Manager, Customer Experience, Strategy & CLM
stc Kuwait
Total years of experience :23 years, 2 Months
• Build a Tableau customer experience dashboard, monitoring touchpoints, and key experience drivers.
• Create a customer experience index by identifying KPIs, documenting definitions, and automating the generation process.
• Manage the planning and execution of customer satisfaction surveys (CSATs), and ad hoc surveys.
• Enhance customer experience in vital areas by strategically employing insights from the customer experience dashboard.
• Led the establishment of the "Next Best Action" program, targeting customers with tailor-made offers.
• Orchestrated marketing elements (scripts/artwork, technical setup, targeting criteria, processes) with stakeholders.
• Authored the customer experience manual, outlining department establishment, functions, processes, and tools.
• Led end-to-end management, planning, and establishment of customer value management campaigns/programs.
• Designed and streamlined the campaign management process.
• Conducted in-depth customer base analyses, and partnered with a consultancy firm to develop advanced analytics models.
• Managed insights, analyses, campaigns, and performance reports for a portfolio of critical brands across multiple sectors.
• Designed and implemented cross-functional PRIVILEGES club offer creation process.
• Segmented the customer bases, and coordinated the execution of CRM and PRIVILEGES club loyalty campaigns/offers.
• Established end-to-end campaign management process, leading to higher efficiency and incremental revenue growth.
• Identified business opportunities and monetized them through retention, cross-sell, and up-sell campaigns/programs.
• Managed the planning and execution of various campaigns from different stakeholders.
• Established and executed a customer retention program and strategy for prepaid and postpaid segments.
• Designed and executed programs and processes to retain and protect high-value customer segments.
• Initiated regular retention campaigns and loyalty program-related campaigns.
• Generated intelligence and prepared targeted customer lists for retention campaigns.
• Built full segmentation of customer bases, and provided business interpretation.
• Authored RFP for a loyalty rewards program, and participated in the evaluation of vendors’ proposals.
• Led the RFP process to select the best data mining tool, and developed churn prediction models for customer retention.
• Created integrated customer DNA analytics, and conducted segmentation, providing insights and recommendations to top management.
• Built and deployed cross-sell/up-sell models and campaigns to increase revenue, and improve customer lifetime value.
• Participated in the entire Development Life Cycle, leading to the successful implementation of new information system modules.
• Managed survey data loading, ensuring data accuracy, and developed a comprehensive testing strategy for new systems and modules.
• Authored documentation, and utilized Cognos business intelligence tools to enhance data visualization and analysis capabilities.
MBA Thesis: Examined in depth critical topics including customer retention, customer loyalty, customer value management, customer experience, customer centricity, trust, commitment, and satisfaction as it relates to the telecom sector in Kuwait.
Conferences/Workshops Attended: • Double Digit Growth Workshop, Kuwait, 2015 • Churn and Loyalty Conference, Berlin, Germany, 2009 • Business Intelligence Seminar, Kuwait, 2007 • Extreme Data Mining Conference, Paris, France, 2006 Other Trainings and Certifications: • Google Analytics Qualification/Certification, 2017 • Performance Management & Evaluation, 2014 • Introduction to IBM Unica Campaign, 2014 • IBM Unica Campaign Administration, 2014 • Introduction to IBM Unica Marketing Operations, 2014 • IBM Unica Marketing Operations Administration, 2014 • Geo Marketing, 2012 • Customer Experience, 2012 • Siebel Loyalty, 2010 • Statistical Package for the Social Sciences Course, SPSS, 2010 • Managing Projects, George Washington University, 2008, 2009 • Reporting and Dash Boarding, 2008 • Data Mining, 2005 • MS Project, 2004 • Advanced Access and Excel, 2003/2004 • SAS (Leading Analytics Solution), 2001/2002/2003 Recognition/Awards: • Recognition Certificate – iPhone 6 launch, 2014 • Appreciation Certificate – Saver Program Training, 2013
