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CRM Manager (m/w/d) with focus on retention

Industry
Telecommunication
Areas
Customer Service
Marketing

Project info

  • Period
    21.11.2022 - 28.02.2023
  • Capacity
    from 50%
  • Daily rate
    760 - 960€
  • Location
    München / Düsseldorf, Germany
  • Remote
    up to 95%

Description

  • Analytical management of existing customers
  • Analysis of customer segments, activation cohorts and ending-base cohorts
  • Determination of prevention measures within legal requirements
  • Avoidance of cancellations
  • Ensuring ARPU delta targets and managing the SRC
  • Managing channel interfaces with customer service (inbound and outbound), retail (shops and partner shops) and online
  • Definition and design of suitable campaigns across all channels (primarily call, but also email, SMS, online and physical channels)
  • Support of cross-functional strategy projects on retention topics, such as value management or developing new offer structures
  • Ensuring the central KPIs (voluntary churn, ARPU, SRC, cancellation rate,...)

Requirements

  • Experience as a CRM manager
  • Knowledge in analytical and operational CRM (especially prevention and/or win-back)
  • Skilled at working with different interfaces, especially analytics teams and the customer service channel
  • Telecommunications knowledge required
  • Experience with Jira and Confluence in an agile project environment desired
  • Proactive and communicative (actively pushing topics forward)
  • Knowledge in the XUS environment is an advantage but not a must