Principal Responsibilities

• Collabate with business users and channel teams to develop business cases on providing the next best action to customers via omni-channel customer decisioning and deployment capability. Montior the business case result with regular review.
• Develop integrated contact decisioning strategy and Business Target Operating Model (across business, channels, and Marketing), and offers management across multi-customer touch points.
• Collaborate with business stakeholders to implement the Target Operating Model, entailing new, co-existing process and migration plan.
• Design and conduct regular performance review to monitor Target Operating Model effectivenes and identify improvement opportunities.
• Be the control owner in designing and implementing all measures e.g. suppression, recency and frequency of contacts, identification of conflicting rules.

Requirements

• University degree in Business Administration, Computer Science, Mathematics, Statistics or other related discipline.
• Has minimum 8 years work experience, including 5 years solid hands-on exposure in customer value management and analytics in the context of the customer life cycle management across multiple distribution channels.
• Exposure and experience with customer lifecycle marketing, particularly product retailing to the mass market and affluent segments via digital and direct distribution channels.
• Effective stakeholder management and interpersonal skills to ensure business needs are met.
• Ability to drive change through well-developed influencing and negotiation skills.
• Great sense of ownership and servicing mindset to ensure efficient and effective processes in meeting stakeholders’ requirements.
• Ability to communicate with impact, with the capacity to ensure complex information is articulated in a meaningful way to a wide and varied audience.