Job Description
The Customer Value Management team drives growth through a data-centric methodology, utilizing cutting-edge analytics, machine learning, and lifecycle strategies to analyze customer behavior and implement timely, impactful interventions that enhance retention, engagement, and long-term value.
What we’re looking for
To align with our evolving business requirements, we seek a candidate who fulfills the specified criteria.
This position reports directly to the Lead Customer Value Management – Fixed and is tasked with developing and executing the CVM Base management strategy for Home Fixed, aiming to secure industry leadership in ARPU growth, churn reduction, and prepaid value market share. The incumbent will take the initiative in designing targeted below-the-line consumer campaigns and overseeing their execution to strengthen customer spending loyalty, minimize churn, extend customer lifetime value, and maximize value extraction—all of which contribute to improved profitability and market share. Furthermore, the role is accountable for meeting and exceeding revenue, profitability, and value share KPIs and targets within the prepaid segment.
We are seeking a highly organized and detail-oriented individual to oversee daily operations, ensuring seamless workflow and adherence to company policies. The role involves managing schedules, coordinating meetings, and maintaining accurate records while collaborating with cross-functional teams to achieve organizational goals. Additionally, the position requires proficiency in office software, excellent communication skills, and the ability to prioritize tasks effectively in a fast-paced environment. Strong problem-solving abilities and a proactive approach to challenges are essential for success in this position.
Develops the Base Management Strategy, covering retention aspects, while ensuring alignment across various functions.
Drives the enhancement of commercial value through strategic management of customer retention, loyalty initiatives, cross-selling, up-selling, and migration of customer base value.
Responsible for managing contact planning, encompassing both outbound and inbound activities, across various offers, channels, and stages of the customer lifecycle.
Oversees the implementation of a new real-time campaign management system and develops and sustains decisioning logic to ensure optimal performance.
Establishes foundational offers and contributes insights to the design of propositions.
Derives valuable customer insights through rigorous data analysis and uncovers previously untapped revenue opportunities.
Oversees the development and maintenance of reporting and analytics systems to facilitate data-driven decision-making through the consistent generation of analytical insights.
Collaborates with diverse cross-functional teams, external vendors, and the Build team to evaluate and implement innovative tools or enhancements to existing solutions, ensuring alignment with evolving requirements.
Leads the development of innovative initiatives within the Analytics domain, encompassing Big Data, Social Network Analysis, Touchpoint, and Customer Segmentation.
Maintains uniform customer experience standards across all products, services, channels, and touchpoints.
Conducts thorough evaluations and forecasts the effects of product and service quality initiatives on organizational operations, ensuring adherence to established service quality benchmarks and end-user experience standards.
Responsibilities include overseeing the customer base along with communications, engagement, and commercial KPIs for prepaid segments. This involves developing targeted marketing programs and tailored propositions to effectively manage and expand the customer base.
Enhance business efficiency and effectiveness within the marketing organization to deliver greater customer value.
Consistently convey pivotal discoveries—such as activity analysis, cluster identification, uptake and usage forecasts, and campaign performance—through clear and concise communication.
Monitor market evolution and assess shifts in customer preferences and competitive dynamics through systematic research and analytical evaluation.
Key performance metrics include measurable objectives that evaluate the effectiveness and efficiency of performance in designated areas. These indicators are established to monitor progress, ensure accountability, and align individual or team efforts with organizational goals. Regular assessment against these benchmarks facilitates data-driven decision-making and continuous improvement across all relevant functions.
Dynamic and Proactive Base Management with a Focus on Key Performance Indicators
You will oversee and drive critical base management Key Performance Indicators, ensuring operational efficiency and strategic growth. This role demands a hands-on approach to performance tracking, data analysis, and continuous improvement initiatives. By monitoring KPIs closely, you will identify trends, address gaps, and implement targeted solutions to enhance base performance and achieve organizational objectives. Strong analytical skills and a results-driven mindset are essential to excel in this position.
Our position is responsible for driving revenue growth and enhancing Average Revenue Per User (APR), playing a pivotal role in the financial performance of the organization. This role requires a strategic mindset to identify and capitalize on revenue opportunities while ensuring sustainable profitability. Key responsibilities include analyzing market trends, optimizing pricing strategies, and collaborating with cross-functional teams to implement initiatives that boost APR. Candidates must possess strong analytical skills, proficiency in financial modeling, and the ability to communicate insights effectively to stakeholders at all levels. A proven track record in revenue optimization and a deep understanding of pricing dynamics are essential for success in this role.
Active days, DOUs
We are seeking a candidate who can accurately assess dormancy levels and effectively manage churn. The ideal applicant will have proven experience in monitoring and analyzing dormancy metrics, as well as implementing strategies to reduce customer attrition. Responsibilities include conducting detailed evaluations of dormant user segments, developing targeted interventions to re-engage inactive users, and collaborating with cross-functional teams to enhance retention efforts. Strong analytical skills, proficiency in data interpretation, and a results-driven mindset are essential for this role.
Integrated Rev % etc
Seeking a highly motivated individual with a Bachelor’s degree in a relevant field, preferably supplemented by one to two years of hands-on experience in a similar role. The ideal candidate will possess strong analytical skills, exceptional attention to detail, and proficiency in industry-standard software applications. Demonstrated ability to manage multiple projects simultaneously while meeting strict deadlines is essential. Excellent communication and teamwork capabilities are required to collaborate effectively with cross-functional teams. Prior experience in [specific industry, if applicable] is a plus.
Must possess the requisite technical and professional credentials.
A bachelor’s degree in business administration, data sciences, analytics, or business intelligence is required.
Marketing or equivalent qualifications are strongly preferred. Certifications related to the field and other pertinent qualifications are highly valued in this role.
With a minimum of five years of relevant experience in Marketing, Product Management, Customer Value Management/Usage, and Retention within a Top Tier global operator environment, you bring a strong foundation to this role.
Possesses a robust analytical skill set to convert customer data into meaningful insights, thereby enhancing business value.
Professionals with substantial experience in the telecommunications industry and its associated services are sought. Candidates should possess a proven track record in managing the full spectrum of product lifecycle processes.
An adept understanding of platforms, billing systems, and CVM engines is required.
Qualifications
BA/BSc/HND , Professional Certificate
