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Customer Retention Manager

Ref: SA0319

An exciting opportunity has arisen for an experienced individual to manage our Customer Retention. 

Responsibilities Include:
• Customer and market insight:

  •  Understand customers’ changing needs
  •  Understand customer feedback on products, services and experience
  •  interpret trends
  •  monitor competition
  •  identify clear innovation opportunities and formulate sound business cases

• Own, design, develop and deliver a loyalty programme and retention strategy, as well as propositions and promotions that:

  • Are commercially sound
  • Competitive, effective and relevant in the market
  • Deliver against retention KPIs, forecasts and performance goals
  • Drive further revenues and help achieve business growth targets
  • Cnhance the relationship between Gibtelecom and the customer

Other Responsibilities:

  • Own and manage CRM plan
  • Ownership of Below-the-line marketing Communications plan to keep customers up to date and informed, and deliver base commercial targets
  • Demonstrate and promote an impeccable customer experience and help manage across sales channels, helping create a highly customer focused and friendly environment
  • Propose product innovations and contract renewal strategies
  • Demonstrate and promote an impeccable customer experience and help manage across sales channels
  • Measuring success of strategies and changing plan as necessary

Qualifications/Skills and Experience
The successful candidate will:

  • Be educated to degree level in the areas of Marketing, Business or similar, demonstrable and experience in marketing and or sales.
  • Have a strong customer focus
  • Demonstrate experience with marketing and sales techniques
  • Manage both internal and external customer relationships
  • Have an excellent command of the English language and excellent verbal, written and interpersonal communication skills
  • Demonstrate outstanding commercial judgement and great numeracy skills
  • Be experienced in managing business social media channels
  • Be a valuable contributor to the team
  • Be a creative thinker and problem solver
  • Be self-motivated, multi-task and coordinate own work schedules to achieve business targets and deadlines
  • Be willing to learn and develop new skills and be flexible in working practices
  • Have strong analytical skills with the ability to interpret data
  •  Have advanced Excel skills
  • Desire to work in a fast-paced environment and appetite to learn about all aspects of the business.

In addition the following would be desirable:

  • Have knowledge of the telecoms industry and Gibtelecom products and services
  • Demonstrated social media management experience

If interested please send your CV together with a short covering letter addressed to The Senior Human Resources Advisor at

Please quote the vacancy reference on all correspondence.

How to apply

If you are interested in learning more about current employment opportunities at Gibetelecom, please contact:

Human resources department

Telephone: (+350) 20052217


15/21 John Mackintosh Square, Gibraltar