeted customer loyalty program that provides incentives and rewards that resonate with customers such as discounts, free shipping, exclusive promotions, and personalized offers
• Collaborate with CVM to personalize experience by tailoring offers and rewards based on customer preferences and behavior
• Monitor customer retention rates, track program participation, and evaluate the return on investment
• Measure and evaluate program effectiveness to ensure it is driving the desired behaviors and results
• Develop consistent messaging and create opportunities for two-way communication with customers
• Monitor customer satisfaction levels and develop initiatives to improve customer experience levels
• Evaluate effectiveness of loyalty programs and implement improvements to the program to better serve the interests of the customers
• Conduct market research and analyze feedback
• Collaborate with other departments to design products and services that meet the needs of specific customers
• Develop the section’s SLAs to ensure seamless and timely delivery of services

Expected salary:

Location: Muscat

Job date: Tue, 29 Apr 2025 03:45:18 GMT

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