Circle CLM Head - Telecom

Circle CLM Head

Our client is one of the Top Telecom Operator with pan India presence. We have been retained by them to help in scouting for best talent for their expansion.

Circle CLM Head

Position Summary :

Responsible for Incremental revenues through Usage Enhancement(Cross Sell / Upsell), Retention activities, Consumer Insights & Advance Analytics, Management Dash boarding, Campaign Management, Strategising Customer Service including Service Marketing and maximising 'Customer Lifecycle Value'.

Job Description :

- Incremental Revenues through Cross Sell Upsell and reducing Churn as per agreed AOP

- Business Monitoring & Trending using Reporting and Management Dashboard, Developing circle specific pro-active Insights into Consumer Behaviour using BI, CRM & Campaign Management. These insights may be cutting across all Marketing verticals and could be in the form of static high-level analysis or towards a new product Idea or a revenue enhancement approach or a follow-up analysis post a new launch.

- To ensure higher up sell efficiency with sharper targeting, faster campaign creation and execution allowing higher throughput / time saving and systematic tracking of campaigns enabling precise customer profiling and improved target selection

- Circle Business SPOC for all National Initiatives pertaining to BI & Campaign Management platform/capability development, Functionality/platform rollout, Circle user Training, Operational consistency etc

- Customer Retention and maximise 'Customer Life Cycle Value'

- Customer Service policy strategising including service marketing, Campaign management and retention execution is CRM responsibility however backend and Service marketing execution would remain Customer Service responsibility

Key Responsibilities :

- Incremental Revenues using U&R Construct

- Management Dashboard/Reporting

- Customer Opportunity identification using BI & Advance Analytics

- Automatic Campaign Management platform & programs

- Churn Retention & Strategising Service Marketing

Level of Education : Bachelor's / Master degree in Engineering or equivalent / Economics/Statistics Or Post graduate preferably an MBA with strong analytical background and telecom understanding

Experience : Total Work experience of approx 8 -10 years at least and 5 years+ domain expertise, exposure to Techno marketing systems like CRM, BI, Data mining & Campaign management etc is a must

Competencies :

- Professional Competency

- Excellent knowledge of Telecom and 'U&R'

- Strong analytical thinking & highly Innovative

- Complete knowledge and ease in collating / analysing large volumes of data using Excel and Access

- Understanding of Retention and Customer Service processes

- Coordination with different internal and external teams to deliver programs

- A Team player, comfortable in interacting with/managing large direct/indirect teams

- Comfortable/familiar with backend systems

- An eye for detailing

- Extremely customer oriented

- Proactive approach to problem solving

- High personal integrity and professional behavior standards

- Doesn't get constrained with bottlenecks and strongly believes in Next best/Alternative solution approach

- Passion & persistence to ensure successful closure of a project