Rabeya Hejres
Manama,Bahrain
Summary
Loyal employee, dedicated team player, proactive and hands-on in task completion. Organized and dependable Lead with 14 years of experience. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.
Overview
21
21
years of professional experience
Work History
CVM & Analytics Lead
stc Bahrain
Manama, Bahrain
07.2010 - Current
- Develop effective strategies and conduct detail panning relating to enhancing customer usage, engagement, and revenue with the focus on reducing customer churn. Create and maintain a monthly CVM BTL campaigns calendar in accordance with specific KPIs, revenue, retention renewals, etc. to monitor performance across the section.
- Enhanced data quality with rigorous validation and cleaning techniques.
- Implemented predictive modelling to forecast future business trends.
- Own the designing, implementation and launch of CVM campaigns (end-to-end cycle) in order to enhance revenue, business value and sales through up- and cross selling and predictive analytics.
- Lead the running of campaigns across all connection types (pre/postpaid, voice, broadband) with the focus on assisting with and maintaining campaign management tools to support the achievement of all customer segment.
- Connect CVM campaigns to the output of advanced analytical models (churn prediction, NBO, SNA, etc.) in order to determine ROI.
- Mapping customer journey flows across the end-to-end campaign experience: This involves understanding how customers interact with the company at different stages of their journey, and designing campaigns that are tailored to their needs and preferences.
- Owns contracts renewals, plan upgrades & locking initiatives: This involves working with customers to renew their contracts and lock in their business.
- Work closely with the tele-sales, sales & customer care team to utilize the channel in upselling, cross-selling and retaining B2C customers: This involves collaborating with other teams to identify opportunities to upsell and cross-sell to existing customers.
- Develop a multi-channel CVM approach combined with offers designed for SMS, outbound calling, out/in IVR, email, USSD, digital and social channels to successfully provide customers an omni-channel experience.
- Design offers based on real-time triggers (e.g. call drops, geo-location, recharge voucher activation, etc.), including conducting post-campaign analysis to assess revenue impact.
- Attain key insights from campaign results in order to effectively use it to support the enhancement of campaign design.
- Create business cases for BTL offers in order to determine how to mitigate revenue risk.
- Control the demand of data analysis across the Consumer functions and prioritize requests to safeguard timely delivery to requesting parties.
- Contribute to identifying and addressing the needs of various predictive, prescriptive, structured, and unstructured analytics to ensure its alignment with analytical / business requirements.
- Partake in conducting detailed portfolio analytics including developing advanced analytics, considering internal and external data, to generate business value and identify a roadmap on how to continuously improve customer intelligence.
- Control operational and customer data to assist in developing a comprehensive view of each customer.
- Distribute insights derived from models through dashboards, reports, and presentations to ensure relevant parties are informed of latest updates / trends.
- Participate in identifying proactive initiatives in order to enhance advanced analytics capabilities.
Senior marketing executive
Zain Bahrain
Manama, Bahrain
04.2004 - 06.2010
- Boosted brand awareness by creating and implementing comprehensive marketing strategies.
- Developed training programmes for junior staff members, fostering a culture of continuous learning and professional development.
- Developed compelling content for improved customer engagement.
- Conducted market research to understand consumer behaviour and trends.
- Analysed competitor activities for strategic market positioning.
- Crafted persuasive sales presentations to secure new business partnerships.
- Oversaw development and execution of multi-channel marketing campaigns to drive growth.
- Analysed sales reports to identify trends and update strategies.
- Developed marketing plans to support department strategies.
- Developed pricing structures based on historical and current trends, competitor activities and supply chain data.
Education
Certificate of Higher Education - Banking & Finance
Bahrain Institute of Banking & Finance
ManamaSkills
- Data mining techniques
- Trend forecasting
- Advanced excel usage
- Customer segmentation
- Financial mathematics
- Spreadsheet skills
- Project management
- Excel proficiency
- SAS
Languages
Arabic
Fluent
English
Fluent
Affiliations
- Horse Riding
Timeline
CVM & Analytics Lead
stc Bahrain
07.2010 - Current
Senior marketing executive
Zain Bahrain
04.2004 - 06.2010
Certificate of Higher Education - Banking & Finance
Bahrain Institute of Banking & Finance
Similar Profiles
Junaid AhmedJunaid Ahmed
Specialist Core Network at stc BahrainSpecialist Core Network at stc Bahrain
Mohammed SofiMohammed Sofi
Senior QA at STC SaudiSenior QA at STC Saudi
Abdulaziz AlaliAbdulaziz Alali
Officer, Credit Card Center at Bahrain Islamic Bank - BahrainOfficer, Credit Card Center at Bahrain Islamic Bank - Bahrain