Developing commercial relationship and communication strategies to drive Subscriber & Revenue growth by effective customer value management

Contact Planning & Customer Experience 
- Plan & optimize customer contact plan across 4 LOB’s in 20 geographies & multiple contact channels 
- Identification and delivery of on-going improvements to establish strong relationship & better customer experience throughout customer’s life cycle – On-boarding, In-life, Retention, & Reactivation

- End to end management of multiple Inbound & outbound channels, both digital & offline to ensure optimal channel usage, costs efficiencies and best takes rates for Emails, USSD, SMS, Push notification, In-app, in-bound & out bound call centers
- Working closely with UX & UI and CS teams to improve overall customer experience and with Brand on Creatives 

Project Management / Transformation
- Capability development by end to end deployment of multi-channel campaign management system with real time capabilities
- Leading GDPR compliance from business across European markets

Performance & Reporting
- Campaign measurement via (1)A/B testing (2) double delta “target vs control” methodology (3) attribution & funnel management
- Analyze and share performance reports with opportunity to improve and campaign forecasts volume /channel with stake holders 

Operations
- Coaching and leading a team of 4 CRM executives
- Management & optimizing use of 4 different CRM platforms
- Stakeholder management between countries, group marketing, sales, CS and technical teams