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Customer Retention Engagement Manager

2 months ago

Shaker Heights, Ohio, United States Etisalat UAE Full time

Key Responsibilities:

As a Customer Retention Engagement Manager, you will be instrumental in nurturing robust connections with users of our OTT SVOD and AVOD platforms, enhancing user engagement, and executing strategies aimed at retaining our valued customers.

This position is crucial for cultivating a favorable user experience, boosting user loyalty, and minimizing churn through targeted engagement initiatives and retention strategies.

  • Design and implement customer engagement strategies to ensure users remain active on the platform and promote repeat interactions.
  • Plan and execute retention initiatives, personalized communication, and loyalty programs to mitigate churn and bolster customer loyalty.
  • Collect user feedback and insights to refine user experience and guide product enhancements.
  • Work closely with the customer support team to promptly address user inquiries and concerns, ensuring a positive customer journey.
  • Leverage data analytics to track user behavior, engagement metrics, and retention rates, optimizing efforts in engagement and retention.
  • Demonstrate strong capabilities in building and sustaining customer relationships, focusing on improving user satisfaction and loyalty.
  • Exhibit excellent written and verbal communication skills to effectively engage users across diverse channels.
  • Analyze user data and metrics to inform strategic decisions and evaluate the success of engagement and retention initiatives.
  • Employ a creative approach to develop engaging campaigns, activities, and initiatives that resonate with users.
  • Exhibit proactive problem-solving abilities to address user concerns and identify areas for enhancement.

Qualifications & Experience: A minimum of 5 years of demonstrated experience in customer engagement, retention, or a related role within the digital media or entertainment sector.

Proficiency with customer communication and marketing automation tools.

Familiarity with user analytics platforms to monitor user behavior and engagement metrics.

Fluency in Arabic and English is required.


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