5 Crm Analyst jobs in Kuwait

Zain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region’s first mobile operator, and since the initiation of our expansion strategy in 2003, we have expanded rapidly. Read more here:

the Role The CRM Junior is responsible for supporting the CRM Senior in CRM implementations (collaboration, review, and approval), acting as a technical testing resource during applicable phases of the project lifecycle. Performing support functions for applications post-implementation (post go-live). Supporting and maintaining systems and applications under CRM to achieve Zain's goals of customer satisfaction and speed to market.

Responsibilities

Review, analyze, and approve the design and development of vendor modules and CRM applications, collaborate with the vendor on the development and documentation of technical requirements for solutions, and develop design documents based on agreed requirements.

Handover and transfer knowledge of new applications/services to the operations team and inform Zain users of changes to applications to ensure proper transfer of information and knowledge.

Act as the testing resource during applicable phases of the project lifecycle (unit and integration testing) and perform acceptance testing for new services/projects, software releases, upgrades, and expansions. Report status according to the implementation plan.

Perform maintenance and administration of in-house developed applications to ensure consistent performance.

Provide second-level front-end application support to investigate and resolve trouble tickets and customer complaints efficiently.

Participate in evaluating and providing feedback for commercial concept papers and technical requirements. Oversee pre-production and production environments for all systems to ensure stability and escalate risks accordingly.

Ensure all activities comply with the Information Security Management System (ISMS) policies and report any security breaches or incidents immediately.

Adhere to all environmental requirements set by statutory bodies in Kuwait or by Zain Group policies.

Maintain occupational health and safety standards as per the OH&S management system, addressing hazards and risks associated with activities.

What We Need From You

Strong communication, presentation, and influencing skills at all organizational levels.

Excellent verbal and written communication skills.

Proficiency in agile methodologies.

Knowledge of CRM support processes specific to the telecom industry.

Advanced skills in Microsoft Office tools (Excel, PowerPoint).

Competency in SQL and Python is a plus.

About Application Process If you meet the criteria and are enthusiastic about the role, we welcome your application. To complete the application, you will need the following documents:

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**The Company:
Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

**The Purpose:
**Key Accountabilties & Responsiblities:
- Work closely with business teams to understand their requirements and roadmaps, and translate them to Technical requirements.
- Work hand in hand with other Applications and infrastructure planners to streamline and align integration requirements across end to end flows.
- Understand the different provisioning flows and customer sales and service concepts.
- Understand the sales flows from Lead, Opportunity, Quote, to Sales Order.
- Explore and understand the new trends in the Telco retail and CRM systems.
- Technically understand & enhance the concepts of eligibility rules & Know Your Customer (KYC).
- Maintain the Product Catalogue of all the different services offered by Ooredoo.
- Govern the design of Customers offers bundling and promotions, and continuously enhance the framework in order to reach maximum optimisation and fastest time to market.
- Understand and enhance the flows of the integration points with other systems to get relevant needed data to serve the customers.
- Maintain the Loyalty engine design and configuration and spot opportunities for optimization, through enrolment, earning, and redemption.
- Plan and Manage flow designs of Number Management System.
- Manage and optimize the cash management functionalities in POS and the payment details submission for other systems for processing.
- Govern the design of Knowledge Management Taxonomy and enforce its alignment upon having new published articles.
- Work Hand in Hand with Enterprise architecture team to implement the agreed reference architecture.
- Maintain clean and clear reference documentation for all features and web services used in the customer Management Solutions domain.
- Perform discussions with the internal and external stakeholders to achieve high levels of quality and maximal functionality in the technical implementation of solutions
- Align and approve designs for Change Requests (CRs) on the domain area systems handled by other Technical Teams.
- Manage day to day issuing of work orders to operations team for any system change
- Conduct feasibility studies.
- Support new projects RFP releases, technical evaluations and reviews
- Technical document creation (Projects Specifications document, engagement documents, RFP’s and RFQ’s, Evaluation sheets, etc.) as per the Company processes & procedures
- Verify SI/ vendors scope of work and technical designs in projects.
- Align with company’s procedures and policies during projects implementations, related to Enterprise architecture, Security, Infrastructure, and any other required internal entity.
- Lead & Conduct systems integration testing, and support UAT.
- Ensure any project completion and closure by obtaining sign off from all main stakeholders (i.e. Operations & Business teams), and proper handover to relative teams.
- Evaluate and plan software, sizing capacity, and licenses against the current load and forecasted needed expansions in the area responsible for.
- Plan for needed upgrades for Applications, Databases &Operating systems in the area responsible for.
- Provide support on special projects as and when assigned by senior management.
- Ensure that upper management is informed on all critical issues pertaining to the area responsible for and makes recommendation for improvementsAligning implementations with Ooredoo group enterprise architecture strategy & Roadmap.
- Assess new ICT Solutions market trends and identify the benefits to Ooredoo and impact of this new technology on current echo system.
- Prepare the needed business cases, business benefit & ROI documents with every new investment.
- Work closely with Ooredoo group to share best practices and ensure efficient synergy. Work with stakeholders, both management level and SME level across the organization and within ICT division to contribute in building the holistic view of the organization's strategy, processes, and link this to the ICT department strategy.

