Specialist - Club Vision Loyalty and Micro Segment Management

The selected candidate will be responsible for Club Vision Loyalty governance, offer execution and monitoring whilst focusing on providing special and differentiated services / benefits to the overall Club Vision customer segment for retention, increase in revenue, increase in multi-play penetration and overall satisfaction / experience.

The Job

• Represent Club Vision at all forums in the Dialog Group focusing on differentiated service treatment for the customers
• Escalate and follow up issues until closure pertaining to CV Loyalty management
• Identify the new market offers for the entire Club Vision base, negotiate and implement by liaising with Business Development team and partners to obtain external offers
• Monitor and Manage offer dispatch and offer take up coordinating with relevant stakeholders
• Responsible for planning organizing and carrying out events for Club Vision Customers and monitoring the event outcomes
• Provide inputs to data analytics that will support the operation and continuously refine and update the requirements to get accurate information to carry out related campaigns
• Identify potential churn of customers from products and services offered by Dialog Group and implement strategies for churn prevention and customer retention
• Coordinate any new requirements with the marketing team and follow-up till execution (brand related, one-time campaigns). Ensure that the supporting data is provided along with a brief and to keep all the customer channels up to date with content
• Identify process improvements and follow through to closure in delivering best in-class seamless service for the CV segment – Data analytics to be used to support / justify the changes proposed
• Administer the push notifications sent via the My Dialog app for the Club Vision and Club Vision Red Customers
• Review the customer experience segment and develop the event plans according to the Annual Social events calendar
• Identify required system changes for all Club Vision related systems to improve the efficiency – CRM, Emailer, SMS campaign management, offer management, MDA, web
• Be responsible in maintaining up to date scope documents such as SOP in line with the scope of the loyalty operations, Work Management Process (WMP) documents and ensure to conduct periodic reviews
• Preparation of management reports where applicable to present the performance of the unit

The Person

• Possess a degree or an equivalent professional qualification from a recognized university
• Recognized qualification in project management will be an added advantage
• At least 3 years’ experience in a similar role  
• Negotiation and presentation skills
• Leadership skills and ability to work within strict deadlines
• Knowledge on MS Word / Excel / PowerPoint / projects / Sharepoint 2010 / Tableau