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Five channels, one programme, for a top-three Brazilian mobile operator
I am the sole client-facing project manager for one of Brazil’s top three mobile operators, covering RFPs, statements of work, requirements and delivery governance for cross-channel customer journeys.
The situation
The programme covers debt collection, price-increase communications and product advertising for the operator’s customers, delivered across RCS, MMS, SMS, Email and WhatsApp.
What I did
- Own the client relationship end to end: RFPs, statements of work, requirements and delivery governance.
- Coordinate the integrations between MMSC, SMSC, Next Best Action and eCommerce systems that sit behind the cross-channel journeys.
- Run the A/B testing and segmentation behind several customer journeys.
- Work across borders, in both English and Portuguese.
The results
- 5
channels (RCS, MMS, SMS, Email and WhatsApp) delivered for debt collection, price-increase communications and product advertising.
Click-through rates went up and cost per customer came down, driven by the A/B testing and segmentation.
To confirm
- Can you add the actual uplift in click-through rate and the drop in cost per customer?
- Are you comfortable with “one of Brazil’s top three mobile operators”, or should it be more general?
- How big was it: customers reached, team size, duration?
- Is there one moment, such as a hard integration or a tough stakeholder, that shows how you work?
Interested in how I’d work with your team? Email me ordownload my CV.