How can we best serve our current customers while keeping them loyal to Telenet? That’s the question you’ll be answering. As a Go-to-Market Officer Retention and Churn, you’ll focus on customer retention by ensuring our products, campaigns, and offers meet the needs of our customers and reduce their likelihood of leaving for the competition. Your goal: a satisfied, loyal customer base that remains with Telenet longer.
The Retention & Churn colleagues at Telenet are dedicated to keeping our customers happy and loyal by addressing their needs, preventing churn, and providing value in every interaction. This team identifies customer segments at risk of leaving and develops tailored strategies for retention.
With a mix of Go-to-market marketers, CRM data analysts, and support from expert teams (Communication, Digital, K&C, etc.), the team specializes in understanding customer behavior and addressing changes with data-driven, personalized solutions. Whether it's crafting targeted offers, analyzing churn drivers, or deploying digital campaigns, the team ensures every action adds value for both the customer and Telenet.
Your responsibilities as a Go-to-Market Officer Retention and Churn
1. Designing and implementing churn-reducing strategies, such as personalized offers, loyalty campaigns, and retention-focused messaging.
2. Working on cross-selling and upselling efforts aligned with retention goals.
3. Supporting major 360° campaigns aimed at reducing churn and enhancing customer satisfaction.
4. Developing customer migration and promotional frameworks for retention.
5. Analyzing data to identify at-risk customer segments and creating action plans.
6. Acting as the contact person for the STP process (segmentation, targeting, and positioning), coordinating with stakeholders such as Sales & Care, Product Management, and MarCom.
7. Monitoring the market and competitor activities to adjust strategies and stay ahead.
8. Initiating and tracking commercial activities using defined KPIs, ensuring their success.
What we have to offer
You will be joining a company that invests fully in you and adapts your work environment optimally to what you need. This allows you to develop while taking care of your work-life balance. What else are we throwing into the fray?
You will have every opportunity to further develop your expertise. We stimulate your personal growth with internal mobility opportunities and extensive learning opportunities, but also give you the chance to press the pause button after a while or take a completely different path.
A varied job in which you achieve tangible results and make your mark.
A competitive gross monthly salary that we complement with benefits (ex. homeworking policy, company car, specific benefits such as meal vouchers, hospitalization insurance, telephone subscription, discounts on Telenet products, smartphone, etc.).
The fine company of colleagues who are as enthusiastic as you are.
Our ideal Go-to-Market Officer Retention and Churn
9. You have at least two years of relevant experience in Go-to-market management, direct marketing, CRM, or product management, with a clear understanding of how to implement retention-focused strategies.
10. You are highly analytical, enjoy interpreting data, and use insights to make informed decisions. Excel and other analytical tools are your go-to resources.
11. You are motivated by increasing customer satisfaction and loyalty. You understand customer needs and can translate them into actionable plans.
12. Familiarity with digital marketing tools and techniques is second nature to you.
13. You are fluent in Dutch or French and English.
14. A master’s degree in applied economic sciences, business economics, or an MBA is ideal, but equivalent experience is also welcome.