Casper Richard Roy
Ottawa,ON
Summary
Highly accomplished marketing professional with over 15 years of experience in developing and executing strategic marketing campaigns that drive revenue growth and customer engagement. Proven track record of success in implementing customer loyalty programs, utilizing data analytics to optimize marketing initiatives, and collaborating with cross-functional teams to achieve business objectives.
Overview
17
17
years of professional experience
Work History
Marketing Manager, Customer Lifecycle Management
Robi Axiata Ltd.
02.2020 - 11.2023
- Led the implementation and optimization of marketing automation strategies across multiple marketing campaigns, resulting in a 20% increase in lead generation and a 15% decrease in marketing costs
- Managed and maintained a marketing automation platform, ensuring seamless integration with CRM and other marketing tools
- Conducted regular data analytics and reporting to measure the effectiveness of marketing campaigns and make data-driven decisions
- Utilized Tableau, ICMS & Marketo Platform to track performance and monitored segmentation behavior.
Project Manager – Enterprise PMO
Robi Axiata Ltd.
10.2017 - 01.2020
- Streamlined project processes by implementing Agile methodologies, resulting in increased efficiency and reduced costs.
- Efficiently collaborated with cross-functional teams to define requirements and user stories, consistently delivering projects on time and on budget with a 95% success rate
- Implemented innovative project planning strategies, reducing project timelines by 20% to accelerate implementation and enhance productivity
- Adhered to proactive risk management principles, meticulously identifying, documenting, and mitigating risks, resulting in a 30% reduction in overall risk exposure and ensuring project success.
Loyalty Manager, Customer Lifecycle Management
Robi Axiata Ltd.
01.2015 - 09.2017
- Developed and implemented strategies to improve customer loyalty and retention rates, including the creation of personalized offers and rewards programs
- Led the development and implementation of customer loyalty programs, resulting in a 10% increase in high-value (HV) customer base and a 30% increase in HV customer retention
- Introduced innovative loyalty methods, including geo-stamping campaigns, personalized offers, and loyalty rewards, which resulted in a 7% increase in HV customer revenue contribution
- Improved customer engagement by 2X times through the launch of win-back focused digital campaigns.
B2B Account Executive
Airtel Bangladesh Limited
Dhaka, BD
01.2012 - 12.2014
- Increased B2B sales by cultivating strong relationships with key decision-makers and stakeholders.
- Developed tailored solutions for clients, resulting in higher customer satisfaction and repeat business.
- Exceeded quarterly sales targets consistently through effective territory management and strategic planning.
- Conducted comprehensive market research to identify new potential clients and business opportunities.
Specialist, Call Center Solutions
Airtel Bangladesh Limited
Dhaka, BD
10.2010 - 12.2011
- Resolved complex technical issues for customers through in-depth troubleshooting and diagnostic procedures.
- Managed high call volume while maintaining quality of support provided to each customer interaction.
- Skillfully navigated multiple software tools and systems to efficiently assist customers with their inquiries.
Call Center Operations Supervisor
Warid Telecom
Dhaka, BD
02.2007 - 09.2010
- Streamlined call center operations for increased productivity by implementing effective workforce management strategies.
- Reduced average handle time with targeted coaching sessions, improving overall call center efficiency.
- Increased first call resolution rates through thorough agent training and support.
- Developed comprehensive performance metrics to track and evaluate individual and team performance, driving continuous improvement.
Education
Certificate in Product Management (Ongoing) -
York University
Toronto03.2024
MBA - Marketing
North South University
Dhaka, BD04.2020
Skills
- Project Management
- Customer Lifecycle Management
- Product Development
- Digital Marketing
- Pricing Strategy & Positioning
- Market Research & Outreach
- Go to market strategy
- Cross Functional Collab
- Negotiation & Communication
- Client Relations, & Presentation
- MS Word, Excel, PPT & Project
- Jira, MS Team & Tableau
Timeline
Marketing Manager, Customer Lifecycle Management
Robi Axiata Ltd.
02.2020 - 11.2023
Project Manager – Enterprise PMO
Robi Axiata Ltd.
10.2017 - 01.2020
Loyalty Manager, Customer Lifecycle Management
Robi Axiata Ltd.
01.2015 - 09.2017
B2B Account Executive
Airtel Bangladesh Limited
01.2012 - 12.2014
Specialist, Call Center Solutions
Airtel Bangladesh Limited
10.2010 - 12.2011
Call Center Operations Supervisor
Warid Telecom
02.2007 - 09.2010
Certificate in Product Management (Ongoing) -
York University
MBA - Marketing
North South University
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