Claude Steele Email & Phone Number

Karlsruhe Area, Germany

Develop and own Customer Base Management srategy to maximize customer lifetime value and identify commercial opportunities• Achieve churn targets• Manage customer upgrades to meet budgeted targets• Account for the development and execution of innovative, customer focused loyalty and revenue protection initiatives, and regular results reporting vs forecast• Drive revenue stimulation campaigns• Manage strategic evolution of the customer lifecycle management process• Execute improvements to processes and tools• Understand the customer need and propose how to meet the end• Account for achievement of churn targets and the reduction of churn across all products• Manage delivery of integrated customer insight and analytics for customers, including actionable value and behavioural segmentation and predictive models

Manage 4 direct and 2 dotted line reports. Reporting to the CRM DirectorResponsible of Customer Base (Pay as You Go & Post pay) development and proactive retention strategy and executionSet Post-pay Customer Monthly Campaign Management Plan based on 3 streams ( development, health checks/ retention, cross sell/ acquisition ) structured entirely within Siebel and published in all touch points (shops, c.service, e-care)Re engineered contact with Post-pay customers (shift to outbound) by outsourcing a group of 110 agents specialized accordingly to development, health checks and cross selling Enhanced proactive retention through daily event triggered saving campaign generated by all other customer contacts, thus resulting in reduced deactivation requests (-3PP)Developed predictive models for Rate Plan Migrations (resulting in +2 euros in ARPU) and acquisition models for Pre to Post and Fixed non GSMEstablished Customer Contact Policy throughout the company (number of contacts per customer per month, prioritization of campaigns, compatibility with Regulation Authority Rules)Re designed Bill as a medium for improved customer experience and up selling tool for the sales network.Develop online channel (promote e-care usage within customer base, introduce renewals within e-care, cross sell campaigns for ADSM non GSM customers)Set Pay as You Go Customer Weekly Campaign Management plan of 150 campaigns (700 microsegments, 80 propositions) based on 2 streamso New Activations handled through 60 days Plan were activity and recharge are the major focus o existing Customers Life Cycle (development, retention, saving) handled based on the recharge event and segmentation rules of usage, value, birth regionDeveloped further Pay as You Go segmentation based on recharge pattern and the delay of recharge eventDeveloped below the line propositions/ offers for targeted segments (bonus upon top up, rewarding promo bundles)

Managed six direct reports. Reported to the CRM Deputy DirectorResponsible of Post-pay consumer life cycle management for the development, retention and prevention of deactivationsSet retention strategy, commission schemes and subsidies based on corporate targets and market trendsRe engineered deactivation process resulting in improved contact (+5PP) and saving rateEnhanced saving policies (Special Price Request policies, BTL bundle promos, introduced contactless retention, developed 18 and 24 month contracts, applied multi factor subsidy offers)Deployed loyalty programs (cobranded c.card and participation in 3rd partners programs)Established monthly Campaign Plan (renewal programs, cross/up sell, prevention activities) published in Shops, Customer Service and E-CareDoubled number of campaigns by the usage of Siebel marketing tool Developed further customer segmentation (social and payment behaviour) Achieved targets in KPIs of o retained revenues (100% success of 2010 budget) o subscriber retention cost (110% success of 2010 budget and the lowest in market) o voluntary deactivations (93% success of 2010 budget and the lowest Churn Rate in market) o incremental revenues from campaigns(103% success of 2010 budget) Established the Avoid Bill Shock Program with targeted campaigns based on daily data-martsDeveloped churn prediction model resulting at decreasing deactivation requests by avg 10% Set business expansion projects (e.g migrating customers from prepaid to contract, developing customers with mobile internet to acquire mobile voice contract)

One dotted line report. Reported to the CRM Consumer Deputy DirectorResponsible for the establishment and development of the High Value Customers Program (following targets of retention, arpu and deactivation rate)COSMOTE EUROBANK VISA Product manager,( responsible for annual budget preparation and implementation, communication plan and customer surveys) 2005-2006 Franchisee Selection Coordinator, Franchise Network DivisionReporting to the Franchise Development Deputy Director Responsible for the programming and implementation of the Franchisee selection process (interviewing, preparing business plan for each candidate franchisee, introducing basic concepts of the Franchising contractual agreement)Budget Controller for the Franchise Network Division

Reporting to the Franchise Development Deputy Director Responsible for the programming and implementation of the Franchisee selection process (interviewing, preparing business plan for each candidate franchisee, introducing basic concepts of the Franchising contractual agreement)Budget Controller for the Franchise Network DivisionFranchise Network Development Project Coordinator, reporting to the Sales Network Director (participating in feasibility study, architectural brief, store development planning) Responsible for the commercial design and development of the Corporate Extranet Co- Advertisement coordinator (common advertisements with Dealers Network & budget control)

Phd Student, Communication And Media Studies

Major In Marketing, Advertising Pr, Communication & Media