Customer Value & Lifecycle Manager

Purpose

Ooredoo Fintech (Oft)

Role Accountabilities

• Define and own the customer lifecycle framework across all OFTI markets — mapping the journey from acquisition through activation, engagement, and cross-sell, with clear commercial KPIs at each stage.
• Build and maintain Customer Lifetime Value (CLV) models to identify high-value segments, predict churn risk, and ensure commercial investment is directed to the highest-return opportunities.
• Design data-driven lifecycle campaign briefs for the central marketing team and country teams, ensuring all campaigns are audience-targeted, journey-sequenced, and tied to measurable revenue outcomes.
• Lead the commercial strategy for wallet adoption — developing incentive structures, activation triggers, and multi-product propositions that shift customer behaviour from single use-case user to regular wallet engagement.
• Identify and size cross-sell opportunities across the product portfolio, building the commercial case for each revenue stream with P&L projections and conversion modelling.
• Monitor and report on lifecycle KPIs (D7/D30 retention, product attach rates, dormancy rates, cross-sell conversion) across all markets, producing actionable recommendations for the stakeholders.
• Oversee and manage the commercial budget, ensuring that financial resources are strategically allocated across lifecycle triggers to maximize ROI and lower the cost-of-retention.
• Partner with central marketing and local market teams to architect the commercial calendar, ensuring campaign sequencing is optimized to drive long-term Customer Lifetime Value (CLTV) and portfolio health.
• Rigorously evaluate the performance of ongoing initiatives in collaboration with local & central teams, validating that engagement activities have materialized into the expected revenue growth and measurable customer stickiness.

Experience

• **Experience**
• : 5–8 years in customer lifecycle management, CRM strategy, or customer value management within Fintech, Banking, or Telecoms, with a demonstrated track record of driving retention and cross-sell outcomes.
• **Lifecycle & CRM Skills:**
• Proven experience designing and executing lifecycle programs that deliver measurable improvement in retention, engagement, and cross-sell conversion rates.
• **Commercial Acumen:**
• Strong understanding of consumer financial products economics, including digital wallet revenue models, remittance, and consumer lending P&L.

Minimum Entry Qualifications

• **Education:**
• Bachelor's degree in Business, Marketing, Finance, or a related field.
• MBA or equivalent postgraduate qualification is a strong plus.

Personal Profile

• Adept at navigating a matrix organization, demonstrating the professional maturity and interpersonal agility required to drive alignment and high-velocity execution across diverse cross-functional and regional teams.
• Customer-first thinker with a strong revenue orientation — able to connect user behaviour patterns to commercial outcomes and build a compelling case for investment.
• Strong storytelling and brief-writing skills to influence marketing and product teams who do not report directly to this role.
• Comfortable operating across multiple markets with varied cultural and regulatory contexts, adapting strategies without losing commercial rigour.