Business Intelligence Manager
BANQUE BEMO SAUDI FRANSI
Total years of experience :18 years, 10 Months
Strategy:
Responsible for set and driving the Business Intelligence strategy. Develop CVM “Customer Value Management” strategy that aims to maximize customer lifetime value and improve customer base contribution to digital services revenue. Lead innovation and automation in developing business tools, reporting on full KPIs, assessing department needs, analyzing alternative options and recommending actions to provide the best-suited solutions leads to effective business management.
Delivery:
- Develop CVM strategy that aims to contribute to the development of customer value management activities through its creation, implementation and control. To maximize customer lifetime value and improve customer base contribution to total digital service revenue.
- Operational baseline analysis to identify opportunities to maximize customer lifecycle value by managing and developing established loyalty and retention programs for existing customers, identifying and implementing direct marketing campaigns, separately managing penetration, engagement, and partnerships and significantly improving ROI
- Regular review and performance mentoring of all KPIs (financial determinants, quality of service, market competition, etc.) and provide recommendations accordingly.
- Participation in the formulation of the business strategy, in terms of attracting customers and providing new digital technology solutions in line with their needs.
- Study and implement the solutions and services for the customer network.
- Conducting an analysis of the performance results to determine the appropriate tactics to respond to the changes in the market.
- Identify stakeholders and business needs, to prepare Business Requirements Specification Documents.
- Managing the relationship with all concerned parties, to develop software solutions, and Business Intelligence (BI).
- Develop indicators to organize performance analysis against plans, budgets and strategic objectives.
Strategy:
- Set the CVM Strategy aiming to contribute to the development of customer value management activities by creation, implementation, and monitoring it. To maximize customer lifetime value and improve the contribution of the customer base to overall services revenue.
- Lead the business transformation to embed CVM decision-making principles and culture
Delivery:
- Ensure Defining and executing cross- and up-sell direct marketing campaigns
- Post-Prepaid value, tenure, and lifecycle management
- Define and drive CVM base management reporting by CVM Analytics resources
- Manage customer value segments discretely, penetration, engagement, and partnerships
- Manage all direct marketing campaign execution and significantly improve ROI.
- Analyze commercial impact on product penetration, ARPU and incremental value delivered.
- Operational analysis of base to identify opportunities to maximize lifetime value.
- Manage and develop the programs set for loyalty & retention of existing customers.
To lead the Planning team, and develop the marketing strategy and action plan to achieve consumer segment's targets in: annual revenue, customer acquisition, consumption, churn, and customer satisfaction. By creating, developing and maintaining products and services for the mobile market in Syria, with focus on Consumer and Premium Services to deliver the segment’s commercial results.
To lead the VAS team and assist to promote a culture driven by team work, innovation, commitment to customer satisfaction and VAS portfolio, and drive to deliver the segment’s commercial results of revenue, penetration, usage, churn and customer satisfaction targets. Also to develop the segment’s strategy and yearly marketing plans
-Create, structure detailed revenue and usage reports for Business Plan preparation purposes.
-Monitor and analyze business results, monthly market performance verses the business plans.
-Identify needed actions to trigger better results of selected products and services and the areas to enhance customer satisfaction and loyalty to achieve the organisation KPIs.
-Meet or exceed the customer expectations in terms of products and services.
-Increase the customer satisfaction by maintaining a high services quality level.
-Comply with the company targets in terms of product strategic positioning and revenue generation.
-Co-operate with external parties (Vendors, services providers) according to the company official rules.
Monitor, and evaluate the incoming and outgoing calls of Customer care employees involved in phone contact with customers based on pre-defined criteria & objectives, in order to guarantee that all process & procedures are properly implemented and that a standard quality of service is provided to customers to increase their satisfaction and loyalty. Then set the needed actions to correct.
- Provide the caller with requested and necessary information according to company policies.
- Execute Caller’s request according to company policies and procedures.
- Receive, filter and transfer caller’s complaints to the concerned person(s)/ department.
Activities and Societies: Operate and manage effectively in the Innovative E-Business Environment
The Open Learning System considered as share trial between Syria and Egypt / Cairo university. this system Provides Business Administration Bachelors in many specialisations. mine was the Marketing, and we have many curriculum to educate management, Marketing, and administration functions.
- I am the third degree of my class - The center gives tourist Diploma .supervised by Syrian ministry of tourism depending condensed and practical training system