Job Specifications
Your mission:
As a Head of Customer Base Management, you will drive the management and execution of personalized campaigns, customer lifecycle management, and customer base growth activities, ensuring the effective segmentation and targeting of customers, to ensure that customer value is maximized through data-driven decisions, increased customer engagement, and the optimization of customer retention and upsell opportunities, contributing to the company’s long-term success.
Your responsibilities:
Lead actions to increase customer value by focusing on key moments when customers can move up a category or adopt complementary products and services
Develop initiatives to increase ARPU, attachment rates, and convergence through cross-sell, upsell, and bundling offers (e.g., product upgrades, cross-service promotions)
Proactively engage customers at key lifecycle moments to offer new products, services, or offers to generate additional revenue
Use customer data and predictive models to identify growth opportunities and optimize interactions with customers at the right moments (e.g., after product adoption, at renewal time)
Ensure consistency in 1-to-1 communication with customers and manage campaign prioritization in collaboration with the Retention manager
Lead personalized campaigns and 1-to-1 marketing initiatives to engage customers and increase their value by offering the right products and services at key lifecycle moments
Implement actions to move customers up categories, increase attachment rates, and foster convergence through bundling offers and personalized recommendations
Ensure seamless integration of customer growth initiatives across all channels, using lifecycle data to synchronize campaigns and communications at optimal moments
Continuously monitor performance to adjust and improve the effectiveness of growth actions
Collaborate with analytics teams to evaluate lifecycle performance and identify growth opportunities at key moments
Track performance indicators (e.g., ARPU, conversion rates, attachment rates) and propose improvements based on data analysis
Conduct post-campaign reviews to refine actions and ensure ongoing growth in customer value across all lifecycle stages
Provide actionable insights to optimize customer targeting at strategic lifecycle moments to maximize satisfaction and revenue growth
Manage and monitor the team's budget, ensuring cost efficiency, resource allocation, and alignment with financial targets while providing insights to senior management
Lead a team composed of professionals with expertise in Campaign Management, Customer Base Management, Customer Lifecycle Management, Communication, Business Analysis or similar
Your profile:
Master’s degree or equivalent with experience
Minimum of 5 years of experience in a management role and in roles related to Campaign Management and Customer Base Management
Data modelling experience
Experience in managing small teams and project management
Experience and knowledge of the telecommunications industry is a plus
Excellent communication skills, with the ability to clearly and concisely report on team results and provide necessary feedback
Leadership skills, with the ability to motivate and inspire teams, set priorities, and resolve conflicts
Creative and customer-centric mindset, always focused on delivering innovative solutions that meet customer needs
Fluent English and French or Dutch
We offer:
You will make the difference in this highly innovative vibe. As a result, you will develop your full potential by working with highly skilled colleagues and through continuous training. Moreover, you can count on a highly competitive and versatile compensation (market competitive salary, company car or legal mobility budget, homeworking and net allowance, performance bonus, meal vouchers) and benefits package.
Inspired? Please send us your resume and we will rapidly get back to you to invite you for further interviews.
About the Company
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand ...
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