CLM Postpaid & Home Specialist Professional
موبايلي
Total des années d'expérience :18 years, 8 Mois
Manage implementation of new BTLs for GSM Postpaid & FTTH in
campaign management system.
- Development and Management of multilayer channels to optimize and boast the performance of various offers and take
up from existing base.
- Develop channels to support FTTH base
management, including NBA based campaigns having better pitching rate &
acceptance rate.
- Manage UNICA based campaign. definition, flow and executions, ensure smooth migration of various campaigns
from legacy systems.
- Manage UNICA, on spot and other
execution channels with optimum capacity and enhance on spot retention programs.
- Execute segment-specific timely and accurate actions to stimulate usage, increase customer tenure and churn reduction among the respective customer base.
Work cross-functionally with the Business Intelligence team to understand current customer retention KPIs (repeat rate, lifetime value, etc.) and forecast for increased customer retention.
Use data to identify customers at risk of lapsing and provide recommendations to increase their engagement and purchase activity.
Deliver regular customer retention and loyalty reporting to senior leadership
Identify opportunities to drive incremental revenue from existing customers at key stages of their relationship with us.
Increase emotional engagement with existing customers to increase repeat purchase rates and Lifetime Value.
Establish an internal best practice “Customer Retention Team” by managing and developing the new CRM/retention team
Motivating and managing team to support in implementation of strategy and comms plans
Manage all customer retention activities
. Maintain team & individual performance records
. Update KPI boards
. Take initiatives in customer satisfaction
. Maintain operational checks & control
. Understand customers' requirements, challenges culture and environment
* Improve the work environment and to enhance the level of Mobily staff satisfaction.
* Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
* Developing, implementing and reviewing core responsibilities and tasks.
Developing processes and tools to ensure compliance with contractual requirements, maximizing performance, and cost efficiency.
Campaigns
Promotions
Retention
handling all customer's issues in addition to manage my team in all fields.
