Head of Customer Base Management
Reporting to the CRM &amp; BI Director. Head of Customer base management will be tasked to support product owners in the formulation of the retention and cross/up selling strategy for driving additional value from existing customers through deep dives and sustained customer understandingDesign, develop and monitor a robust CRM plan that will maximize benefits while delivering unmatched customer experienceLead strategic CRM projects such as the deployment of a Campaign management tool (CMS)Monitor local and global market trends on new tool capabilities and Base management initiativesCapture all monthly X/Up selling and retention campaign needs in a robust plan that will maximize the commercial benefit and deliver unmatched customer experience (frequency, relevance, conflicts)Leverage and lead the expansion of the knowledge base maintained by Customer Analytics &amp; Insights team regarding customer characteristics, attitudes &amp; behaviours, competitor online offerings and market trends from which to drive customers’ loyalty &amp; ARPU developmentLead the development of micro-segmentation that will help product owners to get an increase understanding of the customer base &amp; will target suitable offers to respective segmentsAnalyse in detail customer behaviours/BET patterns and suggest actions in selected milestones of customer’s life cycleProvide guidance to the marketing teams advising on campaign execution plan aiming to maximizing the commercial success of each campaign (i.e. target right customers, timing of communication, reminders etc.)Exploiting opportunities for revenue generation in the businessFormulate and coordinate the execution of the overall CRM strategy and action planAccountable for the CRM forecast planning and ongoing management of the CRM budget
Title: Head of Customer Base Management
Salary: None
Description: Reporting to the CRM &amp; BI Director. Head of Customer base management will be tasked to support product owners in the formulation of the retention and cross/up selling strategy for driving additional value from existing customers through deep dives and sustained customer understandingDesign, develop and monitor a robust CRM plan that will maximize benefits while delivering unmatched customer experienceLead strategic CRM projects such as the deployment of a Campaign management tool (CMS)Monitor local and global market trends on new tool capabilities and Base management initiativesCapture all monthly X/Up selling and retention campaign needs in a robust plan that will maximize the commercial benefit and deliver unmatched customer experience (frequency, relevance, conflicts)Leverage and lead the expansion of the knowledge base maintained by Customer Analytics &amp; Insights team regarding customer characteristics, attitudes &amp; behaviours, competitor online offerings and market trends from which to drive customers’ loyalty &amp; ARPU developmentLead the development of micro-segmentation that will help product owners to get an increase understanding of the customer base &amp; will target suitable offers to respective segmentsAnalyse in detail customer behaviours/BET patterns and suggest actions in selected milestones of customer’s life cycleProvide guidance to the marketing teams advising on campaign execution plan aiming to maximizing the commercial success of each campaign (i.e. target right customers, timing of communication, reminders etc.)Exploiting opportunities for revenue generation in the businessFormulate and coordinate the execution of the overall CRM strategy and action planAccountable for the CRM forecast planning and ongoing management of the CRM budget
Requirements: Mid-Senior level experience, Bachelor's Degree education
Fraudulent: No