Churn Program Strategy Manager
Wataniya Telecom (QTel Group)
مجموع سنوات الخبرة :22 years, 8 أشهر
New Churn Reduction Strategy for Wataniya clients:
Responsibilities:
Business owner of the new coporate strategy and tools to optimize the churn reduction
Create the overall implementation plan in coordination with Vice President, COO, Directors
Responsible for designing & puting in place the new strategy to model the company churn
In charge of elaborating the new churn model, Business Cases, KPIs and ROI studies
Create and implement improvements to churn reporting and forecasting methodologies
Educate Managers through coaching & deliver appropriate level training to all teams
Tasks:
Define the business requirements for the new churn model strategy and the new tools
Business analysis of the business performance, market trends & customer behaviours
Work with acquisition, engagement & retention teams to identify the strategic levers
Provide in-depth churn reporting breakdown of churn performance and forecast
Work with support operation teams to manage the various process/workflow improvements
New Loyalty Program for Wataniya Coporate clients:
Responsibilities:
Business owner of the roadmap strategy defined with Marketing, Sales and Product teams
Elaborated the loyalty point’s program strategy, KPI, scope, objectives & ROI studies
Created the overall implementation plan in coordination with marketing, customer care & IT
Defined the business requirements for the Loyalty program of high-end customer segment
Declined all specification for each channels: Branches, Call Centre, Web and IVR
Defined the loyalty program legal conditions in coordination with the legal department
Tasks:
Day to day project tracking with Marketing, IT, Offshore/Onshore Partners & Consultants
Weekly project governance tracking activities with Vice-Presidents, Directors and COO
Prepared the statements of work, estimations, budget costs, scope and project schedule
Managed the RFP / RFI selection process for the new Loyal portal web platform / partner
Managed international relationship between partners & sponsors in France, Qatar & Turkey
Achievements:
Brand new Loyalty Program web portal for Wataniya most prestigious Corporate customers
First community portal in Algeria for Corporate customers to engage with Wataniya brand
Increased customer loyalty by reducing churn rate of top tier Wataniya Corporate clients
Sales Workforce training and skill/competency monitoring reorganization:
Responsibilities:
Piloted and reorganized the restructuration of the entire sales force training processes
Managed multi-functional teams of trainers, project managers and info-flow specialists
Created training materials for entire sales force & coached roll-out/e-learning courses
Collaborated with regional Sales Directors / Business Managers & HR training Managers
Implemented new evaluation tool for sales team skills and competencies tracking
Achievements:
Automated entire training workflow from inscription / approbation to survey & evaluations
Redesigned the internal sales training & infoflow websites to manage all trainings online
Delivered tailored training programs to direct sales, distribution, corporate & partners
Improved overall sales force skills and reduced ramp-up time leading to sales increase
Wataniya Kiosk terminals pilot for scratch cards / E-voucher:
Responsibilities:
Responsible for the full end-to-end delivery of the project teams
In charge of evaluating performance of business operations & overall customer experience
Responsible for building the business case leading to the extension of the pilot in Algeria
Achievements:
Successful delivery through multiple payment options
Automation of ~80% of credit reload operations on the pilot branch
Optimization of staff time by ~60% in the pilot branch
Smart Card Technology, SIM and Scratch Cards (SC):
Responsibilities:
Coordinated the qualification of Smart Cards technology suppliers and SC vendors
Managed relationships with international vendors for SIM / SC, USB modems & handsets
Piloted the tracking of the stock level of SIM / SC against revenue and gross ads targets
Managed inventory and stock planning / forecasting activities for SIM, SC, Data Modem
Monitored and optimized the SIM / SC reporting dashboard for executive committees
Managed entire development of SIM card apps (phonebook backup, renumbering applet)
Delivered packaging material for marketing offers & put it place supply / delivery flows
Miscellaneous cross-functional projects:
Responsibilities:
Implemented and run a digital signage “corporate TV “ channel in all Wataniya branches
Implemented an new customer queue management system in all branches
Developed partnership with handset vendors such as Samsung, Nokia and ZTE
Worked on several multi-channel optimization & customer experience enhancement projects
Responsibilities:
Responsible for the SIM card / scratch cards vendors qualification overall process
Coordinated the provisioning process of OTA SIM files on Smartrust DP platform
Designed end-to-end process managing ordering of all SIM cards (Gemalto, Oberthur, G&D)
Implemented the SIM applet project (Static STK, Phone book Backup, OTA SIM management)
Managed migration of Java 64K SIM cards to Java 124k for high-end customer segment
Managed (quality, schedule and costs) of the automatic device management platform
Worked with forecasting teams to optimize ordering & allocation of SIM card stocks
Responsibilities:
Elaborated the loyalty point’s based program scope, objective and ROI studies
Created overall implementation plan in coordination with marketing / customer care teams
Defined business requirements for the Loyalty program of high-end customers segment
Identified the technical specs of the point-based program & all related workflow processes
Documented the registration, point’s computation & redemption processes for all channels
Declined all specification for each channels: Branches, Call Centre, Web and IVR.
Defined the loyalty program legal conditions in coordination with the legal department
Managed the entire commercial launch of the high end loyalty program IMTIYAZ Elite
Coordinated the launch of the IMTIYAZ Elite program with the marketing events team
Primed the preparation of the loyalty communication campaigns as well as the BTL materials
Responsibilities:
Conceived, developed & launched new segmented post-paid offers across all markets
Designed statistical reports on sold/activated/gross additions/churn for post-paid offers
Monitored / optimized success & progress of all post-paid offers based on statistical data
Responsibilities:
Designed content & pricing strategy for OTA Audiotel services (with ARPU + Algeria Call)
Elaborated exhaustive market analysis & business model for VSAT licence acquisition
Managed reporting & performance tracking for all company Value Added Services (VAS)
Product Manager responsible for core products development of SMS and VMS products
Thesis: Algerian GSM market: situational SWOT analysis, trends and Perspectives (for Algeria Telecom company)