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Senior
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0
jobs
Product & Programme Strategy
Muniba Mahmud Junaid
,
London
Experience
Other titles
Skills
I'm offering
An experienced Product Management & Customer Engagement professional, with expertise in developing and implementing strategic products and programs to engage and retain customers making use of data
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2015 - 2018
job
Senior Manager - CRM, Loyalty & Retention
The Collinson Group.
- Financial Services & Public Sector Clients
- Led the launch of a public-sector loyalty program, and managed the development and implementation of the program proposition and strategy, inclusive of pricing, partnerships, technology, Contact Centre and data
- Managed multiple internal and external stakeholders for developing the product design and implementation for the technical features of the program including the website, mobile app and Contact Centre; and for customizing the back-end loyalty system based on points earning and redemption rules, and for data collection and retrieval
- Directed the definition of the customer journey and process maps for customer touch points including the website, mobile app, and Contact Centre (phone, email, web-form and live chat)
- Led program data planning, including defining data requirements with the analytics and data teams, and with the technical teams for front end data capture and preparation of the loyalty database structure
- Managed the loyalty program for financial sector clients, including for a multinational bank in ten markets: achieved a 125% increment in customer engagement, and expanded the product to three new markets through program performance analysis, introducing new engagement and communication channels and programs
- Directed the development of data strategy and analytics tables and developed a model to better understand customer trends based on vintage, spend and redemption patterns and demographic factors
- Developed a customer engagement model for multiple customer touch points based on customer behavior and segment, including push communication (email, notifications and SMS) for better targeted customer communication; targeted towards re-activing recently dormant accounts and encouraging increased product usage by increasing awareness and utilization of redemption options
- Managed the implementation of digital technology redemption tools for clients, inclusive of customer journey and product design, testing and post-launch monitoring, working with external vendors and internal technology teams
- Led the launch of a public-sector loyalty program, and managed the development and implementation of the program proposition and strategy, inclusive of pricing, partnerships, technology, Contact Centre and data
- Managed multiple internal and external stakeholders for developing the product design and implementation for the technical features of the program including the website, mobile app and Contact Centre; and for customizing the back-end loyalty system based on points earning and redemption rules, and for data collection and retrieval
- Directed the definition of the customer journey and process maps for customer touch points including the website, mobile app, and Contact Centre (phone, email, web-form and live chat)
- Led program data planning, including defining data requirements with the analytics and data teams, and with the technical teams for front end data capture and preparation of the loyalty database structure
- Managed the loyalty program for financial sector clients, including for a multinational bank in ten markets: achieved a 125% increment in customer engagement, and expanded the product to three new markets through program performance analysis, introducing new engagement and communication channels and programs
- Directed the development of data strategy and analytics tables and developed a model to better understand customer trends based on vintage, spend and redemption patterns and demographic factors
- Developed a customer engagement model for multiple customer touch points based on customer behavior and segment, including push communication (email, notifications and SMS) for better targeted customer communication; targeted towards re-activing recently dormant accounts and encouraging increased product usage by increasing awareness and utilization of redemption options
- Managed the implementation of digital technology redemption tools for clients, inclusive of customer journey and product design, testing and post-launch monitoring, working with external vendors and internal technology teams
Testing, LED, Manager, Patterns, Web, Data collection, App, Public sector, Retention, Monitoring, Design, Development, Implementation, Technology, Website, Analytics, Database, Product Design, CRM
2013 - 2015
job
Manager - Customer Retention (Strategy, Partnerships, Implementation)
RFM Loyalty Company.
- Retail Clients
- Headed the loyalty function of the business and managed the launch of a mall-based loyalty program for one of the UAE's largest malls, in partnership with a significant number of tenant retail groups
- Worked with the client to direct the program strategy including defining benefits for partners as an incentive to participate, based on an analysis of the potential contribution of partners
- Worked with the client to develop the branding and marketing strategy of the program, and on the product launch marketing plan
- Managed the implementation of partnership developments for funding the program benefits, by developing a partnership pitch, training the partnership sales team and working directly with the management teams of high potential partners
- Managed the program data collection and presentation strategy by working with partners and the client to understand data requirements, and with the Data and Technology teams to develop processes for capturing the data on site for input into the loyalty system and for presenting the data on the loyalty web portal
- Headed the loyalty function of the business and managed the launch of a mall-based loyalty program for one of the UAE's largest malls, in partnership with a significant number of tenant retail groups
- Worked with the client to direct the program strategy including defining benefits for partners as an incentive to participate, based on an analysis of the potential contribution of partners
- Worked with the client to develop the branding and marketing strategy of the program, and on the product launch marketing plan
- Managed the implementation of partnership developments for funding the program benefits, by developing a partnership pitch, training the partnership sales team and working directly with the management teams of high potential partners
- Managed the program data collection and presentation strategy by working with partners and the client to understand data requirements, and with the Data and Technology teams to develop processes for capturing the data on site for input into the loyalty system and for presenting the data on the loyalty web portal
Marketing, Branding, MArketing Strategy, Training, Retail, Management, Sales, Technology, Implementation, Presenting, Retention, Data collection, Web, Portal, Manager, Processes
2012 - 2012
job
Assistant Vice President - Product Management
Faysal Bank Limited.
