Country Account Manager - Telecom

Job Description:

- Prior experience with Customer Lifecycle Management (CLM) and Customer Value Management (CVM) team within the telecommunication industry

- Work experience in managing usage, revenue and retention of the prepaid and postpaid customers in the international settings

- Understand and prepare the right CVM campaign strategies to have a good User Experience

- Understand the pain points and improve customer experience

- Practical knowledge of CVM campaigns management over the channels like USSD, Flash, SMS, Email, PNs & digital (App/Web/CRM), etc.

- Excellent presentation, verbal and written communication skills

- Good interpersonal skills and stakeholder management

- Point of Contact (POC) for multi-departments and teams, basically a good team player

- Hands-on with Excel, PPT, MS Word, etc

- Nice to have good understanding of Salesforce marketing cloud

Responsibilities:

- Lead development and measurement of retention and revenue stimulation activities for customers and channel partners in a few countries

- Develop retention and revenue enhancement compelling online & offline propositions

- Lead discussion with Pricing, Proposition, CS, digital teams to identify areas of opportunity for revenue and margin uplift by increasing customer ARPU at point of retention.

- Use churn propensity models to develop reactive and pro-active churn campaigns whilst protecting base margin

- Create weekly/monthly forecasts for churn and the dependent variables in order to ensure performance is as per plan from a customer retention, revenue, and spend perspective

- Responsible for all programs mapping with the customer journey across impacted channels

- Coordination with outbound and inbound call center agents to implement various upselling, cross-selling and retention based campaign strategies

- Inter-coordination between different teams - product team, project team, pricing team, MIS team, tech and partners team 2

- Collaborate with the Data Analytics team on the requirement for Propensity/Predictive models to improvise campaigns targeting and yield better conversion rate

- Drive multiple projects and mass market or segmented customer base for different regions

- Managing revenue contributions from campaigns and consistently strategize to optimise ROI

- Managing the progress of projects, proactively handle outstanding issues and conflict resolution