RETENTION SPECIALIST

Descripción del puesto.
PLEASE CONSIDER POSITION AS SG 7/8 We're recruiting Retention Executives.
Are you the one? The Challenge Be accountable for the design, tactics, implementation, coordination, and maintenance of Retention consumer programs, namely Registration & Handholding of new users (0-3 months users), based on the ROI that they provide and future needs they address.
As a Retention Executive, you will.
* Coordinate the planning, execution, and optimization of outbound call campaigns targeting individual customers; * Design and implement A/B tests to evaluate the efficiency of different campaign strategies, scripts, and approaches; * Analyze campaign performance data to identify trends, insights, and areas for improvement; * Prepare and present detailed presentations on campaign performance, including key metrics and recommendations for future campaigns; * Work closely with CX, Operations and product teams to align outbound call strategies with overall business goals; * Develop and maintain strong relationships with customers, ensuring a positive experience and addressing any concerns or feedback; * Ensure that the Programs' plans that will be deployed allow the affiliate to achieve the OB targets defined by Management Team.
When changes in OB or RFs occur, support Retention team in adapting plans to adjust to new targets; * Liaise with key teams (Legal & CA, Insights & Analytics, Brand & Portfolio and key Channels).
Who we're looking for.
* University degree preferably in Management, Economics or Data Science, but also possible engineering.
Analytical and critical thinking to fully understand impact of decisions and business issues; * Validated experience in handling outbound call campaigns, preferably in a 1-2-1 setting; * Proven experience in defining and tailoring consumer services based on consumer segment characteristics; * Experience in Management, Operations or Technology Consulting would be a plus; * Strong analytical skills with the ability to design and interpret A/B tests; * Familiarity with CRM software and call center technologies; * SQL + Python or other programming, to better understand technical requirements and stakeholders but not as a developer; * Presentation & storytelling with data skills are fundamental.
Our commitment to inclusion.
At PMI, we prioritize the well-being and sense of belonging of our workforce.
We actively promote diversity and inclusion through our employee resource groups (ERGs), which address various aspects such as age, disability, LGBTQ+, race and ethnicity, and parenthood.
These ERGs serve as inclusive networks within our organization, and we strongly encourage all employees to engage with them.
Furthermore, we take great pride in being the first global company to attain the Equal Salary Certification, highlighting our commitment to equality! Key things to know before you apply If you have taken part in a selection process for this role in the past, please ensure that a minimum of 6 months have passed since your last application to take full advantage of your learnings from the previous process.
Before completion of the 6-month interval, you are not eligible to participate again.
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