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 programTargets:• 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 • NPSMinimum skills and competencies:• Analytical thinking and problem solving attitude • Strong attitude to complexity management • Collaboration • Proactivity • Stakeholder management • Project ManagementMust 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