Director Digital Channels
Telenor Group
Total des années d'expérience :23 years, 6 Mois
Overall engagement, Growth and channel efficiencies
Digital Self-care
Personalization & Contextual marketing
Digital and Customer centric transformation in channels
Building capabilities in business unit (Service design, digital customer journeys, Mobile first)
Performance Management w.r.t experience KPI`s for all channels (NPS, CSAT & CES)
Customer feedback solution rollout across the board.
Digital
•Digital-Marketing strategy development & execution
•End to end Digital portfolio development and management (both Small, large & medium screens) with P&L responsibility.
Customer Experience
•Driving Customer Centricity in the organization with close coordination with Telenor Group
•Develop Customer Centric culture in the organization
••Define experience KPI’s for interaction channels and monitoring.
Product & Services / VAS
•Define roadmap for Product & Services / VAS for Telenor Pakistan
•Develop & Market Products & Services / VAS for consumer & corporate segments as per Market Plan
•Budgeting & forecasting for all products & Services
•SIM Cards profile Management from commercial prospective
•Mobile payments via ATM’s, Web, IVR
Products Usability (Customer Experience)
•Define, Plan & Execute Usability / Product Customer Experience Strategy
•Improve overall “Customer Experience” with respect to products
•Implement “User Centric Product Development” model in development life cycle
International Roaming
•Define International Roaming Strategy & long term roadmap
•International roaming rollout & P&L responsibility
•Tariff management, Analysis & Reporting for International Roaming
•Take care of International Roaming wholesale business
Mobile Broadband (HSPA / HSPA+)
•Plan, develop, and execute promotions / offerings related to mobile broadband product portfolio
•Scout & Select devices based on market requirement & broadband product roadmap
Projects
•Partnership with Sony for bundling PS3 & Mobily Broadband (Fixed & Mobily)
•Partnership with HP for Broadband / laptop bundle
•Partnership with Corventis for Health solution
Worked as Head of Product/Services at Warid Congo, reporting to CCO (Chief Commercial Officer). In my role, I was responsible for following areas.
• Develop Strategies for Product/Service & Market Segmentation
• Responsible for New Product and Services development
• Develop, Plan and Execute Promotions related to different Segments and Product/VAS
• Ensure profitability of all Segments, Products and Promotions
• Develop, Plan and Execute Campaigns targeting Acquisition, Usage Enhancement and Retention
• Interact with Marketing Communication for Commercial execution of Campaigns.
• Responsible for Complete Profit & Lose which includes Product & Services / VAS & Roaming / International Business
• Responsible for Tariff Development, Management & Its Pricing
Budget Controller Also acting as budget controller for Segment and Product development.
Active member of Abu dhabi based Group Warid Product team
•New Product Development for Voice, Data, VAS and Content products
•Complete Product Management of product portfolio
•Tariff Management & CRM Development
•Complaints management for Call Center and Shops
•Written correspondence with the customer in the shape of letter & Emails
•Customer feedback management (Surveys, interviews etc.)
•Outbound calls to customer
•Telemarketing
•Competence development in frontline staff
•Quality assurance for Call Center & Shops
Management development course by Telenor
Certification
Islamabad Campus