Base Management lead (CVM)- Fixed

The Customer Value Management organization anchors a data-driven approach to growth, leveraging advanced analytics, machine learning, and lifecycle management to better understand customer behaviour and deliver timely, relevant interventions that improve retention, engagement, and lifetime value.

• Bachelor’s degree in business administration or data sciences or Analytics and BI
  
• Marketing or similar Preferred Certifications / Other Qualifications Any relevant certification
  
• Experience in Marketing, Product Management, Customer Value Management/Usage and Retention with at least 5 years in a similar role with Top Tier global operator
  
• Strong analytical understanding on how to transform customer data to actionable insights delivering business value
  
• Significant Expertise in related to telecommunication & services Experience in product lifecycle management
  
• A reasonably good knowledge of platforms, billing systems and CVM engines
  

• Defines the Base Management Strategy (incl retention) and cross-functional alignment
  
• Maximizes the commercial value of the customer base retention, loyalty, cross and up-sell and base value migration management.
  
• Owns Contact planning - outbound & inbound across offers, channels & customer lifecycle.
  
• Manages rolling out new real time campaign management system, builds & maintains decisioning logic.
  
• Defines base offers and provide input into proposition design.
  
• Generates customer insights based on data analysis and identifying new revenue opportunities.
  
• Manages reporting & analytics for supporting decision making by generation of Regular Analysis.
  
• Identifies new tools / modifications to existing tools to support new requirements by interacting with various cross functional teams, external vendors & Build team capabilities.
  
• Drives New Projects in field of Analytics: Big Data, Social Network Analysis, Touch Point, Customer segmentation.
  
• Ensures consistency of all customer experience across all products, services, channels and touch points.
  
• Analyses and anticipates impact of product and service quality affecting initiatives across the company and ensure defined quality of service and end-user experience standards will be met.
  
• Base management – Managing the customer base, communication, engagement & commercial KPIs of the prepaid segments; creating segmented marketing programmes and propositions.
  
• Drive customer value by increasing business efficiency and effectiveness across the marketing organisation.
  
• Consistent communication of key findings (activity analysis, cluster detection, uptake & usage predictions, campaign effectiveness, etc.)
  
• Monitor and track market development, gain customer and competitor insight by utilizing market research and analytics.