Job Summary

Responsible for building the business intelligence system for the company, based on the internal and external data structure. Responsible for leading the design and support of enterprise-wide business intelligence applications and architecture. Works with enterprise-wide business and IT senior management to understand and prioritize data and information requirements. Solves complex technical problems. Optimizes the performance of enterprise business intelligence tools by defining data to filter and index that add value to the user. Creates testing methodology and criteria. Designs and coordinates a curriculum for coaching and training customers in the use of business intelligence tools to enhance business decision-making capability. Develops standards, policies, and procedures for the form, structure, and attributes of the business intelligence tools and systems. Develops data/information quality metrics. Researches new technology and develops business cases to support enterprise-wide business intelligence solutions.

Job Responsibilities* CVM Strategy & Planning -Develop the end-to-end CVM strategy for all customer segments (e.g., high-value, new, at- risk/churn), aligning with overall business objectives for revenue and subscriber growth. -Define the customer lifecycle journey and identify key intervention points for targeted campaigns (onboarding, upselling, cross-selling, retention, win-back). -Own and manage the CVM budget and deliver against CVM-specific KPIs (e.g., CLTV, Churn Rate, ARPU). Campaign & Retention Management -Design, execute, and monitor BTL (Below-The-Line) marketing campaigns across multiple channels, including SMS, email, in-app notifications, and push notifications. -Develop and manage the churn management process (proactive retention offers, save desks, win-back campaigns). -Create and implement upsell and cross-sell initiatives to drive feature adaptation, product migration, and increased spending (e.g., data top-ups, premium service upgrades). Data Analysis & Segmentation -Collaborate closely with Data Analytics and Business Intelligence teams to perform deep-dive analysis on customer behavior, purchase patterns, and product usage. -Develop and refine customer segmentation models (e.g., using Recency, Frequency, Monetary Value - RFM) to ensure campaigns are highly personalized and relevant. -Utilize predictive models (e.g., Churn Propensity) to proactively identify and target customers most likely to leave. Campaign & Retention Management -Design, execute, and monitor BTL (Below-The-Line) marketing campaigns across multiple channels, including SMS, email, in-app notifications, and push notifications. -Develop and manage the churn management process (proactive retention offers, save desks, win-back campaigns). -Create and implement upsell and cross-sell initiatives to drive feature adaptation, product migration, and increased spending (e.g., data top-ups, premium service upgrades).