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Job Description

ZAIN6458 - CVM Team Member

About Zain Jordan:

In 1994, Zain revolutionized telecommunications in Jordan by introducing GSM mobile services into the country. The operator quickly became the foremost telecom company in Jordan, a position that it has maintained to this day, serving over 3.8 million customers as of 31 March 2018, reflecting a 36% market share. The operation offers 100% population coverage through its 3G-enabled network that is supported by a total of 2,813 sites. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Jordan the most dynamic products and services. The foundation of Zain Jordan’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired Jordanian workforce, the company is committed to employing high caliber people as well as nurturing the finest Jordanian talent. With a strong HR and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain Jordan please visit


The role holder will be responsible for the following:

    * Provide regular market research plans, actions, trends and competitors activities as well as creating
    market reports and updating them regularly to provide insights on the market status and assist in
    the decision-making process.
     * Gathering and analyzing data as well as creating reports and dashboards to present information
    and KPIs to optimize CVM activities and accelerate customers’ value.
     *Developing, implementing and managing cross-selling and up-selling campaigns using all available
    channels to increase revenues and offer extra value.
      *Managing retention programs and campaigns that guarantee long term commitment and increase
    lifetime value.

     *Identify opportunities to develop forecasts, statistical models, segmentation schemes, and data driven
    analyses to drive marketing around customer acquisition, retention and value-extraction.     
    *Performing data mining processes to explore data, identify patterns and establish relationships
    related to areas including forecasting potential subscribers and churn rate, customer
    segmentation, subscribers’ behavior profiling...etc.


  • You will support the marketing management and segment owners with information necessary for proper decision making, covering all needed aspects.
  • You will assess the financial impact of all new marketing initiatives and ensure maximizing value, whether it was above or below the line.
  • You will enrich the marketing library with analysis that facilitate division marketing and conduct high level analysis upon arising issues in the market.
  • You will need to overview the internal product portfolio and ensure adequate price positioning, as well as ensuring proper external positioning.
  • You will assist in the business plans, budgeting exercise, as well as the quarterly re-forecasting.
  • You will assist in the segmentation and the churn analysis studies, recommending future actions accordingly.
  • You will be delivering the weekly and monthly KPIs on timely manner.
  • You need to employ available systems to analyze or predict customer behavior such SAS, SPSS... etc.
  • You will assist in planning the research roadmap in order to support the marketing department as well as other departments in the organization with needed research whether from in-house surveys or through external parties.
  • You will assist in designing the research (questionnaires), provide the correct samples and assure the proper conduction of the process.


What do I need?

  • Prepare CVM analyses and dashboards that guide different strategies and decisions; which includes
    monthly base reports, sales reports, churn reports, base movement, split of ARPU and age on
    network on daily, monthly and quarterly basis
  • Monitor and conduct all Revenue KPI’s in details and dashboards in terms of base growth and
    revenue movements in details including base, revenues, recharges per package and compare the
    numbers with the target needed, raise flags to other owners and managements with suggestions
    on next best action
  • Monitor and conduct post launch analyses and update the dashboards accordingly after the launch
    of each promotion in terms of uptake, total number of targeted segment, extra revenues and
    channel used to reach the customers
  • Support in building business cases for new promotional campaigns; by forecasting the uptake
    based on previous similar promotions and the target segment, the expected revenues and
    cannibalization and the opportunity cost.
  • Run and monitor continuous detailed analysis that covers (customer behavior, channels
    efficiency, churn, ARPU and predictive analysis) to be able to launch campaigns to retain the
    customers, target them with the most efficient channels, forecast what will they be interested in
    and will help monitor the overall performance in terms of ARPU and base movement.
  • Regularly conducts market research campaigns and act upon the findings with the management.
    By conducting surveys or focus groups
  • Continuous search for best practices across all MNOs to improve ARPU
  • Be responsible of the implementation of the CVM road map following the current guidelines and
  • Run, monitor and track ongoing CVM campaigns and ensure that deadlines are met
  • Run and update the CMS system periodically and manage it technically to run campaigns monitor
    results and control channels
  • Manage upselling (xselling) channels with responsibility to secure the maximum and efficient
    utilization of each available channel (SMS, Telesales, Call Center, shop reps.
  • Utilize current Cross selling programs in order to increase service base to ensure new revenue
    generations. By pushing new services to the right segment that the customer might be interested
    in to have more services and generate more revenues
  • Support in running up-selling campaigns urging current customers to uplift usage and upgrading
    their current packages. By pushing customers to get more value for better price
  • Guarantee utilization of channels and partnerships to enhance up-selling and cross-selling
    activities and run different campaigns. By launching different activation campaigns in the shops,
    call center, telesales, BC SMS , imessage and partners
  • Work with cross-functional teams to create and launch special retention campaigns driving loyalty
    and control churn
  • Work on potential hybrid offerings with internal and external parties to offer bundled
    packages/offers (bundle our offers with existing services/products)
  • Work with product owners and cross-functional teams to profile customers like outbound team,
    social media team, call center, shops and the data available from product owners side to have a
    full profile of the customer including age, age on network, nationality and interests
  • Use profiling of the customers and the data available for each customer in order to have
    geographic, demographic, psychographic and behavioral segmentation to better target them with
    any campaign (retention or up-selling cross-selling)accordingly

Those soft skills?

  • Analytical Thinking
  • Initiative
  • Innovation
  • Customer Centricity
  • Commitment to Excellence

Zain Jordan

Job Group



Amman - Jordan

Contract Type

Full Time

Closing Date


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