Customer Lifecycle Expert
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Key responsibilities
• Develop strategies for a specific customer segment or stage of the customer lifecycle, in line with Orange’s overall strategy and business goals.
• Investigate recurring customer issues by bringing together feedback, operational insights and data from Technology, Customer Service, Data Science, Customer Experience and other teams. Assess their impact, identify possible root causes and distinguish individual cases from wider issues.
• Help prioritise risks and turn insights into practical recommendations and actions.
• Translate customer strategies into clear plans and campaigns, both proactive and responsive.
• Work with Network, Customer Service, Retail, Data, Customer Value Management and other teams to coordinate and deliver these plans.
• Be the main point of contact for requests related to your customer segment. Use customer insights and agreed priorities to assess and challenge proposed actions.
• Support budget planning and help ensure resources are used effectively within your area.
• Identify technology or operational issues that may lead to customer churn, and coordinate analysis and follow-up with the relevant teams.
• For each campaign, define the target audience, communication objectives, channels, call to action and end-to-end customer journey with the teams involved.
Requirements:
• A degree in Management, Marketing, Communications or a related field.
• A few years of relevant experience, including exposure to marketing.
• Experience developing and delivering end-to-end campaigns.
• A curious, analytical mindset and the ability to connect the dots and ask the right questions.
• The ability to turn business challenges into clear, practical action plans.
• A structured, customer-focused approach.
• Strong communication and stakeholder management skills, with the confidence to bring people together around an initiative.
• Fluency in English and either French or Dutch.
We offer
You will make the difference in this highly innovative vibe. As a result, you will develop your full potential by working with highly skilled and passionate colleagues and through continuous training. Moreover, you can count on a highly competitive and versatile compensation (market competitive salary, company car or legal mobility budget, homeworking and net allowance, performance bonus, meal vouchers) and benefits package.
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