Three Ireland - Senior Specialist – Bill Pay Retention and Margin Growth Specialist
The job in a nutshell
The Bill Pay Retention Senior Specialist will manage the Bill Pay Voice Customer Retention and Lifecyle Programme
The role includes development and implementing the segment retention and lifecycle management strategy with a focus on margin uplift and retention. It also includes retention and upgrade proposition development for all channels with a focus on stimulating growth and manage costs.
The KPIs associated with the role are customer Net base growth, Churn volume, Customer Retention Cost, Base margin growth and Upgrade Volumes. Value accretion & erosion protection are key always on activities for the segment
Critical to success is an ability to actively seek out opportunities to drive retention and net base growth with a focus on customer margin growth working with cross functional teams to deliver
What else it involves
- Joint accountability for delivery of revenue and margin with the rest of the segment team
- Lead on initiatives to support margin accretion and reduce revenue dilution for Billpay segment
- Be the retention champion for all channels and partner with all channels to drive execution and conversion of retention programmes
- Own the retain (Lifecyle) journey and work with our communication execution team and Marketing communications teams to continually improve quality of our contact strategies, journeys, comms and conversion
- Optimise the CRC budget to maximise retention value
- Lead on upgrade device pricing, defining requirements to pricing and device teams for monthly pricing sign off, within our customer retention (CRC) budget
- Drive additional value at the point of upgrade, through up-sell, cross-sell and increased product penetration
- Identify and implement ways to add value to retention activity to drive wider KPIs, including product holding, customer revenue and margin
- Identify market threats and propose approaches on appropriate corrective / defensive actions that can then become targeted activities to protect the base
- Work closely with Analytics on churn propensity models in support of the overall retention and base management strategy
- Monitor and report on a weekly and monthly basis Consumer postpay churn, retention, upgrade and in-contract rates metrics
- Support the wider Bill Pay Segment team to deliver bill pay KPIs and share experience and learnings to drive team efficiency
- Support the wider Segment, consumer and commercial teams
The skills we`re looking for:
Must-haves:
- Related third level qualification desirable
- Excellent interpersonal and communication skills with a strong ability to collaborate and influence
- 3-5 years relevant experience in a large organisation ideally in a Telco Organisation
- Strong Direct Marketing experience with attention to version management
- Key stakeholder management skills with strong ability to lead cross-functional teams.
- Comfortable and experienced working within a fast paced, ever-changing environment
- Commercial mindset developed in current or previous roles
Personal Characteristics
- Attention to detail and willingness to take the initiative
- Curious, and with a strong drive for continuous improvement.
- Passionate about excellent Customer Experience
- Strong understanding of data analytics and problem-solving capability
- Commercial acumen with the ability to understand the levers for driving profitability
- Excellent problem solving skills and the ability to work in a pressurised environment
- Creative thinker – helping us to pinpoint and launch propositions that make differentiate on service and help us deliver a better-connected life for our customers
- High Energy individual with a proven track record of operating in a dynamic, demanding & customer centric environment
Application can be made through this link