Micro Segmentation Specialist
Telenor Pakistan
Total years of experience :17 years, 6 Months
Analysis & Support
• Analyze the trends in CLM campaigns over daily, weekly and monthly basis. Confirm if the trends are in according with the planned goals.
• Analyze revenue enhancement, Cross/Up-sell, Promotional & Loyalty Campaigns and recommended improvements to make them more effective. Also designed and executed ‘seed campaigns’ based on analysis.
• Guide CLM team on implementing sound business intelligence practices and providing support for implementation of innovative plans for operational excellence.
• Responsible to handle the administrative duties of routine nature and ensure smooth functioning of CLM team.
Reporting & Forecast
• Coordination with technical team for reports building and automation on the basis of ROI calculation of CLM Campaigns.
• Preparation of forecasts and track them against budgets to achieve CLM & commercial goals.
CLM Strategy
• Coordination with stakeholders (Marketing / Segments) for alignment of CLM with company goals.
• Key role in development & implementation of Customer Lifecycle Management, Customer Loyalty & Retention, VAS and data penetration strategies for Consumer & Business Segments.
• Development of CRD dash boards for management to get a snap shot of current situation with suggestions on how to improve.
• Analyze subscriber revenue data, calling pattern, demographics, and reasons for interactions on all touch points, IN tickets and data warehousing charging data and effect realization of different products using customer’s feedback on daily, weekly and monthly basis and recommendations for further improvements.
• Identification of different factors which causes customer churn.
• Providing constant feedback to IT Department after analyzing different reports, for reporting discrepancies and system issues.
• Development of different automated reports by integrating SQL server 2000, MS Access and MS Excel to reduce the man hour consumed on a particular report.
• Active member in departmental projects as well as cross functional team member for various projects.