Channel Project Executive(customer loyalty retention)
Currently working as a Channel Project Executive in Business Planning & Customer Retention Unit.
•Main responsibilities include; to strengthening the end to end pre & post launch of loyalty and retention projects operationally and strategically at all nationwide Mobilink (2600) walk-in channels and through contact centers, according to segments of customers for meeting company churn and subscriber base targets.
•It also includes implementing and managing various prepaid & postpaid ATL, &, BTL retention, promotional & loyalty programs, throughout customer life cycle by identifying the best channel mix to deliver maximum effectiveness (SMS-text voice, MMS, Voice, DM, Email and Web).
•To increase the customers’ interest, satisfaction, loyalty, revenue and life with Mobilink through optimal utilization of nationwide Mobilink walk-in channels also ensure “customers’ walk– in” opportunities are converted into useful and retention oriented visits.
•Manage the proposition/promotion/product for idea to launch, coordinating details with customer services, information technology, finance, billing, sales, training, suppliers, and communication, prepare business cases and getting necessary approvals from Marketing pricing team and top management.
•Develop, manage and execute various outbound calling programs throughout customer life cycle with help of outbound retention calling team e.g. Loyalty, Win back, Welcome, and Bill Walk Through.
•Provide Market Intelligence analysis and insight into products & services / platforms offered or used by the competition in an effort to assess their relative strengths and weaknesses compared to Mobilink and hence provide recommendations for Mobilink activities.
•It also includes Market visits and get conducted Tele-surveys to gauge the effectiveness of loyalty & retention campaigns from customers. And merchandizing efficiently on these channels for good take-up also creates the need to up sell/cross sell products on these channels by identifying the right segment of customers with the help of Business Intelligence Unit.
•Executed various studies, market intelligence & customer satisfaction based surveys for improving new & already implemented business plans.