Customer Lifecycle Specialist

Company: Enel Energie

Department: Marketing, Innovation & Business Development

Responsibilities:

• Develop retention and winback strategies for electricity and gas B2C & B2B customers;
• Review retention & winback scripts;
• Monitor and analyze customer lifecycle moments - from activation to customer retention;
• Work closely with sales channels, customers support channels & product managers to identify main retention & winback, pain points and benchmarks;
• Proactively develop and update dashboards, focusing on key data & metrics for retention, churn & winback activities;
• Conduct in-depth campaign analyses providing insights and suggestions to support and improve customer base protection & development strategies;
• Identify CRM/ marketing activities, products & offers improvement opportunities based on customer profiling and segmentation;
• Collect and analyze data regarding customer lifetime, preferences, demographics, buying habits and needs to increase success of retention & winback activities;
• Communicate effectively analyses and insights in written, verbal, and presentation formats to peers, management, and senior management as needed.

Who you are?

• Bachelor’s degree in Business, Marketing, Economics, Social Sciences or a similar field;
• Minim 5 years experience with the specific role experience;
• 5-7 years of customer interactions and/ or retention activities;
• Experience in cross channel customer interactions;
• Must have: Microsoft Office (Excel, Word, PowerPoint), Salesforce;
• Nice to have: PowerBI, ThinkCell;
• Fluent in English (both written and spoken).

What kind of soft skills we are looking for?

• Ability to identify voice of the customer and understand main customer lifetime moments;
• Able to derive meaning from data to presentations in concise and clear language and representation;
• Clear understanding of customer lifetime moments;
• Ability to provide actionable insights to develop the customer lifetime strategy;
• Proactive in collaborating with cross departments: Customer Care Sales, IT etc.
• Self-motivated team player with an excitement for driving results.

Sounds like a perfect job? We have even more to offer:

• Contract: unlimited period;
• Competitive salary package;
• Discounts for medical services;
• Extra days off (Birthday, Energy Day) + Extra days off depending on seniority;
• Reimbursement of part of the holiday ticket;
• Special offers for our employees from our collaborators;
• Real professional development opportunities;
• International working environment and travel opportunities;
• The integration program in a professional, young and dynamic team.

What else do you need to know?
We inform you that all applications received will be treated confidentially. Only the selected candidates will be contacted for an interview, the rest of the applications being kept in the Enel database for a period not exceeding one year.

ENEL is a multigenerational company, characterized by the values of diversity and inclusion. Regardless of age, ethnicity, gender or disability, here you will find all the support you need to adapt and achieve performance. Because in ENEL differences become opportunities!

Enel Energie is, together with Enel Energie Muntenia, one of the supply companies of the Enel Group in Romania. The company offer includes both electricity and natural gas products, as well as added value services (such as assistance services, lighting products, air conditioning, home heating systems, energy efficiency solutions etc) for the clients whose needs we serve at our best.