Customer Loyalty & Retention Officer in Athens at clients' organisations

Date Posted: 8/23/2021

Job Snapshot

Job Description

On behalf of our client, ELPEDISON, we are looking to recruit a Customer Loyalty & Retention Officer.

The company

Having inherited the expertise, know-how and technology from its parent companies, Hellenic Petroleum and Edison, ELPEDISON is the energy company that understands the market in depth, identifies all critical impacting factors and always acts with the end-consumer's benefit in mind. It represents one of the largest private energy producers in the Greek market as well as one of the most reliable and competitive energy suppliers, addressing both residential and business customers. Today, ELPEDISON is a leading company both in electricity production and supply, and gas supply. It aspires to always be one of the most important players in its sector, offering energy services of the highest quality, at competitive prices, with stability and consistency.

The position

To assist in the further development of propositions/offers for the electricity and NG market, moving gradually from mass marketing to segmented marketing, to undertake in depth customer segmentation and profiling, evaluate different sub-segments and niche segments, address vertical or/and targeted customer needs through bundle products and services, set-up both mass and segmented loyalty and retention campaigns via 3rd parties while also set up own loyalty platform, to reward customers based on different criteria. Use Market Analysis, Big Data analysis, advanced Loyalty Data Analytics, Artificial Intelligence and other tools, to enhance the understanding of the existing customer base and also provide insights for potential unexploited target groups.

Main Duties/Responsibilities

  • Defines and calibrates the Loyalty and Retention strategy (who to target, when to target, what to offer, with what message), capturing all customer stages over their lifecycle, to ensure in-depth understanding
  • Sets up targeted Loyalty Campaigns to maximize campaign effectiveness
  • Defines and adjusts the Loyalty and Retention opportunities via data management & analysis, using tools like VBA and SAS / R (indicatively)
  • Develops and continuously improves predictive simulation models for the estimation of response rates to campaigns, identification of high potential clients, customers at risk of churn and other purposes
  • Monitors the campaigns roll-out and introduces initiatives that will further boost performance
  • Quantifies results, prepares presentations with conclusions and recommendations on a tactical basis, for the Commercial Division and the Top Management
  • Runs surveys to define level of customer loyalty and identifies ways and/or tools (e.g. products, services) to further enhance it
  • Works closely with Sales, Legal & Marketing teams to design campaigns for the delivery of business objectives, whilst contributing to an augmented customer experience
  • Monitors local and global CRM trends and proposes initiatives
  • Briefs Communications function for the advertising needs of a specific campaign or/and collaboration with a 3rd party
  • Undertakes ad-hoc projects for the Commercial Department, according to the arising needs
  • Reports monthly – or else if deemed necessary - the results of the campaigns or/and other actions undertaken

Job Requirements

  • BSc in Economics, Statistics, Mathematics, Engineering or relevant disciplines
  • MSc will be considered an asset
  • Approximately 3-4 years of professional experience in Loyalty programs, Data Analytics, CRM analysis, CBM or related field
  • Good knowledge of VBA and SAS / R / SPSS
  • Familiarity with the Energy and/or Technology sectors will be an advantage
  • Proficient user of MS Office
  • Excellent command of the English language, both written & oral
  • Highly developed interpersonal & communication skills
  • Team spirit & ability to cooperate at all levels
  • Very good analytical skills & numerical understanding