An international telecommunications company with strong presence in Russia is looking for a CRM Manager

Job Description

Position:CRM Manager

Reporting to:Customer Base Manager

Subordinates: None

Location:Central office, Moscow

Background:
Company long-term wants to have most satisfied customers, what is not possible with out strong analysis of customer’s behavior & satisfying customer’s expectations in telecom services.
Company wants to develop various analytic models, including predictive models for cross\up sales development, that impossible without necessary IT tools such as data warehouse, data mining, etc

Responsibilities:

Data Warehouse (DWH) & Intelligence tools implementation

The role has a full responsibility of developing the overall Business Intelligence work in Company:

  • To develop and describe business requirements for DWH consistence concerning customer’s attributes, essentials & aggregates for detailed analysis
  • Participate in implementation of reporting tools (BI Server from SAS, Campaign Management, oCRM tools).
  • Develop and implement analytical statistical models and segmentations into day to day business
  • Develop requirements & description of campaign management model
  • Responsible for working with the HQ central team in order to test and implement all new data mining and reporting tool

Analytic reporting

  • Working with Data extracts, finding criterias for segmentation
  • Segmentation, defining targeted & valuable segments
  • Provide all reports on customer churn, customer behavior and campaign results;
  • Provide added value by creating focused analysis on customer base;
  • Develop & describe CLV methodology
  • Develop standard and ad hoc benchmarking reports of cross-regions key performance indicators
  • Responsible for designing, from a data set point of view, tests of targeted campaigns with control groups and then follow the results under the supervision of Customer Base Manager;

Cross-functional coordination

  • Acts as a contact person between central commercial team, local commercial team and technical teams on all issues regarding DWH and IB models implementation
  • Support regions and retention group management with customers’ analysis.
  • Be the business administrator and key user of the new reporting platform
  • Sharing benchmark best practices over regions & European countries
  • Organise and lead training for users.
  • Contact with local retention managers to work on targeted marketing campaigns- testing & results analyzing

Profile:

  • Basic SQL programming knowledge.
  • Working experience in data extraction.
  • Deep understanding of database structure.
  • Working experience/academic knowledge of multivariate analysis.
  • A good knowledge of statistical applications like SAS or SPSS is an advantage.
  • Min 2 years of working experience, preferably as an analyst.
  • Willing to work with reporting as well as with advanced analysis.

If you want to apply for this position, please send your CV to frolova@ackvius.ru


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