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CLM Analytics Manager (Customer Lifecycle Management)

Keywords / Skills : customer analytics, Analytics, Data analytics, Market research, Data mining, Modeling, SAS, Product Development

10 - 20 years
Posted: 2019-03-12

Industry
Telecom
Function
IT
Role
Other Information Technology - analytics
Posted On
12th Mar 2019
Job Description
DASHBOARD PRODUCTION AND QUALITY-CHECKING

1. Lead dashboard design and framework creation and ensure visibility of key business metrics for regular tracking
2. Quality-check accuracy of extracted numbers and soundness of calculations used
3. Enhance and update dashboard content, UX, and UI when applicable
4. Facilitate alignment with Planning counterparts to ensure quality and relevance of the metrics being tracked

E2E CLM CAMPAIGN ANALYTICAL FRAMEWORK

1. Assists CLM Planners during the campaign ideation process leveraging on key learnings gathered from previous executions and strategic studies conducted

2. Leads the monitoring and tracking of campaign metrics during execution and responsible for proactively highlighting potential issues based on available data
3. Responsible for designing the analytical framework for overall post-campaign assessment and communicate derived learnings to Planning counterparts

ENGAGEMENT AND REVENUE TARGETS ACCOUNTABILITY

1. Co-drive monthly and full-year Core Business’ engagement targets through regular reporting, analysis, and proactive identification of engagement drivers
2. Co-drive monthly Core Business incremental revenue targets through regular monitoring of availment behavior and proactive identification of revenue drivers

SPOC to EDO/AMP

1. Act as SPOC to EDO/AMP and facilitate data requests and extractions the CLM team needs that are not readily available
2. Leads the UAT efforts for CLM for validation of new data extracts or analytical models
3. Helps facilitate with new model requests and provide an analytical viewpoint on model-building requirements and specifications
4. Represents CLM in model-building discussions with EDO Advanced Analytics team and drives the completion of business’ analytical requirements

ORGANIZATIONAL DEVELOPMENT

1. Leads the team effort and initiatives specific to CLM (i.e., resource allocation, people management, succession planning, etc.)
2. Identify team opportunities for formal training in technical skills and as well as coaching/mentoring on data analysis and providing business insights
3. Facilitate weekly PL discussions with the team members to ensure timely delivery of analytical requirements to key stakeholders
4. Perform regular catch-ups and 1:1 with team members to monitor employee engagement health and foster personal/professional development
5. Conduct IDP sessions with team members and align their professional development goals with overall business objectives
6. Conduct interviews/screening to augment pool of candidate resources for the CLM Analytics team

TECHNICAL CONSULTANT

1. Act as consultant to the CLM Head, Product/Program Managers and provide useful and actionable business insights in order to guide and influence their decisions
2. Assist in developing the framework for the annual engagement/incremental revenue targets

STAKEHOLDER MANAGEMENT

1. Provides regular updates of strategic studies and analysis to key stakeholders
2. Represent the Analytics team in key discussions and act as SME of Core Business’ Prepaid and Postpaid data and metrics

COMPETENCIES
• 10 or more years of experience required in product development, product management, project management, program management, etc. that is related in the field telecommunications
• Customer usage analytics background with emphasis on data analysis.
• Direct experience with Product Development and Management.
• Must have excellent communication skills at all levels, a change maker, influencer, and able to inspire others.


About Company

Market leader in customer experience software solutions and services for the world’s largest communications, entertainment and media service providers. For more than 30 years, Amdocs solutions, which include BSS, OSS, network control, optimization and network functions virtualization, coupled with professional and managed services, have accelerated business value for its customers by simplifying business complexity, reducing costs and delivering a world-class customer experience.

The portfolio enables service providers to capture the world of digital immediacy by operating across digital dimensions to engage customers with personalized, omni-channel experiences; creating a diversified business to capture new revenue streams; becoming data empowered to make business and operational decisions based on insight-based and predictive analytics; and achieving service agility to accelerate the fast rollout of new technologies and hybrid network services.
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