Senior Specialist – Customer Lifecycle Management, Business Unit

4 weeks ago

Muscat, Muscat, Oman Omantel Full time
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.
#J-18808-Ljbffr

  • Senior Specialist, Business Systems Support

    3 weeks ago

    Muscat, Muscat, Oman Omantel Full time

    Role PurposeResponsible for troubleshooting business systems issues, providing user support, and ensuring the smooth operation of business systems.Position InformationTitle: Specialist, Business Systems SupportUnit: Digital & ApplicationsDivision: Application OperationLocation: HQGrade:Senior Specialist: P6Minimum role requirements:Qualification: Bachelor in...

  • Senior Specialist Customer Value Management

    6 days ago

    Muscat, Muscat, Oman Omantel Full time

    Role PurposeDevelop and execute BTL segmented revenue stimulation campaigns to drive customer value and retention. Perform in-depth analysis, conduct pre- and post-campaign evaluations, and deliver insights from data analytics. Support the implementation of efficient processes for rapid deployment of promotion-related initiatives.Position InformationUnit:...

  • Senior Infrastructure Specialist

    3 weeks ago

    Muscat, Muscat, Oman Oman Data Park Full time

    ROLE OBJECTIVEThe Redhat Senior Specialist focuses on exploring, implementing, and maintaining Infrastructure and systems solutions within the organization and customers' promises. Identifies appropriate Infrastructure and systems solutions that support ODP's business processes, estimating costs and timelines, and the subsequent oversight of projects that...

  • Contract Management Specialist

    3 weeks ago

    Muscat, Muscat, Oman Prysmian Full time

    The contract specialist supports the organization and project team in managing all contractual and related commercial aspects throughout the project lifecycle, including contracts with customers, subcontractors, and vendors.Key Responsibilities:Manage the contract lifecycle during project execution and warranty phases, including reviewing and drafting...

  • Risk Management Specialist

    3 weeks ago

    Muscat, Muscat, Oman Omrancareer Full time

    Join to apply for the Risk Management Specialist role at Omran Group OMJoin to apply for the Risk Management Specialist role at Omran Group OMDirect message the job poster from Omran Group OMGroup Talent Acquisition & Attractions Manager | MBA| CIPD Level 5 & 3 | Project Management Foundation|PurposeThe Risk Management Specialist is responsible for...

  • Business Strategist

    3 days ago

    Muscat, Muscat, Oman Positivity Full time

    1 week ago Be among the first 25 applicantsThe Business Solutions Strategist serves as a strategic and technical leader who bridges the gap between business needs and technology-driven solutions. This role is pivotal in the design, development, and delivery of scalable automation, ERP, and digital transformation initiatives. Working across cross-functional...

  • Contract Management Specialist

    2 weeks ago

    Muscat, Muscat, Oman Prysmian Group Full time

    Contract Management Specialist page is loadedContract Management SpecialistApply locations Muscat | Time type: Full time | Posted on: Posted 10 Days Ago | Job requisition id: R-26929The contract specialist supports the organization and project team in handling all contractual and related commercial aspects in connection with the contracts with customers,...

  • Senior Specialist People Personalized

    7 days ago

    Muscat, Muscat, Oman Omantel Full time

    Role PurposeTo deliver an exceptional and personalized employee experience at an operational level. This role ensures that each employee's journey is seamless, compliant, and engaging by managing day-to-day processes, addressing individual concerns, and implementing tailored initiatives that reflect the organization's commitment to its people.Position...

  • A leader in managing card portfolios.

    2 weeks ago

    Muscat, Muscat, Oman beBeePortfolio Full time 5,500 - 7,500

    Job Title: Portfolio Management SpecialistWe are seeking an experienced Portfolio Management Specialist to join our team. This role is responsible for managing the growth and customer engagement of card customers throughout their lifecycle, ensuring balanced growth addressing credit, operations, compliance, and service delivery risks.The ideal candidate will...

  • Senior Product Manager

    1 week ago

    Muscat, Muscat, Oman beBeeStrategic Full time 72,000 - 108,000

    Job Title: Product Development ManagerJob Description:The Product Development Manager will be responsible for the overall product strategy and lifecycle management.Key responsibilities include gathering business requirements, writing technical specifications, ensuring user experience is world-class, project managing product implementation and launch, and...