The Customer Value Management Specialist is responsible for overseeing and building dedicated teams to manage the customer base overseeing the value steering & reporting and operations teams.
Develop the customer base management strategy and roadmap in alignment with the overall B2B strategic objectives.
Frequently monitor and report on the effectiveness of live products in comparison to the defined targets.
Oversee customer base segmentation analysis in coordination or with the rest of the analytics team to identify micro-segment targets for B2B enterprise campaigns.
Oversee analysis to understand both potential and existing enterprise customer needs, patterns and pain points.
Oversee the establishment of KPIs in coordination with the Analytics department manager and monitor the existing customer base in terms of revenue, churn, acquisition, pain points etc.
Propose initiatives on upselling strategies for existing enterprise clients based on enterprise customer analysis.
Frequently analyze the effectiveness of each B2B Enterprise campaigns whilst taking the corrective actions accordingly.
Lead the development and documentation of product architectural designs, concept papers, and supervise / lend support of product production throughout the pipeline (technical, call center etc.).
Lead validation process of value propositions with pricing and analytics teams.
Monitor Zain’s B2B competitive position through the team’s market research, data analysis, and feedback from other business units (customer care, technical, sales etc.) and cross functional marketing teams (analytics, segments etc.) to increase the customer base, upsell current customers and reduce churn.
Identify the threats from competitors and examine their weaknesses for Zain developments.
Motivate team to ensure that they provide innovative ideas for initiatives related to enhancing customer base management.
Perform all the above-mentioned roles and responsibilities in compliance to the Information Security Management System (ISMS) policies and report any information/physical security breaches or incidents to the supervisor/manager immediately.
Be aware of, and adhere to, all environmental requirements as set by the statutory bodies in Kuwait, or by the published policies of Zain Group/Kuwait.
Zain abides by fulfilling the occupational health and safety certificate requirements that establishes and maintains an OH&S management system that eliminate hazards and minimizes OH&S risks (including system deficiencies), take advantage of OH&S opportunities and addresses OH&S management system nonconformities associated with its activities.
Ability to efficiently manage one's own time and the time of others.
Familiarity with business theory and methodology, especially customer value proposition, product (lifecycle) management, pricing and communication / channel management.
Experience and proficiency in excel modeling / data wrangling / manipulation (including proficiency with pivot tables, debugging model malfunctions, ability to develop VBA modeling solutions).
Proficiency in SQL, Python and R and ability to use SQL to query and manipulate large data sets for analysis.
Experience using data science libraries and their appropriate applications (numpy etc.).
Experience developing data science techniques to model customer behaviors such as regularized regressions, random forests, gradient boosted trees, support vector machines and deep learning networks).
Experience answering big picture questions by framing the business question into an analytical plan and communicate this to stakeholders.
Strong quantitative, analytical reasoning and modelling abilities.
Ability to adapt to new digital technologies and trends remaining at the forefront of innovation.
Solid understanding of the telecommunications industry.
Strong problem-solving skills and ability to identify and frame key issues.
Ability to identify, assess and manage risks.
Strong organization and project management skills.
Bachelor’s Degree required
Years of Experience:
Zain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region’s first mobile operator, and since the initiation of our expansion strategy in 2003, we have expanded rapidly. Today, we are a leading mobile voice and data services operator with a commercial footprint in 7 Middle Eastern and Africa countries with a workforce of over 5,000 providing a comprehensive range of mobile voice and data services to over 48.9 million active individual and business customers as of Sept 30, 2020.
Full Time Employee