• Hundreds of thousands of customers
• Thousands of data types about the customers and their situation
• Several Products & Services in the Energy Sector
• Millions of communications sent each year

• Churn decrease 
• Positive rNPS
• Customer Satisfaction Improvement

PURPOSE 

• Create a deep knowledge and analysis about customer behaviours and patterns, helping the company to have a better understanding of the customers and to set up corrective measures and campaigns
• Link marketing actions with business value with proofs and facts and assess effectiveness of initiatives
• Transform data and analyses into actionable business decisions and strategic and tactical actions to prevent our customers to leave TotalEnergies 

ACTIVITIES

• Create a knowledge and skills hub acting as a resource and support for marketing through data and its activation

1. Develop an in-depth understanding of the energy market, competitors, and market trends

2. Identify and understand churn trends, with the ability to interpret and forecast them

3. Consolidate multiple data sources into a centralized churn analytics hub

4. Identify strong and weak churn signals at different stages of the customer lifecycle

5. Identify and understand customer behaviors throughout their journey in order to support customer experience improvements

6. Support the identification of relevant customer segmentations for campaign execution and analyze campaign performance

7. Proactively propose continuous improvement solutions to help secure business objectives

8. Create, develop, and manage relevant reporting and KPIs to provide rapid visibility on key performance indicators

9. Calculate the ROI of actions

10. Act as the single point of contact (SPOC) between BI and the team

• Provide support to the Product Manager

1. Deploy the monthly pricing strategy while producing all necessary materials for smooth execution (price cards, promotions, interactions with the regulator, etc.)

2. Feed regulatory reporting and benchmarking platforms

• Master’s degree in business management or marketing 

• Strong analytical skills and critical thinking, you are able to draw analyses and interpret their results
• Strong communication skills, you are able to share and argue your opinion with tangible proofs, simplify and synthesize to pass on information
• Ability to work with data & analytics tools (SQL Server, Power BI, Office Suite, …)
• High level of rigor and attention to detail
• Business- and results-oriented mindset
• Ability to work cross-functionally with multiple teams
• Curiosity and autonomy
• Proactivity and initiative-driven mindset
• Fluent in French and English, both written and spoken. Dutch is a strong plus.