Supervisor, Customer Value Management – Orange – Egypt – Cairo Jobs
Identify and analyse customers’ data usage via in-depth analysis of customer data, together with the customer insight analysts and modelers
Define segmentation criteria needed to build the segments to be targeted with the data stimulation program including overall usage, data usage, ARPU , socio-demographics…etc
Define or create the relevant data offers for each segment
Manage end-to-end the design, implementation and analysis of data stimulation programs that either up-sell data buckets to data users to up-lift their usage and ARPU, or cross-sell data to non-users via try & buy offers to convert them into data users
Develop targeted bonuses and offers schemes AND targeted data buckets to fill in the gaps within the ATL data portfolio for mobile internet and MBB. This involves all the typical actions undertaken by a business owner to launch a product/offer. This includes analyzing data, formulating concepts and writing up concept documents building business cases, presentations for TTM approvals, traffic forecasts and post-launch analysis
Be involved in pre-launch testing of products/ offers / campaigns, manage the customer journey and experience and ensure smooth launch in line with business needs and expectations
Manage the entire customer journey and ensure the customer experience is up to the desired standard
Responsible to take an active role in the annual marketing plan with respect to the revenue growth to achieve preset company KPIs.
Share with top management insights, reviews and results of programs on a regular basis and take part in decision-making
Conduct necessary financial analyses, business cases, resource and traffic forecasting and analysis related to the program/product.
Prepare scripts, SMS text, customer service briefs and any other relevant material for campaigns
Work closely with direct marketing team to launch outbound campaigns and manage the entire process from agents’ training, coaching to monitoring performance and reporting on their results
Co-ordinate and liaise with the CRM insight team and direct marketing team, in addition to other core business functions
Follow up the offers / products / programs results and constantly improve the offers / products / campaigns and targeting rules and processes
Develop close and effective internal relationships with all departments, including Marketing dept, Customer Services dept, Sales Channels and Distribution, Finance dept, Technology dept.
Develop and produce regular analytical reports and dashboards to ensure proper follow up of the prepay & Star Control KPI
|Job Role:||Customer Service and Call Center|
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