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Head Omnichannel Operations & Capability

Description: 

To support the Group Head of CVM in the definition and lead the execution of the CVM Ops & Gamification strategy that maximizes customer value through profitability getting customers to stay longer and spend more across segment bases by building strong alliances with leaders  in product/segment, channels, and IT functions. 

 

1. Oversee specific campaigns & cap. building initiatives based on customer analytics to increase customers' life time value (e.g. cross and up selling campaigns, active base management for both Mass and Premium segments, base management for dealers)

2. Approve investment cost in order to yield return within customer life cycle

3.Drive the execution of CLM programs and monitor the performance, also take corrective actions in advanced, if required

4. Execute course correct actions for omni channel operation  capability building processes and activities when deemed necessary

5. Maintain and develop existing campaign management capabilities (e.g..  Ab Initio, Unica, Loyalty catalogues) 

6. Manage base management capex

7. Lead innovation of new capabilities and tools to inform commercial policy and base management strategy.

8. Implement all the set of processes required for XL to be one company across all channels for a single customer. Set & guard contact policy; establish the right governance for updates.

 

Requirements: 

1. min bachelor degree.

2. preferably Master of IT with strong operations & project management skills

3. Demonstrated leadership & senior stakeholder management experience
P&L Ownership

4. Min. 7 years relevant experience in managing Commercial functions including at least 5 years in positions of progressively increasing managerial responsibilities

5. Super strong Commercial accumen,  telco experience, World class presentation, people leadership & senior stakeholder management skills. 

Employment Status:  Permanent (P)

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