Customer Value Management Specialist
Zain - Kuwait
Total years of experience :7 years, 5 Months
Improving existing customer base behavior and stimulating revenues through developing promotions and customized products under prepaid segment. Designing and assessing structured below the line (BTL) campaigns through a campaign management system (CMS). Retaining and winning back customers via monitoring churn, developing proactive & retroactive initiatives, and the management of loyalty and retention programs. Reporting, analysis, and monitoring of revenues and customer behavior. Responsible for segmentation and base management.
Accomplishments
• Supervised, planned, and coordinated daily activities of two CVM employees.
• Restructured and developed prepaid campaigns and products that improved overall CMS incremental revenues by 80% over a period of one year.
• Enhanced CMS operations by developing an automated Excel tool that captures detailed ARPU movement, acceptance rate, monthly value, and the detection of best/worst performing campaigns for swift call to action.
• Improved reporting and accelerating data extraction by developing automated dashboards not limited to monitoring prepaid KPIs, targets, forecasts, trends, and services health check.
Responsible for overall data connectivity, Internet revenues, and M2M targets for the enterprise segment. Designing, development and pricing of Internet, data connectivity, and M2M initiatives of products and promotions. Reporting and monitoring of B2B revenues and performing analysis of clients’ activities.
Responsible for overall revenues and subscriber base targets for the prepaid consumer segment. Responsible for segmentation and base management. Designing, developing and pricing consumer products and promotions under prepaid segment. Reporting and monitoring of prepaid revenues and performing analysis of subscriber behavior.
Accomplishments
• Over-achieved prepaid revenues budget by 40%.
Kuwait University - College of Business Administration Bachelors, Management Information Systems, GPA 3.26 2005 - 2010