مدیر مدیریت اطلاعات مشتریان

Job Description

● To facilitate and manage the CR workforce management system in consultation with HR. ● To ensure service level targets are achieved based on managing all CR workforce schedules and ensuring the optimal utility of the workforce through effective workforce management. To monitor customer data environment, keep it safe from data leakage, and grant other units access to the sources. ● To liaise with customer data third parties to explain business reporting and data mining needs and follow up with them in all projects to deliver data correctly. ● To oversee customer information database development and ensure its correctness and availability via communication with third parties. ● To manage implementation and development of division processes, policies, and standards in customer intelligence, customer data reporting, data safety, and data mining. ● To research, suggest and implement optimized current methods for data mining, and reporting, and benchmark them with best practices to answer business queries. ● To manage to analyze and provide an interpretation of current data of MTNIrancell services share in the market for CR planning usage to balance after-sale service and manage resources. ● To manage to analyze and provide an interpretation of customer behavior for CR planning usage. To use descriptive, predictive, and prescriptive methods of analysis to enhance management insights to prepare online analytics and dashboards for different teams via coding or Tableau dashboards. ● To interpret opportunities for customer care by analyzing customer data and providing recommendations for CR management and different business units regarding customer logs and queries, business opportunities, and viability. ● To manage providing different reports and analyses on customer data, including customer profiles, queries, different segment raised issues, and effect of company activities and changes on customer received queries and logs also CR division performance. ● To monitor all CR SLAs and KPIs and manage to extract different reports on CR Performance, providing analytical explanations behind out-of-trend performances. ● To manage performance reports in different teams, especially Customer care by all types of dashboards and analysis (strategic, analytical, technological monitoring). ● To support different departments' report queries and CR management by managing integrated design and provisioning of various reports especially Adhoc ● To facilitate and manage customer intelligence related projects and optimization concerning service delivery. ● To cooperate with marketing to manage implementation and development of customer knowledge plan, including loyalty, customer information, and retention focus. ● To establish and maintain different designs and frameworks for reporting, and report documentation and enhance them based on business needs. ● To ensure prompt and accurate generation and compilation of relevant reports for management and key customers. ● To manage data warehouse and ensure accuracy of data and validity of interpretation generated by the team. ● To set team objectives, and monitor, and manage team activities to achieve them in line with department and division goals. ● To optimize workflows and data management for the fastest and the most accurate result sharing.