Assistant Manager – Customer Analytics and Value Management JobsPrivate Job Telenor
Last Date to Apply: Interested applicants to apply by no later than 19 January 2021. Employment Type: This is a Full time, Permanent position. Location: This role is based in Islamabad Pakistan. Grade: This is a grade 3 position. The Role: As an Assistant Manager, Customer Analytics and Value Management, you will drive initiatives that shape the direction of Telenor in achieving its customer & revenue ambitions through identifying customer insights using behavioral and research data sets. You will lead the CA&VM team and assist management in formulating and executing the customer value management strategy in accordance with our must-win battles. You will play a primary role in base management, devising, and implementing a strategy for churn, subscriber activity, revenue, engagement, and life cycle enhancement activities. Apart from this, you will also support the team to devise and implement an action plan to achieve assigned objectives and targets for the company and stakeholder’s KPIs. You should be able to design innovative customized campaigns/programs for different customer segments and ensure their end to end execution. Your Impactful goals will include: 1. Analytics In-depth analysis of consumer base, consumer offers, new FCA quality, net addition, churn management, and overall revenue planning and forecasting Foreseeing the challenges and it’s impacts on business and suggesting ways to overcome these challenges Identify new areas for improvement and operational efficiency Providing performance business insights to stakeholders which help them to make better business decisions QoS analysis & future actions based on the outcome of the analysis ARPU analysis, distinct subs and relevant KPIs for products POC for external stakeholders CLM Analysis and Base Management forecasting Identifying the strengths and weaknesses of the Products and competition analysis Budget governance and controls for spend on CLM campaigns Solve business problems with a keen understanding of data wrangling, analysis, and interpretation of complicated, disparate, large datasets Analysis of business KPIs seeding campaigns & AB testing Perform data mining to answer strategic business questions Deliver effective presentations of findings and recommendations to multiple levels of stakeholders, creating visual displays of quantitative information 2. Strategic Drive Planning is required to deliver Customer Value Management strategy by creating an actionable roadmap and implementing the latest research and trends in the industry as well as digging deep into the customer behaviors and finding the optimal offers The most critical strategic KPIs for this role to manage are: Churn Management Internet Penetration and subscribers base enhancement Recharge and ARPU Enhancement BTL Products & Whitelisted Offers Management GSM Revenue GSM Base Management (Engagement, Rejoiners, Lifecycle, value proposition and Churn etc.) Be up to date on world-class CA&VM practices. Promote the utilization of CA&VM as a strategic tool for retention as well as lifecycle and ARPU enhancement. Play a vital role in Telenor Pakistan Strategic Collaboration with Telenor Bank for strategic directives implementation impacting the FS segment P&L Execution of tactics to improve Key variables e.g ARPU, APPM, MOUs, EBITDA etc. 3. Performance Management and Improvement (KPI management) Responsible for Telenors Customer Lifecycle Management activities, Revenue/Activity Enhancement, Active Base enhancement, Customer Value Enhancement, Retention / Churn management, Upsell /Cross-sell, and Early Life Engagement Identify and measure key KPIs for the entire GSM, along with building a consolidated 360-degree view of performance against those KPIs Responsible for TP base to derive value/action-ability. Meeting Company level BTL/CA&VM KPIs. Develop and implement CA&VM strategy & roadmap for GSM segments including but not limited to Core GSM, Internet, My Telenor App, GSM Products, and Mobile Advertising, and align it with organizational KPIs. Utilize tools like SNA (Social Network Analysis), IVM (Integrated Viral Marketing) and MGM (Member Get Member), Contextual Marketing to increase campaign uptakes Develop strong governance around performance tracking, KPIs, and ROI Team Management Lead CA&VM planning team to conceptualize, design, plan, and implement non-incentive and incentive-based CA&VM campaigns. Ensure end to end smooth implementation of the campaigns/programs for each initiative and analyze campaign results and make required adjustments to ensure targets are successfully met Effectively use and demonstrate Micro-segmentation as a tool to increase Customer Life Time Value (CLV) Provide active support to designers for effective management of stakeholder portfolios Assist team members in achieving their goals and inculcate concepts of a delegation of authority, responsibilities, and ownership. Ensures team is utilizing Campaign Management and analytical tools to divide & study Telenor Base into various Business Critical Segments and Clusters and run regular campaigns on them Ensure