About Company
Etisalat by e&, part of e& (formerly Etisalat Group), is a global leader in telecommunications and technology, driving digital transformation across the Middle East, Africa, and Asia. As the UAE’s first and largest telecommunications provider, we are at the forefront of innovation, connecting millions and empowering societies through advanced network infrastructure, cutting-edge digital services, and a relentless focus on customer satisfaction. Our commitment extends beyond connectivity, venturing into AI, IoT, cloud, and fintech to create a more connected and intelligent future. At Etisalat by e&, we believe in fostering a dynamic and inclusive work environment where talent thrives, new ideas are celebrated, and every employee contributes to our vision of redefining the digital landscape. Join us to be part of a company that is not just a telecom operator, but a digital lifestyle partner.
Job Description
Are you a seasoned professional with a passion for building lasting customer relationships and a knack for proactive problem-solving? Etisalat by e& is seeking an exceptional Senior Customer Retention Specialist to join our dynamic team in Hatta, Dubai. In this pivotal role, you will be instrumental in developing and executing strategic initiatives designed to minimize churn, enhance customer loyalty, and maximize the lifetime value of our valued subscribers. You will dive deep into customer behavior data, identify risk factors, and craft personalized retention campaigns across various channels. This isn’t just about reacting to cancellations; it’s about anticipating needs, exceeding expectations, and turning potential detractors into vocal advocates. Your expertise will directly influence customer satisfaction scores and contribute significantly to our continued growth and market leadership in the highly competitive telecommunications sector. If you are analytical, persuasive, customer-obsessed, and ready to make a significant impact in a forward-thinking organization, we encourage you to apply.
Key Responsibilities
- Develop, implement, and manage comprehensive customer retention strategies and programs to reduce churn rates across various product lines and customer segments.
- Analyze customer data, feedback, and market trends to identify key drivers of churn and develop actionable insights for proactive intervention.
- Design and execute targeted outreach campaigns, loyalty programs, and personalized communications to engage at-risk customers and reinforce value propositions.
- Collaborate cross-functionally with sales, marketing, customer service, and product development teams to ensure a consistent customer experience and address root causes of dissatisfaction.
- Monitor and report on key retention metrics, campaign performance, and customer lifetime value, providing regular insights and recommendations to senior management.
- Handle complex customer escalations and provide expert resolution to prevent churn and restore customer trust.
- Stay abreast of industry best practices, competitive landscapes, and emerging technologies in customer retention to continuously refine strategies.
- Mentor junior team members and contribute to the development of a customer-centric culture within the organization.
Required Skills
- Minimum 5 years of experience in customer retention, customer success, or account management, preferably within the telecommunications or technology sector.
- Proven track record of successfully reducing churn and improving customer loyalty.
- Strong analytical skills with the ability to interpret complex data, identify trends, and make data-driven decisions.
- Excellent communication, negotiation, and interpersonal skills, with the ability to build rapport and influence outcomes.
- Proficiency in CRM software (e.g., Salesforce) and customer analytics tools.
- Strategic thinker with a proactive and problem-solving mindset.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Fluent in English and Arabic (both written and spoken).
Preferred Qualifications
- Bachelor’s degree in Business Administration, Marketing, Economics, or a related field.
- Experience with customer journey mapping and lifecycle management.
- Knowledge of the UAE telecommunications market and regulatory landscape.
- Certification in Customer Relationship Management or related areas.
Perks & Benefits
- Competitive tax-free salary package.
- Comprehensive health and life insurance.
- Annual leave and public holidays.
- Visa sponsorship and relocation assistance (if applicable).
- Opportunities for professional development and career growth.
- Access to a wide range of e& employee benefits and discounts.
- Dynamic and multicultural work environment.
How to Apply
Interested candidates are encouraged to click on the application link below. Please ensure your resume highlights your relevant experience in customer retention and your achievements in reducing churn. We look forward to reviewing your application!