Mobilink Islamabad Jobs

Assistant Manager- Customer Lifecycle Management

Job Description

• 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
• Reporting
• 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

Essential Skills:

- Should have knowledge of Business Customer Lifecycle management
- Customer Service Focus & Relationship Management
- Strong interpersonal & presentation skills
- Innovation
- 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

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