Thomas Daniel

Key Accomplishments

• Championed the creation of multiple Customer Delight Programs for Household and High Value Customers with engagement rate of more than 20% - 2022 Gift Offer, Ramadan and EID delight.
• Introduced an advanced "Next Best Offering" matrix using BI Analytical Tools for marketing to enable scientific, micro-targeted campaigns that drive revenue growth in multiple segments.
• Launched contextual marketing and digitalized product development capabilities that enable rapid offer creation (Shahry Dynamic Add Ons) and targeted, customer event-triggered campaigns at scale.
• Drove strong customer growth across postpaid and fixed lines through commercial programs featuring strong cross-functional synergy.
• Increased postpaid mobile acquisition by 30% by developing and establishing innovative distributions channel and customer propositions, promoted through targeted marketing and supported by end-to-end distribution partner alignment and engagement with target-based incentive programs.
• Achieved 90,000+ customers on Next Generation TV plans by scientifically targeting new customers and migrating Legacy Customers.
• Built voucher based campaigns with leading content providers Starzplay for major sporting tournaments (Asia Cup, ICC T20 World Cup) to digitally engage customers, drive sales and incremental revenue.
• Reduced the cash outflow for certain TV Content to go down from historic QR 1 million to less than QR 10,000 per month.

Key Responsibilities

• Support Customer Marketing Strategy, Acquisition, Propositioning and Campaigning for the entire consumer market across a wide range of products Mobile, Broadband and TV by combining customer insight with commercial, proposition and communications strategy into a cohesive plan to achieve customer and revenue targets.
• Customer Value Management (up/cross-sell, retention) to generate incremental growth (Account Level and Line Level), improve Customer Life Time and Value in the consumer market, through scientific, data-driven and targeted propositions, campaigns & learning experiments.
• Orchestrate integrated Omni-Channel communication and engagement across all customer touchpoints – Retail Shops, Digital, Telemarketing, SMS and Email.
• Create and roll out Marketing campaigns to drive customer’s usage stimulation, spend, improve Customer Loyalty & NPS thereby reducing churn.
• Measure efficiency of Campaign implementations. Develop dashboards / scorecards and provide campaign performance reporting using Business Intelligence (BI) Tools (Qlik Sense, SAS Enterprise Guide).

• Identify areas of opportunity for operational process improvement. Design solutions that solve operational problems or improve current processes.
• Define and implement KPIs and appropriate reporting requirements to ensure robust process.
• Identify and drive opportunities for simplification, standardization, and automation of business processes
• Identify, analyze, design, and implement core business process improvements driving cost savings, control improvement, and improve overall process performance
• Evaluate and drive improvements in program processes, timelines, output, and structure

• Prepare and analyze data related to the workforce in order to support staffing decisions. Understand the Company’s strategic and operating plans, cost targets, and workforce utilization requirements. Serve as a subject matter expert on workforce planning methodologies and associated tools/reports; makes recommendations for workforcerelated decisions.
• Forecast potential call volume and adjust staffing real time as per business needs to ensure High Service Levels.
• Recommend, develop, and implement metrics and other measurements for workforce productivity, ROI, HR program effectiveness, etc. to improve business results. Participate in regular forums and interactions to educate and hold business leaders and support partners accountable for timely workforce-related decisions and actions.
• Participate in data gathering, needs assessments, staff modeling, cost-of-workforce assessments, and survey processes to provide business intelligence that produces actionable insights. Directly supports Contact Center Manager and supports business leaders in a matrixed format. Establish close partnerships and works within service level agreements with not just business leaders but also internal partners critical to staffing: including Finance, HR, Learning and Development, and Onboarding.

• Generate and distribute management reports in accurate and timely manner.
• Perform data analysis for generating reports on periodic basis.
• Generate both periodic and ad hoc reports as needed.
• Provide strong reporting and analytical information support to management team.
• Develop MIS documentation to allow for smooth operations and easy system maintenance.