| Head of Customer Relations | |
| Nawras Oman Ref: GP843-181 |
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The RoleThe RoleAs the Head of Customer Relations, you will be required to manage Nawras interactions with customers and prospects using analytical tools and operational systems to organize, automate, and synchronize business processes and contact strategies. This includes company-wide coordination of 1:1 sales activities, marketing plans, customer care and IT operations. You will also required to find, attract and win new clients, stimulate usage/value, nurture and retain existing customers, entice win-back of former customers, and reduce the costs of marketing and customer service (shift to e- /self- service channels). Customer relations tasks include information gathering and sharing for all of Nawras' analysis and valuing of customer relationships, customer life cycle management, data mining management (churn prediction, next best offer) and segmentation. Specific responsibilities include the following: * Manage and continuously improve existing and future customer relations programs * Develop, implement and monitor Data Mining and Campaign Management projects targeted at both residential and business customers * Design measures to improve customer life cycle management * Develop and manage 1:1 campaigns targeted at customer base * Take the lead for coordinating the customer interaction at all touchpoints, making relevant customer information available to all customer facing staff and securing tracking of all customer interactions and responses (close loop) * Responsible for negotiations with possible co-marketing , multi-coalition program partners * Identify opportunities for cross-selling, up-selling and revenue increase * Responsible for core customers, VVIP and EC core value customers |
RequirementsRequirementsYou must have a degree in Marketing with more than 10 years of work experience in telecom industry in a similar role in mature markets. You must have a track record of successfully deploying Data Mining solutions and Campaign Management systems, possessing excellent commercial and technical understanding of analytical, DWH technical key platforms (IN, Billing and Customer Care Systems, DWH, ETL processes). * Must be a team worker * Proven leadership abilities * Detail-oriented * Self-motivated and willing to learn * Excellent presentation skills * Project management skills * Good MS office skills * Fluent in English |
About the CompanyAbout the CompanyOmani Qatari Telecommunications Company SAOG was founded and registered in the Sultanate of Oman in December 2004. It launched its service in March 2005 as the second mobile operator in Oman operating under the name Nawras. Nawras is majority owned by the Qtel Group, the leading telecommunications provider in Qatar and one of the world’s leading telecommunications companies. As a company, Nawras embodies extensive global and local expertise with talented, caring people. While we are a state-of-the-art full service telecommunication provider, we have a deep understanding of the Omani culture and the diverse population living in the Sultanate, allowing us to provide our customers with the highest levels of user-friendly technology and customer satisfaction, while giving our people opportunities to grow and develop their abilities. Nawras is looking for ambitious team players that can bring an international mindset to our local company. In turn we are providing a unique working environment, a chance to grow professionally and the opportunity to cultivate an exciting future with constant skill development. |
This Position is closed or expired
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