Senior Usage & Retention Manager Digital Sales (1 position)
Job offer:
Create NMB Digital's customer base management strategy for NMB Bank and its delivery through various customer value management (CVM) activities and initiatives; Analyze customer behavior and create, execute and monitor direct marketing campaigns that will maximize customer lifetime value by increasing customer engagement and increasing revenue/margins.
Manage;
(a) Configuration, execution and monitoring of campaigns
(b) Ensure CVM campaigns drive base management KPIs (Incremental Revenue, Engagement (Cross-Sell/Up-Sell), Inactivity Management
(c) Create the Business Case of the Campaign and ensure the Return on Investment in the campaigns
Main responsibilities:
Analyze customer data for insights to implement and execute a customer value management strategy to maximize customer lifetime value and the contribution of the customer base to overall service revenue.
Lead business transformation to embed CVM and data-driven decision-making principles and culture throughout the organization.
Support the implementation of all CVM campaigns, e.g. sell more to NMB customers for more transactions, cross-sell NMB into other services, idle and churn management campaigns, real-time contextual trigger campaigns.
Customer knowledge analysis
End of campaign management in terms of operations and execution
Collaborate with product owners and other stakeholders to collect requirements and translate them into campaigns after performing a feasibility check and preparing the Business Requirements Specification (BRS)
Campaign setup, User Acceptance Testing (UAT), business rule validation, prioritization, post-launch release monitoring
Work closely with internal and external (vendor) support teams to ensure campaigns run as expected and to facilitate resolution of any technical issues affecting ongoing campaigns within agreed SLAs.
Support the availability of data for reporting on the performance of CVM campaigns and initiatives
Create/maintain all documentation related to campaigns
Maintain processes, templates, and other documents that support best practices
Periodic review of campaign platform, capabilities, integrations and channels with technical/business streams to provide recommendations on future enhancements and enhancements to support business needs.
Implement and manage a holistic plan for campaign management and fulfillment by exploring from the data mart layer to the fulfillment layer.
Integrate output across campaign management, billing and fulfillment platforms, translating CVM goals to IT/technical teams
Knowledge and skills:
In-depth business knowledge of alternative banking channels, understanding of the banked and unbanked customer base, market segments, pricing, products and services, knowledge of banking-related government policies, BOT regulations, banking policies and procedures.
Data Analysis/Data Warehouse (DWH) required
SAP BI, Python, R, SQL., Microsoft Excel
– Python/R programming language will be an added bonus
A proven entrepreneur with the ability to work in a high pressure environment and problem solving skills.
A results oriented team player, personality with disposition and ability to work in a dynamic work environment.
Data analysis skills.
Project management skills.
Strong character in communication skills, presentations and negotiation.
Qualifications and experience:
University degree in Business or related field
MBA or any master's degree in a business-related field is an added bonus.
5 years of work experience in a similar environment
Experience in telecommunications use and retention is mandatory
Experience:5.0 Year(s)
The deadline to apply is March 14, 2022.
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