Mohammad Sohel Mahmud

Experience

• 

  Grameenphone Ltd

  Aug 2005 - Jun 2021

  Oversee and direct the efforts of the circle marketing teamFacilitate growth, sales, product development and marketing strategies at circle level in the greenest market• Drive Grameenphone overall business market share over competition at circle level in the top RMS circle• Increase revenue generation, reduce cost by partnership and marketing campaign Leverage data and analytics to drive insight for new product development.• Implement, manage marketing budget and perform risk mitigation• Develop marketing and partnership program with quantifiable objectives to measure results.• Oversee the development of new products and marketing campaigns• Create device and product strategy for smartphone conversion campaigns• Create partnership with device brands and facilitate joint promotion campaign• Manage external partners for PR and media visibility• Direct implementation of all consumer facing Events & on-ground engagement/ Activation• Independent activation to chase specific product activation target• Implement Brand/ thematic/ campaign focused event & activation• Implement Circle driven event/ activation• Ensure engagement of appropriate product and fulfillment of activation target• Influence continuous innovation while adhering to brand, sourcing & other policies & guidelines• Ensure timely production and delivery for all types of on-ground merchandising materials like POSM, Fascia, and other visibility materials through timely planning, sourcing, and production of the same• Plan and Organize Sponsorship centric events (through own vendor or main organizer – as per sponsorship agreement terms)• Coordinate with main organizers to execute the plans smoothly• Plan, organize, and execute youth centric engagement programs (e.g.: Hangout, etc.)• Analyse Circle requirements in terms of business justification and budget availability; rationalize the costs (where needed); and supervise the sourcing process Show less Leading & ensuring the timely alignments of the planned CX and CRM activities to maintain topline customer experiences and deliver maximum value service.Managing alignments with necessary touch points for successful execution and ensuring execution of the planned Road Map Micro Campaigns and customer experience activities for Low Value, Mid Value and High Value, New Joiners, Churn Prediction Models, Social Network Association- SNA based potential mapping, High value Usage Decline, Share of wallet, Viral modalities, Voice, DATA and VAS tariff/offer and bundle push, Govt./BTRC communication etc.Ensure smoother operation with the CX services and CRM campaigning tools and channels, for example- SAP/CAF/CMT, Siebel CRM, SMS/MMS communication tool, PCN-BCN, 12113 IVR etc.Ensuring values are adequately delivered to the end customers based on the CX and CRM strategyEnsure in-time disbursement of due rewards of executed Micro campaigns.Ensure smoother operation of the campaigning tools, for example- CAF/CMT, Siebel CRM, SMS communication tool etc. Show less Execute targeted number of Micro campaign matrices through efficient campaign mix and execution channel alignment for better customer experiences.Plan targeted campaign execution & mix proper execution media matrix based on input from stakeholders and channels to deliver max value for money.Perform contact channel optimization through channel capacity planning, resource setting, contact frequency and repetition rules to maintain positive customer contact experience.Coordinate alignments of necessary touch points, for example-CEX (customer experience), customer service, IT, Technical, Corporate affairs, Regulatory & Legal etc. for successful execution and development of execution tools. Worked with IT and Tech to digitalize and develope Web based and IVR based tools and launched 10 major campaigning & customer contact platform successfully.Facilitate management with reporting of the executed micro campaign activities and results, outcome.Disburse loyalty benefits to the eligible campaign taker. Show less Prepared roadmap for Consumer Market under guideline of overall CRM strategy & insight from BI. And aligned with Product and Segment Road Map.In line with profile based Gap Analysis made proper Value Proposition matrices for eligible target micro-segments and captured post campaign revenue impact and map behavioral change of subscribers.Monitored and adviced efficient one2one offers to proper target subscribers through push SMS, IVR, RVC and ensure quality.Developed dialogue strategy to ensure right frequency and contact channel/media mix in order to maximize efficiency.Set campaign mix priorities to ensure the most efficient operation and set proper media mix to promote micro campaign offers to target