Lead CVM

Job Objective:

Build scalable and reusable growth frameworks that maximize customer value. Framework design must initiate from business problem identification, followed by solution design, solution engineering, execution, experimentation, impact analysis, and followed by data-driven solution enhancement. A deep understanding of digital user journeys and its associated tech stack is integral for building these frameworks.

Key Responsibilities

• Identify business problems and come up with innovative solutions that tap into opportunities to maximize customer value.
• Develop strategies along with a solution development roadmap that supports in achieving the department's growth KPIs.
• Lead solution engineering as a growth champion, driving acquisition, engagement, and retention upwards. Conceptualize the design, and drive required discussions with technical teams.
• Lead digital growth by developing a deep understanding of the digital ecosystem in stc BH, across both UI and UX, including the underlying tech stack, with the objective to enhance it.
• Employ Product-led Growth (PLG) principles to scale digital app engagement via gamification, service acquisition/x-sell, and new journeys that are personalized to the customer profile.
• Enhance the customer engagement layer including notifications, nudging, spotlight, etc. with the aim to maximize conversion.
• Work closely with the analytics team to leverage customer segmentation, conduct impact analysis, and enhance solutions.

Role Impact:

• The incumbent will be pivotal to drive sustainable business growth by leveraging data-driven insights to enhance customer engagement and retention.
• This position focuses on developing and implementing strategies that optimize customer journeys, increase lifetime value, and foster brand loyalty.
• By analyzing customer behavior and preferences, the individual in this role will identify growth opportunities and design customized solutions that align with the company's digital transformation goal.

Key Job Competencies:

• Tech Background: The applicant should have a tech/engineering background, ideally across both education and work experience.
• Data Analysis: Proficient in analyzing customer data and metrics to derive actionable insights.
• Digital Product Lifecycle: Should have a deep understanding of the digital product lifecycle (including UX/UI principles, and CX journey design).
• Customer-Centric Approach: Focus on understanding customer needs and preferences to tailor engagement strategies.
• Project Management: Skilled in managing multiple projects simultaneously, ensuring timely execution and alignment with business objectives. A plus would be experience in design thinking, agile practices, and scrum.
• Collaboration: Ability to work cross-functionally with business teams such as Products, along with product development, and IT to drive integrated growth initiatives.

Experience & Qualification:

Minimum requirement:

• Bachelor's degree in Engineering / Computer Science / Business Administration / Marketing / Mathematics or any other related field.
• Proficiency in English language.

Preferred:

• Master's degree in Engineering / Computer Science / Business Administration / Marketing / Mathematics or any other related field or MBA.
• Proficiency in Arabic language.

Minimum 7 years of relevant experience in a similar environment with exposure around solution engineering, digital growth, products, pricing.