Customer Retention Expert

Customer Retention Expert

In this role, you’ll help keep customers satisfied and loyal by developing targeted retention campaigns and action plans. You’ll focus on reducing churn and supporting growth, while identifying and addressing issues that affect the performance of our products and services—particularly technical issues that impact the customer experience.

Working closely with teams across Orange, you’ll investigate recurring customer challenges and help drive effective solutions. The role combines hands‑on campaign management with broader problem‑solving to improve customer experience and retention.

Key responsibilities

• Manage retention campaigns and lead the technical retention strategy, using data to identify customer segments, at‑risk groups and churn drivers. Lead projects and analyse business processes to uncover customer pain points caused by product or service issues.
• 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 technical issues customers experience during their journey by bringing together customer 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.
• 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, resilient and analytical professional who can engage and motivate teams, influence stakeholders, and is eager to learn, grow and take on challenging work.
• The ability to turn business challenges into clear, practical action plans.
• A structured, customer‑focused approach.
• Fluency in English and either French or Dutch.

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.

You will get the opportunity to learn about technology, collaborate with teams across Belgium and Europe, and make a real impact by addressing root causes and improving the overall customer journey.

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.