ManpowerGroup, on behalf of Elpedison is looking for a
Customer Loyalty Product Manager
Role:
To assist in the further development of propositions/offers for the electricity and NG market, moving gradually from mass marketing to segmented marketing, to undertake in depth customer segmentation and profiling, evaluate different sub-segments and niche segments, address vertical or/and targeted customer needs through bundle products and services, set-up both mass and segmented loyalty and retention campaigns via 3rd parties while also set up own loyalty platform, to reward customers based on different criteria. Use Market Analysis, Big Data analysis, advanced Loyalty Data Analytics, Artificial Intelligence and other tools, to enhance the understanding of the existing customer base and also provide insights for potential unexploited target groups.
Responsibilities:
• In cooperation with the Senior Product Manager, define and calibrate the Loyalty and Retention strategy (who to target, when to target, what offer/, with what message), capturing all customer stages over their lifecycle, to ensure in-depth understanding
• Set-up targeted Loyalty Campaigns to maximize campaign effectiveness
• Define and adjust the Loyalty and Retention opportunities via data management & analysis, using tools like VBA and SAS / R (indicatively)
• Develop and continuously improve predictive simulation models for the estimation of response rates to campaigns, identification of high potential clients, customers at risk of churn and other purposes
• Monitor the campaigns roll-out and introduce initiatives that will further boost performance
• Quantify results, prepare presentations with conclusions and recommendations on a tactical basis, for the Commercial Division and the Top Management
• Run surveys to define level of customer loyalty and identify ways or/and tools (eg.. products, services) to further enhance it
• Work closely with Sales, Legal & Operations teams to design campaigns for the delivery of business objectives, whilst contributing to an augmented customer experience
• Monitor local and global CRM trends and propose initiatives
• Introduce and support ELPEDISON products and offers in partnering loyalty platforms
• Brief Communications function for the advertising needs of a specific campaign or/and collaboration with a 3rd party
• Undertake ad-hoc projects of the Marketing & Communications Department, according to the arising needs
• Report monthly – or else if deemed necessary - the results of the campaigns or/and other actions undertaken