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Consumer Base Manager Closed

Confidential - a leading Telecom Company Jordan


Our Client , a leading Telecom Company , is looking for Consumer Base Manager to be based in Amman – Jordan and reports to Consumer Marketing Director

Purpose of the Role :

Responsible for managing the existing base in terms of loyalty, retention, value extraction and customer experience in order to achieve targets and segments KPI’s

Technical Responsibilities :

  • Develop an end-to-end marketing plan for designated consumer segments per sub-function and lead the communication of this across the business
  1. Develop Annual Plan per each sub-function
  2. Ensure the implementation of the plan and updating it whenever new insights are available
  3. Make sure that the plan is comprehensive and mainly covering the churn reduction, loyalty index increase and value extraction
  • Introduce innovative value propositions for designated consumer segments
  1. Initiate ideas and make sure that all following up on development, approval, training, and communication of new promotions are done
  2. Understand the designated consumer segments needs and have clear insights about consumer behavior, lifestyle, and aspirations
  3. Present innovative promotions and examples of what is being launched around the world
  4. Assure that the provided proposition is in line with the acquisition strategy
  5. Being proactive and utilizing all the provided systems and tool to achieve the required targets
  • Make sure that all designated consumer segments are owned and maintained by the sub-function owners
  1. In-depth analysis of existing portfolio of products followed with recommendations and action plan
  2. Monitor the market and competition, make sure that workshops are conducted and market insights on competitors’ shops and all customers touch points (dealers/sub-dealers/call center/RF/BO)
  3. Assure smooth customer journey
  • Responsible for the base KPIs: Churn, NPS, Satisfaction & ARPU increase

         Be accountable for the set and agreed KPIs

  • Report, analyze and prepare the budget

       Submit all monthly and daily related KPI’s reports before the deadline and with high accuracy, and build the budget


Managerial  Responsibilities :


Division Head – People Manager

  1. Provide guidance, instruction and direction to team members
  2. Assign roles and work load distribution, setting objectives
  3. Plan and organize the work of team members
  4. Provide needed development for team members (coordinate with his direct management and HR)
  5. Provide coaching and performance feedback to team members
  6. Manage team’s performance (Performance appraisal is part of this cycle)
  7. Act as a point of reference for team in issues related to company strategy and direction (top down approach)
  8. Assure that all his/her team member are following  policies and procedures and highlight any violation for the code of conduct
  9. Manage the administrational requirements of his/her team (Attendance, Job Description…)
  10. Set the division annual plan in alignment with the department and company direction/strategy
  11. Define the division budget
  12. Manage the division performance and assign projects
  13. Reporting
  14. Retain talents and recommend actions with low performers
  15. Document the division policies and procedures in coordination with the Quality Assurance
  16. Guarantee business continuity in his/her division


Requirements :

Education: Bachelor’s Degree in Business Administration, Marketing, Psychology or any related field 

Work Experience: a minimum of 8 years in a related function

Certificates: MBA is a plus

Knowledge and Skills:

Knowledge Of:

    • Telecom industry
    • Products & Services Knowledge: Marketing Strategy: Customer Strategy, Promotion Strategy, Channel Strategy, Product Strategy, Pricing Strategy
    • Market Knowledge: Pricing: Pricing Methodology, Pricing Models, Pricing Sensitivity, Marginal Analysis, Cost Analysis
    • Product/Service Management: Product Life-Cycle Management (launch, termination), Packaging, Campaign Performance Management (income, cost, profit, satisfaction etc.)
    • Segmentation strategies: behavioral & attitudinal segmentation approaches. Miro segmentation approach. Segmentation modeling

Skills In:

    • Project Management: Project Planning/Tracking, Issue Resolution, Resource Allocation and Budgeting, Local Culture, Project Reporting
    • Market Analysis: Segmentation Techniques, Feasibility Analysis (ROI, B/C, NPV), Competitive Analysis, Market Demand Forecasting, Market Data Analysis, Opportunity Analysis (SWOT)
    • Data Analysis: Statistics, Probability Analysis, segmentation
    • Systems management: RTDM, SAS, NBA and modeling
    • Commercial Management: Commercial planning, Sales measures and indicators
    • Analysis Techniques: Cost/benefit analysis and ROI
    • Vendor Management: Vendor management and SLA management
    • Channel Management
    • Excellent command of English language speaking and writing
    • Excellent command of MS office