AM / Manager - Base Management

Customer Life Cycle Management

• Develop and implement comprehensive customer life cycle strategies to maximise lifetime value using upsell and cross-sell tools.
• Segment the customer base and define targeted initiatives for acquisition, onboarding, upselling, and cross-selling.
• Analyze customer behaviour, preferences, and needs to identify personalised engagement opportunities.

Base Management Strategies

• Develop and execute strategies to drive customer satisfaction, loyalty, and revenue growth.
• Collaborate with cross-functional teams to align product offerings, pricing, and promotions with customer needs and market trends.

Customer Experience Enhancement

• Identify pain points across the customer journey and implement improvements in collaboration with the Customer Experience team.
• Work closely with customer service teams to ensure efficient handling of inquiries, complaints, and requests.
• Implement feedback mechanisms and surveys to continuously improve service quality.

Analytics and Reporting

• Use data analytics to monitor KPIs, track customer behaviour, and evaluate base management initiatives.
• Generate regular reports and dashboards to communicate performance, trends, and insights to stakeholders.
• Conduct ad-hoc analyses to support strategic decisions and identify growth opportunities.

Collaboration and Stakeholder Management

• Work with marketing, customer growth, product, commercial, and finance teams to align strategies with business objectives.
• Maintain strong relationships with key stakeholders and customers to ensure their needs are reflected in initiatives.
• Stay updated on industry trends, competition, and regulatory changes to maintain a competitive edge.

Campaign Planning and Strategy

• Collaborate with business and marketing teams to co-create campaign strategies aligned with CLCM objectives.
• Use data analytics, market dynamics, competitive analysis, and customer segmentation to optimise campaign targeting.
• Define campaign goals, KPIs, and success metrics in alignment with Campaign Managers.
• Develop detailed campaign plans, including timelines, budgets, and resource allocation.

Cross-Functional Collaboration

• Align CVM campaigns with business objectives and provide marketing support materials.
• Collaborate with CVM and Product teams to communicate product features, benefits, and competitive advantages.
• Liaise with analytics teams to leverage insights for campaign optimisation.
• Coordinate with external partners, agencies, and vendors for joint campaign initiatives.

Budget Management

• Collaborate with the Consumer Finance team to create detailed budgets and allocate resources efficiently.
• Focus on deliverables such as gross revenue, ARPU, speed plan distribution, VAS attachment rates, and GM%.

Requirements

• Bachelors degree in Electronics, Economics, Marketing, Business Administration, or related field; a Masters degree is a plus.
• 6–7 years of proven experience in base management, customer life cycle management, product management, or a related role in telecommunications or a dynamic industry.
• Strong analytical skills to interpret and leverage customer data for strategic decision-making.
• Excellent understanding of customer behaviour, segmentation, and retention strategies.
• Experience in designing and executing targeted marketing campaigns and promotions.
• Familiarity with CRM systems, data analytics tools, and reporting platforms.
• Excellent communication and interpersonal skills for cross-functional collaboration and customer engagement.
• Strong project management skills to prioritise and manage multiple initiatives simultaneously.
• Result-oriented mindset with focus on driving business growth and achieving performance targets.