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CB SoHo Product Manager Loyalty & Convergence

Aggregate function:  Vodafone Business
Business Area:  Local Vodafone Business Unit
Posting Country:  Italy
Date Posted:  18 Apr 2024
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Scope of the role:

In this role, you will be part of the SoHo & SME Marketing Team as Product Manager focused on micro-business customer base (companies with up to 9 employees) with the main objective to maintain and grow the value of mobile and fixed customer base (convergent customers). Moreover, having a broad view on all the core products, the role includes also the responsibility of the loyalty and reward program for all Vodafone Business segments.

Main accountabilities:

• Definition of commercial strategy for Convergent customer base, in terms of outbound and inbound campaigns, including pricing definition with a total account perspective 
• Customer base and deact analyses, for identifying useful insights for reaching commercial targets, such as churn and outflow 
• Establishment of close relationships with all sales channels (inbound and outbound, physical and phone) to deliver commercial targets 
• Budget planning, constant monitoring of deact and renewals performance, nontheless continuous correction of commercial levers given to sales channels  
• Continuous improvement and definition of the commercial offer, along with the processes related to the customer experience  
• Management of Loyalty & Reward program (accountability for all Vodafone Business segments), by identifying commercial partners for offering rewards/gratuities to the customer base, along with the definition of commercial campaigns for promoting the program

Targets:

• Churn Convergent CB (%) 
• Outflow (€k)
• Customer Base Management (€k), which is the spending dedicated to keep the customer base with Prevention/Retention/Upsell/Xsell initiatives
• # accesses to the Loyalty program and related redemtpion
• NPS

Minimum skills and competencies:

• Analytical thinking and problem solving attitude 
• Strong attitude to complexity management
• Collaboration
• Proactivity 
• Stakeholder management 
• Project Management

Must have qualifications:

• University Degree or equivalent 
• Excellent use of Excel 
• Good understanding of services industry, where knowledge of TLC/ICT is a plus 
• Basic use of SAS is a plus 

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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