Manager - Customer Retention Engagement - Dubai, United Arab Emirates - Etisalat UAE

Description

• Responsible for fostering strongrelationships with our OTT SVOD and AVOD platform's users,driving engagement, and implementing strategies to retain existingcustomers. This role is pivotal in creating a positive userexperience, increasing user loyalty, and reducing churn throughtargeted engagement initiatives and retentioncampaigns
• Develop and execute customerengagement strategies to keep users actively using the platform andencourage repeat visits.
• Plan and implementretention campaigns, personalized messaging, and loyalty programsto reduce churn and increase customerloyalty.
• Gather user feedback / insights toenhance user experience and inform productimprovements
• Collaborate with the customersupport team to address user inquiries and concerns promptly,ensuring a positive customerexperience.
• Utilize data analytics to monitoruser behavior, engagement metrics, and retention rates, optimizingengagement and retention efforts
• Strong skillsin building and maintaining customer relationships, with a focus onenhancing user satisfaction andloyalty
• Excellent written and verbalcommunication skills to engage users effectively across variouschannels
• Ability to analyze user data andmetrics to inform decision-making and measure the effectiveness ofengagement and retention efforts
• Creativemindset to design engaging campaigns, activities, and initiativesthat resonate with users
• Proactiveproblem-solving skills to address user concerns and identifyopportunities for improvement

QUALIFICATIONS &EXPERIENCE:

• 5+ years of Proven experience incustomer engagement, customer retention, or a similar role in thedigital media or entertainment industry. Experience with customercommunication and marketing automationtools
• Familiarity with user analytics platformsto track user behavior and engagementmetrics
• Fluent in Arabic andEnglish