Customer Loyalty & Retention Officer in Athens at clients' organisations

Date Posted: 12/5/2021

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

The Loyalty & Retention Officer plays a key role in developing the Loyalty program and creating Retention Campaigns, having a background in Loyalty, CRM and Retention activities and takes the ownership of the design and the implementation of Loyalty and Retention campaigns and activities. The Customer Loyalty and Retention Officer is supported for the cascade, operation and results analysis by internal individual contributors.

Main Duties/Responsibilities

  • Designs and manages Retention Activities based on Commercial Division’s strategic action plan; interpretes available data and identifies opportunities for development, targeting to reduce churn and to increase retention time. Deep dives into the customer database to glean insights that can be applied to drive the customer loyalty & retention
  • Designs and implements Loyalty Programs based on customer trends;is responsible for partners agreements and contract signing process
  • Measures results, KPIs, campaigns’ effectiveness and proposes strategic initiatives
  • Monitors competition and market trends on the area of Loyalty schemes
  • 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
  • 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 identify ways or/and tools (eg. 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
  • Stays updated on CRM and customer loyalty best practices
  • Briefs Communications Section for the advertising needs of a specific campaign or/and collaboration with a 3rd party
  • Reports monthly – or else if deemed necessary -  the results of the campaigns or/and other actions undertaken
  • Is responsible for the monitoring and effective allocation of the budget for Retention and Loyalty activities

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