subscribers.Find out possible cost heads and analyze each campaign business case focusing on ROI maximizationDid acitivity to boost Customer Satisfaction Index and made necessary adjustments where necessaryBased on campaign efficiency analysis by Campaign Analytics (GAP analysis of participation and effects) continuously renew and fine tune the dialogue rules and Value Proposition matrix. Show less Developed strategy to drive loyalty and retention through partnerships offerings for subscribers of Consumer Segment. The objective is to provide privileged service experiences and cost saving opportunities to subscribers through partnerships with renowned national and International brands.Ensured identification, acquisition of appropriate partners. Identified, recommended & developed proper ATL and BTL communication materials for the partners and ensure and monitored corporate brand presence and quality presence of materials at alliances places.Planed and designed concept for periodic campaigns with partners and rolled out across regions in coordination with regional team members. Developed communication and budgetary plans for partner promotions and loyalty and retention campaigns for 2007-2009.Evaluated partner performance: Monitored individual partner hits, tracked monetary value of discounts given out by partners, assessed partner responsiveness, and gauged partner behavior towards GP subscribers and measured partner’s willingness to continue the relationship.Monitored competitive offer from other companies in the service industry and proactively realigned GP’s partner offerings when necessaryLiaised with key partners and internal stake holders to bring into line with the updated partner campaign and regular partner communication.Designed, negotiated and rolled-out promotional campaigns to exercise branding retain partner and increase customer loyalty of different segments.Some key Loyalty partnerships with GP at my tenure-British Airways, Concord Entertainment, Basundhara LP GAS, Rahimafrooz IPS, Transcom Electronics, RFL Plastic, Best Airways, Chery Vehicles, Uttara Motors, Navana Motors, SCB bank, Ross, Trendz, Ecstasy, OG, Raang, Raffles Hospital Singapore, Square Hospital, Japan Bangaldesh Hospital, Fit Elegance, Raymond, Diamond World, Apex shoes, Hotel Sheraton, Hotel Radisson, Westin Hotel and many more popular lifestyle benefit outlets. Show less Identified, acquired tactical partners for Grameenphone.Monitored and supervised partnership benefits at partner locations.Maintained appropriate communication materials at partner locations and ensured presence of communication materials both temporary and permanent.Monitored quality presence of materials at partner locations and updated communication materials so that the latest information is available at partner outlets.Ensured proper and up-to-date information with regional Team members and guided, lead, mentored and coached team members of Loyalty Management at regions and head office.Negotiated range of benefits for the subscribers, rolled-out and followed up promotional campaigns to retain partners and increase customer loyalty of different customer segments.Liaised with Cross Functional departments such as Market communications, Segments, Legal, information and other relevant teams for effective partner offer and communication. Show less Customer Demographic Data storing and customer copy warehousingMade informative and successful sale to increase customer base and brand image.Provided one-stop customer service to enrich customer experience.Solved queries of internal and external customers efficiently.Cross functional communication to concerned unit timely to ensure positive customer experience.Incorporated company values in professional dealings to comply with corporate codes of conduct.Reported sales and service activities for management updateDealt customer over phone to listen and solve their query and provide them with on line customer services. Show less

  • General Manager, Head of Cluster Marketing, BTL Marketing, CX, CRM, Marketing, Commercial

    Jun 2016 - Jun 2021

  • Deputy General Manager, Commercial

    Dec 2013 - May 2016

  • Specialist, Customer Lifecycle Management

    Apr 2010 - Dec 2013

  • Campaign Manager, Value proposition and Campaign Management

    Dec 2009 - Apr 2010

  • Deputy Manager, Loyalty Program Management

    Aug 2007 - Dec 2009

  • Officer, Brand, Market Communications, Marketing

    Aug 2006 - Aug 2007

  • Customer Manager, Customer Service Division

    Aug 2005 - Aug 2006
• 

  উপায় (UCB Fintech Company Limited)

  Aug 2023 - Dec 2024

  Assistant Director and Head of Marketing, Brand and Market Communications

  MFS

• 

  University of North Texas

  Jul 2024 - now

  Master's in Advanced Data Analytics and applied AI