Head of Customer Relationship Management
Solva
Job location
Almaty
Employment status
Full–time
Job details
Responsibilities
• Coordination of work with the Risk and the Product team to develop a Top up strategy - the role of the (PO) product owner.
• Control and analysis of sales funnels Top up, pre-approve, preparation and approval of proposals, hypotheses, tests to improve efficiency.
• GAP analysis. Preparation and confirmation of product models / portfolio (unit economics) for the development of product proposals in order to increase customer response (take up) price elasticity, multi-offer, CO
• Planning, preparation and launch of various types of communications and CRM mechanics for the product;
• Development of customer lifecycle communications (onboarding, engagement, TOPUP, retention, reactivation, pre-approve);
• Resource planning and coordination of the work of related departments in the framework of launching targeted campaigns;
• Work with all communication channels (calls, SMS/push, e-mail, mobile application), managing the effectiveness of available channels of interaction with customers;
• Analysis of the client base to search for hypotheses in order to fulfill product KPIs;
• Initiating research with clients, identifying problems and growth points;
• Managing the backlog of a team of campaign managers and analysts to achieve their goals. Monitoring the implementation of key indicators of the Budget (P&L) for TOP UP products, budget metrics
Qualifications
SQL, advanced level Excel - skills in modeling, diagramming to describe business processes, knowledge of analytics visualization systems (Tableu), Understanding of A/B testing as a tool for evaluating effects; Power Point, JIRA, Confluence
