Customer Value Manager
Unifonic
Total years of experience :18 years, 8 Months
▪ Develop and implement comprehensive tools and strategies that allow raw data to be transformed
into business insights.
▪ Interact with senior management across business segments and provide sharper analytic - based
insights on creating enhanced revenue streams and margins.
▪ Work within an agile squad (team) together with internal stakeholders including Sales, Trading,
Insights, Go to Market, Care, and operational teams to scope and deliver projects & initiatives that
drive key KPI’s.
▪ Develop Reporting and Insights about customers’ behaviors on how they are consuming the product.
▪ Develop dashboards to assure business performance and continuity over time.
▪ Measure success and maximize customer lifetime.
▪ Communicate consistently key findings (from activity analysis, cluster detection, uptake & usage
predictions, campaign effectiveness).
Manage all the loyalty activities in the company and coordinate between the departments to develop short- and
long-term strategies for loyalty and retention plans. Build relationships with prospective and potential merchants. Lead
cross-functional teams to execute implementation of campaigns.
Key Achievements:
▪ Expertly direct the multi-functional loyalty activities of the commercial, accounting, and operations departments for
the Umniah’s Loyalty Program “umnicoin”.
▪ Leading the Value-Added Services Master Aggregation Migration and Integration.
▪ Enhancing the Customer Experience related to the value-added services.
▪ Leading the RBT revamp and Mobile application for RBT.
▪ Leading the Bulk SMS business and significantly increasing the revenues
Collaborate with multiple departments to develop short- and long-term strategies for loyalty and retention plans. Build
relationships with prospective and potential clients. Lead cross-functional teams to execute implementation of campaigns.
Key Achievements:
▪ Expertly direct the multi-functional team activities of the commercial, accounting, and operations departments for
the Orange Unified Loyalty Program,
▪ Coordinate closely with vendors and service providers for the Orange Unified Loyalty Program to ensure seamless
and efficient operations.
Developed new business relationships and maintained existing client accounts. Negotiated proposals with appropriate
qualified service leads. Serviced and coordinated account activities through other departments. Assisted with commercial
proposals and tenders.
Key Achievements:
▪ Processed client’s invoices and payments in a timely and accurate manner.
▪ Met and exceeded sales and marketing goals for the company's medium and long term defined targets.
▪ Organized meetings with clients to assess needs and requirements; engineered solutions and plan of actions to
resolve the concerns.
Oversaw the management of full life-cycle marketing. Conducted pre- and post-campaign analysis. Managed VAS
platforms, premium services, content deals, agreements, and arrangements. Was instrumental with customer segmentation
acquisition targeting behavior modeling and data mining. Monitored programs and segments financial performance.
Designed out-of-the-box campaigns.
Key Achievements:
▪ Skillfully revamped and implemented the new RBT System for a major client; the new system improved billing and
the customer experience.
▪ Conducted product analysis, studied historical patterns, and tracked campaigns to determine effectiveness and
ensured the campaigns generated revenue.
Maintained thorough knowledge of brand and product propositions. Created marketing campaigns, initiatives, and
promotions. Evaluated products, services, pre- and post-campaign analysis.
Key Achievements:
▪ Used solid problem-solving techniques with launching the Orange Unified Loyalty program, the program was
implemented within the set timeframe and within budget.
▪ Meticulously defined and installed the replacement for the Stars Loyalty program to improve the customer
experience
Directed the activities for managing the 3G VAS platforms, contents deals, agreements, arrangements, entertainment portal,
premium services, and bulk messages. Managed mega competitions and bulk SMS schedule and data.
Key Achievements:
▪ Pioneered the first of its kind full implementation cycle for 3G entertainment portal, fun.umniah.com; offered
convenient weekly subscriptions for subscribers setting the portal apart from other portals.
▪ Monitored the commissions’ scheme of content providers; ensured all payments were delivered timely.
Researched products for raw data. Generated performance and marketing review reports. Conducted market analysis to
identify trends and patterns. Launched several loyalty and retention campaigns and promotions. Coordinated and followed
up with multiple departments. Proposed Save & Win-back initiatives and promotions. Fostered relationships with business
partners. Developed strategies and plans for financial analysis and performance.
Key Achievements:
▪ Guided the launched Umniah Oh!78 Loyalty program; significantly improved the customer satisfaction and
decreased the overall chum rate.
▪ Spearheaded the design of the profitable BlackBerry business case; the forecasted feasibility of the project was
met.
▪ Successfully spearheaded key loyalty and retention programs for the mobile and broadband industries.
Additional experience: Customer Care Representative - Call Center Department at Umniah.
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