Are you experienced in designing & implementing customer Loyalty schemes & Retention campaigns?
If yes, this is a chance to be part of Elpedison, the 1st independent Energy Producer in Greece and one of the biggest, most reliable, and friendly Alternative Electricity and Natural Gas Suppliers.
The Loyalty & Retention Officer is responsible for developing and implementing loyalty programs and designing and implementing Loyalty & Retention campaigns and activities aimed at retaining customers and fostering loyalty among them. Also, he/she will design and manage Retention Activities based on the Commercial Division’s strategic action plan and analyze customer data and behavior to understand patterns, preferences, and trends. Reports to Customer Experience & Operations Design Section Manager.
Responsibilities:
- Design, implement and launch loyalty schemes based on the company’s needs and market trends.
- Design loyalty schemes and create ROI analysis before launching to ensure the effectiveness of the proposal.
- Act as a project manager and be responsible for every step of the implementation process.
- Create launch strategies that will ensure the effective communication of initiatives and penetration to our customer base.
- Be the owner of the Company’s loyalty schemes and responsible for their smooth operation, involving: rewards availability and allocation to customers, troubleshooting referring to technical and customer issues, vendor management, and proper update of the customer database.
- Monitor the effectiveness of loyalty programs and adjust as needed. Create dashboards to measure results and KPIs every month or as needed and propose strategic initiatives.
- Monitor competition and market trends in the area of Loyalty schemes.
- Prepare presentations with conclusions and recommendations on a tactical basis, for the Commercial Division and the Top Management
- Run surveys to define the level of customer loyalty and identify ways or/and tools (eg. products, services) to further enhance it.
- Manage cross-functional teams (including marketing & communications, legal, sales, and customer care teams, etc.) to align retention and loyalty efforts with overall business objectives, whilst contributing to customer loyalty.
- Stay updated on CRM and customer loyalty best practices.
- Be responsible for the monitoring and effective allocation of the budget for Retention and Loyalty activities
Requirements:
- A Bachelor's degree in Economics, Finance, business administration, Marketing or a related field
- An MSc will be considered an asset
- 3-5 years of relevant Professional Experience in Loyalty programs with proven track records in designing and delivering Loyalty agreements with partners and schemes
- A data-driven profile, commercial understanding, with strong analytical skills
- Experience creating dashboards for metric reporting
- Knowledge and understanding of the Energy Sector or Retail Sector will be considered an asset
- Full professional English proficiency
- Strong communications skills
- Proactive, self-managing with excellent organizational skills
- Project Management skills
- Continuous Learning Mentality
- Empathy and Customer Focus
- Adaptability, Creativity and Innovation
Benefits:
- Competitive salary
- Ticket restaurant card
- Transportation reimbursement
- Bonus scheme
- Private Health Insurance coverage
- Pension Scheme
- Home electricity and natural gas discount
- Continuous learning and upskilling opportunities and access to premium online training platform
- Hybrid Working
- One extra day of paid time off
- Reimbursement for athletic activities
- Unlimited fruits and snacks at the office
- About Optimal HR
- Since 2005, Optimal HR provides unparalleled, bespoke HR services to large organizations. We pride ourselves on delivering a 360° business support platform to our clients through 4 divisions: Talent Acquisition & Talent Development, Learning Services, Workforce Management, Neuro Consulting.