Vakansiyanın detalları
- Əmək haqqı: Razılaşma yolu ilə
- Kateqoriya: Menecer
- ingilis dili azərbaycan dili rus dili
Vakansiyanın təsviri
- Develop comprehensive retention strategies, including loyalty programs, CRM, lifecycle communications, and MGM.
- Lead the RRP Adoption Program, ensuring alignment across touchpoints and driving engagement.
- Define, track, and analyze key performance indicators (KPIs) for retention and adoption programs.
- Ensure efficient handling of inquiries and complaints, maintaining global/local standards and SLAs.
- Monitor service quality and compliance, reporting on key Consumer Care KPIs (CSAT, FCR, response times).
- Optimize retention program mechanics and consumer care workflows for efficiency and improved user experience.
- Manage escalations and implement corrective actions based on complaint analysis and feedback.
- Generate integrated reports and actionable insights from performance data to inform strategic decisions.
- Develop and oversee the operational budget for Retention and Consumer Care direction.
- Ensure efficient resource allocation across retention and consumer care operations.
- Manage contracts and financial documentation related to vendors in scope.
Xüsusi tələblər
- Bachelor’s or master’s degree (preferably in Marketing, Business Administration, Economics);
- Minimum 5+ years of relevant experience in Consumer Retention, Loyalty Programs, CRM, or Customer Lifecycle Management, preferably within FMCG, Consumer Electronics, or Digital/E-commerce sectors;
- Experience with Digital Marketing channels and platforms (Email Marketing, Marketing Automation, CRM systems, Analytics tools);
- Understanding Consumer Care strategy and processes is a strong asset;
- JTI experience (is desirable);
- Fluent English, Azeri, Russian (desirable);
- Strong leadership, strategic thinking & project management skills;
- Experience in managing teams;
- Ability to analyze data, generate reports, and translate insights into strategic actions.
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