Campaign Communication Senior Specialist

A. PROFILE
Role Title: Campaign Communication Senior Specialist
Reporting to: Campaign Management & Communication Manager
Division: Consumer
Department / Section: Marketing
B. CONTEXT
Purpose: The Communications Senior Specialist is responsible for developing and monitoring tailored SMS (or any other channel) customer campaigns and analyzing the delivery results of every campaign. The role works collaboratively with many internal teams to develop key messages, support testing prior to SMS broadcast and evaluate customer churn and the impact of new product launches and campaigns.
Context: The Commercial Department is responsible for executing and implementing consumer business strategy and building brand affinity and connect in order to achieve growth in customer market share and revenue market share; through focus on the various business and distribution channels and customer experience.
This role supports the Data & CVM team, which is responsible for designing programs and practices to maximize customer value creation throughout the whole customer lifecycle. CVM directly drives the revenue and profitability potential of our customers, playing a critical role in the retention and monetization of our existing customer base.
C. ROLE ACCOUNTABILITIES
SMS Broadcasting and Reporting
Support the design and execution of tactical SMS campaigns, defining key messages to communicate product/package launches, prevent churn, reward loyal customers, attract new customers
Monitor campaign impact, generate reports to analyze ROI and delivery results of every campaign
Analyze customer behavior across various touch points (SMS, flash SMS and C2A Short Code)
Discuss with internal teams to define corrective action if campaign fails to reach target success rate
Contribute ideas and initiatives to increase engagement by increasing consumption
Automate campaigns via automated campaign systems ensuring compliance with OML contact policies for different audience groups (e.g., DND, B2B, VIP, employee)
Liaise with brand team on getting the related scripts for related products
Handle customer database and working together with data team to get the specific result for campaigns
Content Testing and Product Support
Test and monitor products & services across consumer team
Conduct testing on link, product short-code and DND list prior to scheduling SMS broadcast
Organize pilot group trials to test customer interest on proposed packages prior to launch
Translate pilot group findings into tailored communication messages
Support product/service/package testing and handling UAT requirements prior to launch
Handle UAT's stock including handsets, SIMs, Top-up cards, dealer EVC
D. KEY PERFORMANCE INDICATORS
Overall Revenue (Total rev - (MFS + B2B + FTTx + Wholesale)
Customer Value Management
Customer Base Churn
Communication Automation
E. WORKING RELATIONSHIPS & DECISION MAKING
Interacts with:
Internal: RA team, Legal Team, BI Team, Digital Team, M-pitesan Team, Sales Team and B2B(Supernet) Team
External: IMI Team, Noika Team, NGBSS Team (CBS, CRM)
Decision Making
Small SMS Communications Blasts below 200K capacity
F. EXPERIENCE AND QUALIFICATIONS
Minimum Experience & Essential Knowledge
3 years' work experience in direct communications or similar role within telecoms industry
Experience designing and executing SMS campaigns
Proven ability to successfully convey messages in local language
Demonstrated understanding of consumer analytics tools and primary/secondary market research frameworks
Working proficiency in Microsoft Office applications (Word, Excel, PowerPoint)
Common knowledge of digital technology, digital tools, telecoms industry trends

Minimum Entry Qualifications
Bachelor's degree in communications, marketing or similar field from a recognized university