محلل قاعدة عملاء وحفاظ على عملاء الشركات الصغيرة والمتوسطة (SME) والمكاتب المنزلية (SOHO)

Job Purpose

SME Base and Retention Marketing supervisor plays a vital role in supporting SME segment evolution, revenue growth, solutions penetration, and retention of existing customer. It is necessary to have a good interpersonal and communication skills that allows him/her to build effective relationships with customer care, technical, pricing, PM & sales teams, along with improving business performance. He/she should also proactively identify potential problems and ensure that the situations are resolved as quickly as possible, keeping the management informed and provided them with the solutions taken. He/she primary goal is to ensure customer’s satisfaction, loyalty and to repeat business. oversee and improve the overall satisfaction and experience of customers within the telecom industry. This role involves understanding customer needs, managing and supporting sales KPI’s, and implementing strategies to enhance the quality of interactions between the company and its customers.

Report To Position Name

Projects activities, Delivery & Execution\: •Monitor and analyze corporate SME segment’s performance data and KPI’s, develop and execute projects to better reach the target market and boost revenues and retain clients. •Deliver the necessary reporting requirements of every new launch •Focus on developing new creative initiatives relevant to SME segment base to help achieve segment KPI’s •Ownership of the new products/ initiatives focusing on all quality aspects throughout the product execution lifecycle starting from analysis, research then developing Presentations for management approval •Ensuring project implementation, covering “customer handling, managing accounts, selling process, scripts, key selling points, channels fulfilment, launch plan, communication, post assessments & product development after launch •Work closely with project management to ensure smooth execution of new projects Base & Retention Activities\: •Collaborate with the sales (TAM Team) after the handover from the incubation team,, ensuring a smooth handover, and quality of account management. •TAM & Customers care departments to facilitate retention and growth of existing accounts based on the customers’ profiling, requests and market demands. •Designing of daily/weekly/monthly analytical reviews on the Base & revenues trends, dash boards & competition. •Responsible for development of The “Retention Programs” intended to maximize” base activity, base satisfaction. •Develop offers & solutions to evolve, grow, solutions, and retain accounts. •Undertake initiatives to retain Suspended lines. •Enhance enterprise customer experience with all touch points after the handover from Incubation to TAM teams. •Attend UAT and ensure best in class customer experience in launched value proposition •Handle customized offers requested by sales (corporate accounts) •Responsible to take an active role in the annual marketing plan with respect to the revenue growth, retention, and solutions penetration to achieve preset company KPIs. •Define segmentation criteria needed to build the segments to be targeted with the verticals model including overall usage, data usage, ARPU , industry…etc Monitoring, reporting & Analysis for segment performance KPI’s •Executive reporting to CBO •Weekly performance analysis •Monthly segment reviews •Pre and post-launch assessments for new launched projects