- Premium Cards
- Managed the Premium Cards products and portfolio for the bank, amounting to 15% of Pakistan's card market receivables; managed to strengthen the card proposition to contribute to an increase in customer base and product revenue as per targets
- Managed the product proposition and partnerships strategy, and worked with the Partnerships and Operations teams to introduce new partners and update offers, inclusive of frequent flyer miles, golf and airport meet and greet benefits. The strategy was based on analyzing premium customer spend and redemption preferences
- Managed portfolio activities to increase card usage and reduce dormancy, by updating the pricing and retention policy and by introducing incentivized international spend campaigns; worked in close coordination with the Marketing, Data, Operations and Retention teams to implement the campaigns
- Managed the Premium Cards products and portfolio for the bank, amounting to 15% of Pakistan's card market receivables; managed to strengthen the card proposition to contribute to an increase in customer base and product revenue as per targets
- Managed the product proposition and partnerships strategy, and worked with the Partnerships and Operations teams to introduce new partners and update offers, inclusive of frequent flyer miles, golf and airport meet and greet benefits. The strategy was based on analyzing premium customer spend and redemption preferences
- Managed portfolio activities to increase card usage and reduce dormancy, by updating the pricing and retention policy and by introducing incentivized international spend campaigns; worked in close coordination with the Marketing, Data, Operations and Retention teams to implement the campaigns
Marketing, Product Management, Management, Flyer, Retention, International, President
2010 - 2011
job
Assistant Manager - Corporate Finance Department
Unilever.
- Management Reporting
- Developed a new mechanism for presenting financial analysis to business heads, and for better reporting and analysis, resulting in a reduction of controllable costs by over 20%
- Worked on preparation of monthly and quarterly management reports with commentaries, for the business and on creating forecasts for future performance; exceeded the target for forecasting accuracy and won an award for excellence in management reporting
- Developed a new mechanism for presenting financial analysis to business heads, and for better reporting and analysis, resulting in a reduction of controllable costs by over 20%
- Worked on preparation of monthly and quarterly management reports with commentaries, for the business and on creating forecasts for future performance; exceeded the target for forecasting accuracy and won an award for excellence in management reporting
Forecasting, Management, Finance, Management Reporting, Presenting, Manager
2007 - 2010
job
Assistant Product Manager - Portfolio & Acquisition
HSBC.
- Cards
- Joined the company as Management Trainee; contributed to the launch of the HSBC Credit Card in Pakistan and successfully managed acquisition strategy, portfolio and spend and product communication to exceed profitability targets
- Directed the development of product communication at all customer contact points (including at the Call Centre, and for BTL collateral including direct mailers) for launch and for subsequent acquisition and portfolio activities; worked in close coordination with the Brand and Marketing team, and managed the external agency for the same
- Assisted in the management of acquisition including monitoring of sales targets, planning and implementation of campaigns during low business activity periods and working closely with the Credit, Operations and Call Centre teams to support acquisition plans
- Assisted in portfolio management including analyzing data and trends, working with the Partnerships, Operations, Call Centre and Retention teams to develop and support campaigns for customer engagement
- Joined the company as Management Trainee; contributed to the launch of the HSBC Credit Card in Pakistan and successfully managed acquisition strategy, portfolio and spend and product communication to exceed profitability targets
- Directed the development of product communication at all customer contact points (including at the Call Centre, and for BTL collateral including direct mailers) for launch and for subsequent acquisition and portfolio activities; worked in close coordination with the Brand and Marketing team, and managed the external agency for the same
- Assisted in the management of acquisition including monitoring of sales targets, planning and implementation of campaigns during low business activity periods and working closely with the Credit, Operations and Call Centre teams to support acquisition plans
- Assisted in portfolio management including analyzing data and trends, working with the Partnerships, Operations, Call Centre and Retention teams to develop and support campaigns for customer engagement
Marketing, Management, Product Manager, Sales, Support, Implementation, Development, Monitoring, Retention, Manager
My education
?
-
2017
Columbia University
Masters, Public Administration
Masters, Public Administration
?
-
2007
Institute of Business Administration
Bachelors, Business Administration
Bachelors, Business Administration
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