Customer Retention Expert

pbDate de publication : /b Nov 05, 2026, 12:00AM /ppbCustomer Retention Expert /b /ppIn 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. /ppWorking 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. /ppbKey responsibilities /b /pulliManage 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. /liliDevelop strategies for a specific customer segment or stage of the customer lifecycle, in line with Orange's overall strategy and business goals. /liliInvestigate 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. /liliHelp prioritise risks and turn insights into practical recommendations and actions. /liliTranslate customer strategies into clear plans and campaigns, both proactive and responsive. /liliWork with Network, Customer Service, Retail, Data, Customer Value Management and other teams to coordinate and deliver these plans. /liliBe the main point of contact for requests related to your customer segment. Use customer insights and agreed priorities to assess and challenge proposed actions. /liliSupport budget planning and help ensure resources are used effectively within your area. /liliIdentify technology or operational issues that may lead to customer churn, and coordinate analysis and follow-up with the relevant teams. /liliFor each campaign, define the target audience, communication objectives, channels, call to action and end-to-end customer journey with the teams involved. /li /ululliA degree in Management, Marketing, Communications or a related field. /liliA few years of relevant experience, including exposure to marketing. /liliExperience developing and delivering end-to-end campaigns. /liliA curious, resilient and analytical professional who can engage and motivate teams, influence stakeholders, and is eager to learn, grow and take on challenging work. /liliThe ability to turn business challenges into clear, practical action plans. /liliA structured, customer-focused approach. /liliFluency in English and either French or Dutch. /li /ulpYou 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. /ppYou 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. /ppMoreover, 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. /ppChez Orange, seules vos compétences comptent. /ppQuel que soit votre âge, genre, origine, parcours, religion, orientation sexuelle, handicap, neuroatypie, ou apparence, nous encourageons activement la diversité au sein de nos équipes, car elle constitue une force pour le collectif et un vecteur d’innovation.
Orange est une entreprise handi-accueillante : n’hésitez pas à nous faire part de vos besoins spécifiques. /p