Contribute to the motivation of junior staff, providing day to day assistance where necessary.
- Proactive

Job Summary Owns the end-to-end development and drives the management of Mono-BU and Cross-BU CVM Projects designed to exceed key performance goals associated with the ROI and product usage through the use of CVM tools and associated best practices.CVM action development Job Responsibilities CVM action development Engage with stakeholders in BUs to prioritize their business objectives; translate business objectives into mono and crossBU CVM Use Cases Development and manage programs for mono and cross BU’s that address the prioritized Use Cases.Define customer segments; analyze customer behavior to identify opportunities for improved personalization Support development of CVM action ideas & concept, CVM planning and action development across the customer lifecycle including acquisition, welcome, on-boarding, cross/up sell and retention Assist in product/customer proposition development and enhancement to meet customer needs and grow quality revenue based on customer and business unit strategies Engage with data analytics department to incorporate data analysis findings and insights to CVM action development process Build strong working relationships with multiple business users and vendors CVM action execution Own the end-to-end development and execution of CVM initiatives based on prioritized Use Cases Execute experimental design; drive insights from previous actions and improve CVM performance Support execution of CVM actions across the channels, in coordination with the Campaign Management team Enable key stakeholders to accurately monitor and track key success indicators Skills Candidate Requirements Bachelor’s degree preferably in Business, Marketing, Computer Science, Engineering Prior experience in customer value management and data driven marketing Experience in CRM / customer experience management strategy and execution Exceptional skills to interpret data from various sources and suggest creative marketing solutions Strong project management skills in developing and implementing initiatives Ability to manage senior relationships across all Businesses and Functional areas Ability to break down complex problems, settle disputes and resolve conflicts, negotiate and influence others

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The Company

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role

**Role will be responsible for helping drive business decisions through the use of data driven analysis. Responsibilities include researching new ideas to improve product offerings, conducting project work, developing and supporting x-sell / up-sell / models, as well as performing ad hoc analyses. Assists in the development and implementation of product strategies through analysis of production metrics, competitive positions, marketing initiatives, and competitor and industry intelligence. Role is also expected to drive CVM related projects ensuring best possible execution and results**Key Accountabilities and Activities
- CVM Campaigns Quarterly, monthly, weekly roadmaps: Manage the Campaign calendar of events. Participate in the annual/quarterly / monthly planning sessions to understand and coordinate campaigns & Interaction strategies to be deployed.
- CMS process ownership: Ownership of the corporate Campaign Management Process i.e. wave opening/closure, Campaign Design & Prioritization, Wave deployment & feedback collection, Campaign Measurement & Evaluation.
- Cross functional coordination (CVM Retention & Loyalty, Product Marketing, Customer Care, Sales,) to ensure that all campaigns which impact customers are handled and run on the CMS platformDesign, test, deployment, execution & fulfilment monitoring: Understand the integration of campaign management with the other divisions, channels & operational business lines, plans and coordinates with Product Development Technology the future enablers / requirements. Serve as the liaison between the Marketing and Operations to ensure proper System design through:

- Campaign briefs
- Targets/Customer Profiles/Estimated pre-Counts, suppressions and exclusions to be applied
- Promo Frequency, Waves of the Promotion, Channels to be Utilized, Cross-Channel Interactions
- Offers, Creative, Treatments to be Applied (CMS & Siebel platforms)
- Response Attribution Business Rule Development
- Estimated Financial Expectations and ROI Objectives
- Campaigns prioritization, optimal customer/campaign eligibility allocation through effective use of ‘MandE’ (Measurement & Evaluation) outputs.
- Commercial pressure, contact strategy management: Manage the contact policy towards customers and ensure this is measured as a key KPI with regards to campaigns.
- Commercial success: Identify commonalities in the marketing initiatives (at a high-level) that can be leveraged across campaigns. Reviews & Optimize initial designs and counts resulting from the Campaign Designers work with CMS platform, and provide recommendations to maximize waves return. Oversee and coordinate the collection and distribution of best practices and standards to Campaign Initiator, including such items as:

- Business processes
- Naming standards and conventions for all the key Campaign objects
- Session templates, stored queries, derived fields
- Directory structures, table catalogs
- Report definition, strategic segment definition, offer management
- Revenue increment & Up-lift management: Report weekly on Campaigns uplift versus targets, highlights gaps & review campaigns strategy (stop, review, and scale up).Develop and maintain CVM private offer catalogue, fully integrated with CMS workflows.
- Responsible for all one to one communication channels.
- Responsible and accountable for all one to one communication planning.
- Coordinate with different stakeholders and communication requestors to monitor and execute communication on all one to one channelsCoordinate with campaign operations staff to execute the CVM campaigns and to develop the automated reporting per campaign
- Dispatch campaign activities between the CVM operation specialists and partners.

**Qualifications**:

- **Bachelors /Masters with Excellent knowledge of Marketing, Channels, Digital Channels.