Umair Alam
Berlin
Summary
Diligent Senior Product Manager offering 8 years of success in product roadmap development, CVM & CRM management and data analytics. Highly skilled in identifying opportunities to maximize revenue and growth. Driven and strategic with proven history of delivery high impacting products.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Sr. Data Analyst
FlixMobility Tech GmbH
11.2022 - Current
- Developed comprehensive Global Customer Service Analytical platform, establishing it as primary source of truth for entire organization, enhancing cross-departmental data accessibility and decision-making
- Started data science initiatives to improve CLV and CX, including customer clustering, churn prediction model, and Know Your Customer (KYC)
- Conceptualized and launched PSSP (Product Service Support Portal) analytics framework, providing deep insights into online customer interactions
- Analyzed large amounts of data to identify trends and find patterns, signals and hidden stories within data.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Empowered Customer Support (CS) teams across various countries to assess performance of both internal and external customers by monitoring key performance indicators, CSAT and quality analytics, leveraging a centralized reporting and analytical framework.
- Enabled accurate trend analysis through meticulous data cleansing and standardization procedures.
- Partnered with IT teams to ensure seamless integration between databases and analytical tools, maximizing system efficiency across departments.
Manager Base Management
Ufone (PTCL), Marketing, Business Analysis & Planning
Islamabad
01.2020 - 11.2022
- Managed 25 million prepaid telecom customer base and reduced net churn by 1.5% and increased retention revenue by 5%
- Successfully kept subscriber's churn under budget level with CVM campaigns.
- Successfully launched 20 new digital BTL products this involves campaigns launch, pre post analysis and campaign modification when required.
- Lead coper to fiber migration and managed to achieved 12 months' highest conversions rate of 35%
- Successfully migrated 40% rule-based legacy CVM campaigns to machine learning AI based campaigns, which resulted in 9% increase in incremental revenue.
- Implemented hand holding journeys for new sales and revivals with marketing campaigns that boosted brand awareness and generated higher retention rates.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Enhanced customer satisfaction by utilizing Market Research, Brand Health Tracker, NPS, CSAT and digital surveys.
Assistant Manager CVM and Base Management
Ufone (PTCL), Marketing, Business Analysis & Planning
Islamabad
01.2018 - 01.2020
- Analyzed subscriber engagement and churn, creating and presenting in-depth analytics to C-level executives
- Initiated Revival Monetization project and increased incremental revival revenue by 70M PKR.
- Successfully managed to reduce digital products dormancy by 2% by using AI and social media campaigns
- Initiated CVM campaigns with segments and GEO marketing and successfully reduced 4G subscriber's early life churn by 5%
- Successfully showcased pre- and post-analytics, enhancing visibility of Customer Value Management (CVM) performance to C-level executives, driving strategic decisions.
Team Lead BI & Analytics
Telenor Pakistan, BI & Analytics
04.2017 - 01.2018
- Lead a team of data analyst and data engineers to support business circles, segments, S&D and marketing teams to understand consumer behavior
- Enhancing the end user experience by creating a friction free BI environment
- Successfully delivered Daily Review for Telenor's C-Level executives to review key business KPIs at circle and national level
- Lead the "Bringing Data to Life" project by stitching BI with FMCG
- Implemented a seamless and error-free BI eco system, ensuring consistent data accessibility for all business users.
- Spearheaded multiple high-impact projects simultaneously while meeting tight deadlines under pressure-packed situations.
Business Analytics Specialist
Telenor Pakistan, BI & Analytics
12.2014 - 04.2017
- Effectively led daily 'CBOM War Room' sessions, managing reporting and presentations to CEO and his team to drive strategic decision-making processes
- Successfully delivered 360 deep dives on High Value Subscribers, Low ARPU subscribers, DPI analysis, Handset segmentation, Post-paid consumer segment, Churn & Rejoiners, TP active 30 base, Regional and Belt level dashboards
- Contributed to a significant NPS score improvement project through top-down and bottom-up analysis, implementing strategic changes that enhanced customer satisfaction metrics.
Sr. Executive Customer Lifecycle Management (CLM)
Ufone, Customer Services and CVM
11.2009 - 12.2014
Team Lead Customer Care
Ufone, Customer Services
11.2006 - 11.2009
Education
Master of Science - Technology And Business
University of Management & Technology
Pakistan 04.2001 - 05.2005
Bachelor of Science - Computer Science And Programming
Al-Khair University
Pakistan 04.2001 - 05.2001
Skills
Product Management
Data Visualization
Continuous improvements
Power BI
Teradata
Stakeholder engagement
SQL
Business Analytics
Customer Journey management
Agile
Product vision and road mapping
CVM
Campaign Management
CRM
Business Intelligence
Snowflake
Priority management
Certification
Professional Scrum Product Owner I (PSPO I), 11/2023, Scrum.org
Courses
- Cultivating Mental Agility
- Overcoming Complexity
- Effective Decision Making
- Leading with Excellence
- Leading Uncertainties
- Agile Product Management
- Project Management
Timeline
Sr. Data Analyst
FlixMobility Tech GmbH
11.2022 - Current
Manager Base Management
Ufone (PTCL), Marketing, Business Analysis & Planning
01.2020 - 11.2022
Assistant Manager CVM and Base Management
Ufone (PTCL), Marketing, Business Analysis & Planning
01.2018 - 01.2020
Team Lead BI & Analytics
Telenor Pakistan, BI & Analytics
04.2017 - 01.2018
Business Analytics Specialist
Telenor Pakistan, BI & Analytics
12.2014 - 04.2017
Sr. Executive Customer Lifecycle Management (CLM)
Ufone, Customer Services and CVM
11.2009 - 12.2014
Team Lead Customer Care
Ufone, Customer Services
11.2006 - 11.2009
Master of Science - Technology And Business
University of Management & Technology
04.2001 - 05.2005
Bachelor of Science - Computer Science And Programming
Al-Khair University
04.2001 - 05.2001
Professional Scrum Product Owner I (PSPO I), 11/2023, Scrum.org
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