AM Customer Life-Cycle Management

We are seeking candidates for the AM Customer Life-Cycle Management position at a Large Telecom Multinational Company

Position Title: Assistant Manager (AM) Customer Life-Cycle Management 
Position Location: Islamabad
Sector: Telecom
Company Type: Large Telecom Multinational Company
Salary: 110K to 140K 

Essential Requirements:
-- Recent experience in Telecom Multinational Companies

-- About 3 years (or more) work experience

-- Recent experience in Customer Life-Cycle Management (CLM) 

Position Purpose:
-- Responsible to drive the CLM function of business segment; drive CLM strategy for business sub-segment and devise and implement an action plan to achieve assigned objectives and targets

Education & Professional Qualification:
-- Degree(s)/Major(s): MBA
-- Certification(s): N/A

Experience:
-- At least 3-4 years of experience with 2 years in category CLM related roles

Key Responsibilities:
-- Develop and implement CLM strategy & roadmap and align it with organizational KPIs
-- Develop customer life cycle map and define customer experience
-- Interact and align stakeholders in the value chain for relevant CLM planning and execution activities
-- Monitor product life cycle and propose refinement (pricing, customer support, channel etc)
-- Retention and win-back strategy development and implementation
-- Oversee the development and management of retention and win-back program(s)
-- Ensure the development of retention initiatives including targeted promotions to strengthen a
particular business sub-segment
-- Ensure Retention and Win-back team adheres to predefined operational excellence
-- Interface with service and marketing on the retention and win-back offer development and
implementation strategy
-- Serve as a point of expertise as required to resolve issues related to cancellations/
disconnections; act to improve processes, services and systems, making recommendations
and implementing as appropriate
-- Promote the utilization of Micro-segmentation as a strategic tool for retention and ARPU enhancement
-- Ensure that a plan is developed /agreed with relevant internal customer to support its KPIs
-- Ensure end to end smooth implementation of the campaigns/programs as per plan
-- Plan and Execute non incentive and incentive based campaigns aligned with targets and
available budget
-- Provide valuable input for improvement of systems and processes and ensure that all defined
processes are followed in their true letter and spirit
-- Analyze campaign results and make required adjustments to ensure targets are successfully
met
-- Effectively engage stake holders and provide them required visibility at agreed frequency
-- Assist team members in achieving their goals and inculcate concepts of delegation of
authority, responsibilities and ownership
-- Develop and motivate and develop CLM team

Functional Skills/ Knowledge Areas:
-- Business Customer Lifecycle management
-- Customer Service Focus & Relationship Management
-- Strong interpersonal & presentation skills
-- Innovation & Leadership
-- Strong analytical skills
-- Understanding of Key Business Performance Drivers
-- Stakeholder management
-- Telecom Business Processes Knowledge
-- Able to work independently and in a cross-functional environment as a part of a team

  

     Please send your resumes at recruitmentcpk1@gmail.com