development/improvement in planning and design related systems/ processes and ensure that they are followed 4. Collaboration, Visibility and Stakeholder Management Interact with key stakeholders, involving Segments, Business Intelligence, Technology, Sales, and Product development to drive the Segments agenda on the internet. Be responsible for key internet ambitions involving voice subscriber base growth, voice & combined revenues, product including voice & data adaption, service churn, penetration in new subscribers etc. Effectively engage stakeholders to ensure each plan is developed /agreed upon with relevant internal customer to support company -evel KPIs and provide them required visibility at an agreed frequency Ensure sharing of best practices a nd learnings through periodic, formal platforms of cross-sharing with Group Analytics Closely work with Contextual Marketing Expert to implement contextual use cases, utilize the tool to enhance TP value, and deliver the results of Contextual Marketing initiatives. Work in close coordination with Advance Analytics team to utilize Analytical Models to better design campaigns & predict outcomes. Collaborates with pricing and PD teams for BTL product development and alignment of CA&VM promotions with the product and pricing initiatives Utilize CA&VM Analysis team expertise to identify opportunities and develop a framework to provide holistic visibility around CA&VM campaigns to enable management with decision making. Essential Responsibilities: Lead and manage a team of CA&VM professional to deliver KPIs provide timely support to stakeholders Collaborate with cross-functional stakeholders to understand their business needs, formulate and complete end-to-end analysis and act as a sparring partner Effectively engage stakeholders and provide them with the required visibility at an agreed frequency Assist in development and implementation of CA&VM strategy & roadmap and align it with organizational KPIs Promote the utilization of CA&VM as a strategic tool for retention and ARPU enhancement. Work with different segments and analytic teams to equip CA&VM with tools like behavioral segmentation, churn prediction models, social network analysis, cross-sell/up-sell models, new data sourcing to improve the quality of campaigns Effectively use and demonstrate CA&VM as a tool to increase Customer Life Time Value (CLV) Analysis of products, segments, customers, market, sales & distribution, usage, airtime, sales performance etc Rapidly perform exploratory data analysis, generate and test working hypotheses, and uncover interesting trends and relationships Deliver effective presentations of findings and recommendations to multiple levels of stakeholders, creating visual displays of quantitative information. Help Telenor Pakistan to focus on critical decisions to improve base management initiatives, products, and services Perform data mining and able to convert large data sets into meaningful insights Understand business problems and performs data analytics to drive meaningful conclusions Your Career Path: You will have the opportunity to broaden your business knowledge through exposure to Analytics, Contextual Marketing, Segments, Pricing, and Business Analysis. This experience can also open horizontal or vertical avenues within BI and Analytics Department What were looking for? Basic Qualifications: Bachelors or a Masters in Business Administration, Computer Sciences, Economics, Statistics and/or related field Preferred Qualifications: Should have excellent analytical skills Should have strong interpersonal and presentation skills and ability to engage stakeholders on multiple levels and from multiple domains Candidate should have Telco Business knowledge and a good understanding of telecom source systems Excellent Stakeholder management and conflict management skills Excellent coordination and follow-up skills Strong leadership qualities Strong Knowledge of SAS and other Campaign Management Tools Able to design business cases Excellent statistical knowledge Should be able to handle workload effectively and efficiently Ability to handle pressure situations and be able to stretch whenever required Work experience: At least 4 to 5 years of work experience with strong business knowledge in GSM, business case preparation, business analysis, data interpretation, and acute knowledge of base segmentation, churn management along with good communication/presentation skills. Knowledge/experience of campaign management tools and databases (SAS/Unica, Teradata, Vertica SQL) would be a plus. Why should you join Telenor? At Telenor Pakistan, we provide you the platform to work in a challenging and rewarding environment to become a skilled professional in your chosen field of interest. As one of the top employers in the country, we enable you to realize your dreams in a collaborative environment of diversity and openness to new mindsets. As an equal employment opportunity provider, Telenor Pakistan makes all decisions of employment purely based on merit irrespective of race, caste, gender, creed, color, religion, sex, national origin, or disability.
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