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Customer Retention Manager

Ref: SA0319 | 1 November 2019

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 Careers@gibtele.com

  
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

Email: careers@gibtele.com

15/21 John Mackintosh Square, Gibraltar