Tata BSS - Head - Customer Lifecycle Mgmt

Head – Customer Lifecycle Management

Position Summary

- Accountable for CLM Strategy, To manage the development of BI analytical support given to business users, including business analysis, data mining, and forecasting for customer lifecycle management, to understand users’ behaviour and attitudes towards different topics in which impact the lifecycle of relevant products and services. Own the CLM P&L and topline numbers along with the Vertical Heads

Responsibilities

- Manage the develop of Customer Lifecycle Management strategy, roadmap, and policies, in order to efficiently support internal business users, as well as create standardized process and practice within function.

- Manage the development of customer lifecycle management reports, such as standardized reports and performance dashboard, in order to support business strategy by providing insights & identify market opportunities, and analytical reports.

- Manage the development of business analysis and reports on relevant areas of customer lifecycle management, such as users’ behaviour and attitudes, to efficiently forecast customer lifecycle on relevant products and services.

- Manage the development of data mining variable sets, to efficiently support the business analysis that has been made.

- Manage all supporting ad-hoc assignments requested from internal business users, in order to support business users in decision making processes in regards to customer lifecycle management of products and services.

- Manage and ensure quality of all data and analysis being developed for most accurate insights for customer lifecycle management.

- Ensure the development of a capable and motivated team to sustain organization profitable growth.

- Manage, monitor, and evaluate performance of team to ensure achievement of unit goal and target.

- Ensure operational compliance with policies and regulatory requirement to drive towards sustained operation and promote corporate governance.

- Perform risk assessment and support risk management activities to ensure all potential risks are continuously monitored.

- Collaborate and support on corporate agenda upon request.

- Incorporate best practices in Multi Channel support, Inbound, outbound and back end process

- Subject matter expertise for client meetings on Inbound, outbound, backend, multi channel support, access points

Person Specification

MBA from a premier institute, Master’s degree in Statistics, Computer Science, Business Management or any related field. Minimum 15 Years of Experience in Telecom, BPO Set ups

- Exposure to Techno marketing systems like BI, Reporting systems, Data mining & Campaign management is a must.

- Comfortable/familiar with backend systems.

- Ability to influence in areas without direct control

- Comfort in working in a Matrix structure

- Extremely customer-oriented.

- Proactive approach to problem Strong meeting and solution facilitating skills.