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
Check out the incredible speaker line-up to see who will be joining Hassan.