Victor Umozurike
Customer Marketing Manager
South Shields
Summary
Profile Summary Dedicated commercial marketing professional with years of diversified experience in retail marketing, marketing campaign, market planning, product development, marketing proposition, consumer research and insight, customer and sales support, retention and churn management, business development, business intelligence, and business and data analysis. Implements strategic and tactical marketing campaigns to drive engagement and sales. Bringing solid history of success in boosting program operations efficiency, conversion rates and performance. Well-versed in both online and traditional marketing approaches.
Overview
22
22
years of professional experience
3
3
years of post-secondary education
Work History
Customer Marketing Manager
THE MORGANS CONSORTIUM UK, A Business Consortium
01.2022 - Current
- The Morgans is a conglomerate of companies in industrial large-scale printing, recruitment, financial risk management training, risk assessment advisory services, procurement, and more
- Role Objective: Drive marketing engagement by delivering compelling marketing campaigns through various channels to acquire new customers, build retention and loyal relationships and ensure a great customer experience
- Drove customer marketing activities that led to 150% revenue growth in 12 months circa
- Developed a new market opportunity that added a 30% sales increase to the business revenue
- Launched market segment-based retention incentive that improved customer retention rate by 60% and added a 20% increase in bundle reactivation revenue
- Define objectives, tactics, and goals to achieve both direct and indirect market campaigns for customer acquisition and campaigns for the business units
Business Analyst And Market
OUTBOXCOM
05.2021 - Current
- A Marketing Consultancy firm
- Outbox is a marketing company that helps clients/companies identify their best retail market route and go-to-market strategy, to develop compelling market engagement and penetration plans
- Role Objective: Lead the strategic initiative of developing a compelling marketing engagement blueprint and go-to-market plan for clients and organizations
- Delivered key business goals, by developing a go-to-market strategy that delivered over 100% of the revenue target in the first 3 months of implementation
- Implemented improved market planning processes, which led to increased new product adoption
- Outline and communicate requirements to the team with storyboards and customer journey maps
- Identify and assess gaps/opportunities to develop market campaign initiatives.
Head
NTEL, G LTE Telecommunications Company
06.2016 - 04.2021
- Customer Marketing/CVM, Develop and deliver marketing campaigns based on data and analytics-driven decisions to continuously define customer expansion opportunities and retention
- Developed a long-range strategic vision and execution roadmap to drive the market engagement, retention, and revenue growth strategy of the customer base that led to 90% customer retention of the existing base
- Oversee the implementation of campaigns (scheduled SMS, email, social media, SEO, PPC), focused on new customer acquisition, and retention of the existing base, in addition to customized account-based marketing initiatives that improved revenue of subscriptions by 80%
- Collaboration with internal stakeholder teams to ensure successful campaign management
- Additionally, tracking and measuring the marketing effectiveness of campaigns and adjusting tactics as needed to maximize campaign performance
- Develop and execute continuous improvement programs to make proactive/reactive retention (including turnaround, pipeline, and Win-back)
- Business Development
Lead
SIGNTURA CONSULTING
04.2013 - 05.2016
- Role Objective:, the business developing drive, plan solution offerings, and strategic engagement with clients and organizations
- Drove business process re-engineering that improved performance timeline and process delivery by 30%
- Research prospective accounts in target markets and leads and move them through the sales funnel.
Manager: Enterprise Customer Support
03.2011 - 03.2013
- Manage end-to-end, all sales support and service delivery process, from order fulfillment to delivery
- Manage the corporate call center, design the work schedule, and target SLA, ensure adherence and high productivity are met, and manage the entire workforce process end to end
- Design and implement the quality assurance framework for sales and customer support, and ensure the quality assurance process is adhered to by the quality assurance management team
- Interface with the relevant core support teams, e.g
- Billing Unit, Escalations Support, Network Support, Marketing, and Solution Delivery to ensure smooth delivery and closure of all sales and customer issues.
MTN
04.2009 - 03.2013
- Africa's leading cellular telecommunications company (over 70 million customers)
- Selected Accomplishments:
- Improvement in retention rate for enterprise customers when critical service failures occur measured by the drastic reduction in average daily fault reports/log from over 100 to less than 5 fault/problem logs daily.
Manager: Retention and Outbound Support
11.2009 - 02.2011
- Own the ultimate success of the customers, including initial onboarding and implementation, product adoption, retention, and growth
- Provide nursery management of key customer segments through active engagement and monitoring of behavioral trend
- Provide intelligence report on drivers of churn and factors that will increase customer retention rate
Business Planning Manager
03.2009 - 10.2009
- Provide insight from consumer data through data analysis of customer usage and habit/patterns
- Create processes that will engage the customers through customer forums and discussion as a medium for involving our customers in business decisions and process development
- Provide industry and market information, as well as competitive activities.
Manager
12.2008 - 03.2009
- Develop value proposition for the informal sector of the SME market
- Develop a retention management plan and loyalty reward systems for the segment
- Drive usage and uptake of SME products by planning and implementing necessary campaigns to pull demand
AIRTEL
08.2002 - 03.2009
- A mobile telecommunications company (over 50 million customers)
Manager
Consumer Insight
04.2008 - 11.2008
- Prepare business case and manage all consumer research on behalf of internal stakeholders/business unit
- Engage relevant research agencies and monitor the implementation of ongoing market research projects
- Ensure research results are interpreted and delivered to relevant stakeholders with a clear action point
Education
Master of Business Administration (M.B.A) -
UNIVERSITY OF SUNDERLAND
PG Cert in Digital Marketing - undefined
Master of Science - Organizational Behavior
UNIVERSITY OF LAGOS
Bachelor of Science - Sociology
UNIVERSITY OF LAGOS
10.1995 - 01.1999
Skills
Campaign management
undefinedTimeline
Customer Marketing Manager
THE MORGANS CONSORTIUM UK, A Business Consortium
01.2022 - Current
Business Analyst And Market
OUTBOXCOM
05.2021 - Current
Head
NTEL, G LTE Telecommunications Company
06.2016 - 04.2021
Lead
SIGNTURA CONSULTING
04.2013 - 05.2016
Manager: Enterprise Customer Support
03.2011 - 03.2013
Manager: Retention and Outbound Support
11.2009 - 02.2011
MTN
04.2009 - 03.2013
Business Planning Manager
03.2009 - 10.2009
Manager
12.2008 - 03.2009
Manager
Consumer Insight
04.2008 - 11.2008
AIRTEL
08.2002 - 03.2009
Bachelor of Science - Sociology
UNIVERSITY OF LAGOS
10.1995 - 01.1999
Master of Business Administration (M.B.A) -
UNIVERSITY OF SUNDERLAND
PG Cert in Digital Marketing - undefined
Master of Science - Organizational Behavior
UNIVERSITY OF LAGOS
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