Senior Customer Lifecycle Management Specialist

April 30, 2023 | Customer Lifecycle Managment | 1 positions in Phnom Penh

Job responsibilities

To ensure retention of the prepaid customer base through focused proactive and reactive measures for churn control & revenue growth. This includes ring-fencing of the base, driving cross-sell & up-sell, product/ offering corrections, designing and ensuring implementation and execution of the CLM strategy thereby ensuring benchmark compared to competitive offers. To increase the Revenue Market Share of the organization by creating stickiness and distinct service differentiation that can support the organization’s vision and objectives.

• Lead all aspects of campaign management including planning & design, defining Segment targeting, offering design, Impact forecasting, campaign configuration, execution, success reporting, and governance.
• Responsible for subscriber base movement & MoM Campaign impact, Revenue earning subscribers’ (RES) growth.
• Identify market trends and key opportunities for upselling & cross-sell with other products & services across channels & geographies

Strategic:

• Responsible for designing and GTM planning for new campaigns as per B/S and mkt needs
• Responsible for leading and supporting strategic related initiatives across vertical teams
• To develop a platform for future readiness with proper business cases
• Guide & motivate the different teams to innovate existing campaigns on market realities and demands

Operational:

• Monitor & review campaigns objective and targets with actuals, intervene proactively, and act as an escalation point to ensure results as per business cases
• Build a strong feedback mechanism through continuous engagement with different teams to review existing & proposed campaigns
• Responsible for working with cross-functional teams like Retail, MT, Sales, Brand, CSR, CIO & Finance to drive campaign launch & ensuring error-free accurate targeting.
• Increase business revenue and manage end-to-end customer lifecycle through focused proactive & reactive measures/loyalty programs to control voluntary, involuntary & value churn.

Developmental:

• Keep high levels of team engagement with the platform service provider & CIO team
• Continuous validation & UAT of existing features to ensure platform concerns are highlighted at the right time

Job requirements

• Bachelor's degree in Business Management, Marketing, or a relevant major.
• Minimum 5 years of work experience in customer lifecycle management or customer value management or loyalty.
• Candidates with experience in data analytics in the telecom industry are preferable.
• Must be professional proficiency in English communication, both speaking and writing.  
• Proficient in Khmer & English (Reading/Writing/Speaking).
• Analytical skills to understand customer data for creating a story out of that.
• Ability to develop and get knowledge in a dynamic environment.
• Must be a good team player and self-starter, passionate & proactive person.

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