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Assistant Manager Mobilink GSM Islamabad,Pakistan

Hold a Master’s Degree in Business Administration with specialization in Marketing.
Have at least 2-3 years of relevant experience.

– Should have knowledge of Business Customer Lifecycle management
– Customer Service Focus & Relationship Management
– Strong interpersonal & presentation skills
– Innovation1
– Should possess strong analytical skills
– Should have stakeholder & Project management capability
– Should have knowledge of telecom Business Processes
– Should work independently and in a cross-functional environment as a part of a team
Develop and implement CLM strategy & roadmap and align it with organizational KPIs
Develop customer life cycle map and define customer experience
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
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
Formulate periodic reports for management on CLM activities
Highlight changes (tangible/intangible) to customer behavior and overall impact on strategy as well as division’s performance

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