Senior CLM Specialist

February 15, 2024 | B2C Segments Management | 1 positions in Phnom Penh

Job responsibilities

The incumbent is 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 competition offering. 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 upsell & cross sell with other products & services across channel & geographies;
• Responsible for designing and GTM planning for new campaigns as per B/S and mkt needs;
• Responsible for leading and support strategic related initiatives with across vertical teams;
• To develop platform for future readiness with proper business cases;
• Guide & motivate the different teams to innovate existing campaigns on market realities and demands;
• 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 re-view 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 program to control voluntary, involuntary & value churn;
• Keep high levels of team engagement with platform service provider & CIO team;
• Continuous validation & UAT of existing features to ensure platform concerns are highlighted at the right time;
• Building capabilities for future campaigns by timely raising DOC, new profile request, feature change or system enhancement;
• Perform other tasks as assigned by Management.

Job requirements

• Bachelor’s degree in Sales or Marketing, International Business, or any equivalent;
• Minimum 4 years in CLM and CVM or Loyalty of relevant working experience, experience in Telecom Company is most;
• Proficiency & understanding with system / platform;
• Punctuality / Good time management and being able to manage multi-task with deadlines;
• Analytical skill, good at negotiation, problem solving and presentation skill;
• Ability to work with an attitude of proactive, result-oriented, integrity and commitment to strict confidentiality;
• Creative, good judgment, & attention to detail and team player, stress tolerance, & customer orientation;
• Good command in English and Microsoft Office.

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