Senior Specialist – Customer Lifecycle Management, Business Unit

Role Purpose

The Specialist in Customer Lifecycle Management is responsible for analyzing and optimizing the key stages of customer journey in Omantel Business unit. This role focuses on improving customer experience by monitoring customer behavior, analyzing satisfaction metrics, mapping processes, and collaborating with cross functional teams to ensure customer needs are met. The Specialist will provide actionable insights and updates to BU leadership. The role is critical to enhancing customer touchpoints, retention, and overall satisfaction, contributing to business growth.

Key Accountabilities

Customer Journey Mapping :

• Identify and document key stages of the customer lifecycle, from initial awareness through retention and loyalty.
• Evaluate customer touchpoints across multiple channels and recommend optimizations to improve the overall journey.
  
  

Customer Satisfaction & Feedback

• Track customer behavior trends and engagement across various channels.
• Assess customer sentiment through VOC, CSAT, and other feedback mechanisms.
• Propose improvements based on customer feedback to elevate the overall experience.
• Provide valuable customer insights to inform product development and enhancement initiatives.
  
  

Data Analysis And Reporting

• Perform both qualitative and quantitative analysis to pinpoint opportunities for enhancement in the customer journey.
• Use data to uncover trends and offer actionable insights that drive continuous improvement.
• Generate reports on lifecycle performance, helping the Business Unit make informed, data-driven decisions.
• Present findings, updates, and strategic recommendations based on lifecycle analysis and customer feedback.
  
  

Collaboration and Continuous Improvement and Innovation

• Stay informed on industry best practices, trends, and competitor activities in customer experience management.
• Champion customer-centric practices across the Business Unit and wider organization.
• Collaborate with relevant teams to ensure products meet customer needs and deliver a seamless experience.
• Work cross-functionally to ensure a consistent and cohesive customer experience across all channels.
  
  

Key Competencies

Behavioral Competencies

• Strong customer-centric mindset and focus on continuous improvement.
• Effective communication and collaboration skills, with the ability to influence cross-functional teams.
• Problem-solving and critical thinking skills to address customer issues proactively.
  
  

Cross-Functional Competencies

• Ability to collaborate with product, marketing, and service teams to ensure alignment across the customer journey.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
  
  

Professional Competencies

• Experience in customer journey mapping, data analysis, and lifecycle management.
• Proficient in using CRM and customer feedback platforms to optimize the customer journey.
  
  

Technical Competencies

• Strong analytical skills, with experience in using data tools (e.g., Google Analytics, CRM systems).
• Understanding of telecom industry trends and customer behavior patterns.
• Experience in reporting, and continuous improvement methodologies.