Head of Customer Value Management
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Key skills for this role
About the Role
A confidential company is seeking a Head of Customer Value Management to own prepaid and postpaid base strategy, driving customer engagement and retention through advanced analytics.
Key Skills for This Role
Responsibilities
- Shape and lead the overall CVM strategy across all customer segments (Prepay and Postpay) and products
- Collaborate closely with CMO, Head of Products & Pricing, Customer Service Director, Brand & Comms, and Digital Marketing teams
- Ensure CVM initiatives meet approved targets and drive significant impacts on churn reduction, ARPU uplift, and customer acquisition
- Engage with cross functional teams including Customer Service, Brand & Comms, Digital Marketing, Legal, and Finance
- Provide thought leadership, best practices, and improvement plans to marketing teams globally
- Develop and execute base business strategy and objectives through traditional and digital channels
- Monitor and report on business outcomes, ensuring alignment with portfolio level impacts
- Support go to market efforts for key business initiatives and digital propositions
- Drive innovation and support marketing technology programs to fuel future growth
- Take ownership of KPIs including churn reduction, ARPU uplift, CLV, and customer satisfaction
Requirements
- At least 10 years of experience in CVM within a subscription based business model
- Proven track record of leading cross functional teams, designing customer journeys, and managing end to end campaigns
- Strong analytical mindset with experience in leveraging advanced analytics models for data driven decision making
- Deep expertise in marketing technology, digital marketing, and multi channel campaigns
- Excellent analytical and strategic thinking abilities with proven P&L management skills
- In depth understanding of the telecom industry and consumer insights
- Exceptional problem solving, communication, and leadership skills
Full Job Posting
Role Overview
- This role will be responsible for end to end ownership of the prepaid and postpaid base, defining and executing the business vision and strategy across traditional and digital channels.
- Collaborate closely with various stakeholders to ensure deeper customer engagement, leveraging consumer insights and advanced analytics to impact margin, retention, and customer satisfaction.
Key Responsibilities
- Shape and lead the overall CVM strategy across all customer segments (Prepay and Postpay) and products.
- Collaborate closely with the CMO, Head of Products & Pricing, Customer Service Director, Brand & Comms, and Digital Marketing teams.
- Ensure CVM initiatives meet approved targets and drive significant impacts on churn reduction, ARPU uplift, and customer acquisition.
- Engage with cross functional teams including Customer Service, Brand & Comms, Digital Marketing, Legal, and Finance.
- Provide thought leadership, best practices, and improvement plans to marketing teams globally.
- Develop and execute base business strategy and objectives through traditional and digital channels.
- Monitor and report on business outcomes, ensuring alignment with portfolio level impacts.
- Support go to market (GTM) efforts for key business initiatives and digital propositions.
- Drive innovation and support marketing technology programs to fuel future growth.
- Take ownership of key performance indicators (KPIs), including churn reduction, ARPU uplift, CLV, and customer satisfaction.
- Drive the adoption of cutting edge tools and technologies, such as advanced analytics platforms, CRM systems, and marketing automation.
- Champion the growth and development of the CVM team, mentoring team members and fostering a culture of continuous improvement.
Qualifications and Skills
- Strong business acumen with a data driven approach to decision making.
- A trusted leader capable of influencing and coaching multicultural teams.
- Agile and entrepreneurial mindset, adept at navigating uncertainty and adapting to change.
- Deep expertise in marketing technology, digital marketing, and multi channel campaigns.
- Excellent analytical and strategic thinking abilities with proven P&L management skills.
- In depth understanding of the telecom industry and consumer insights.
- At least 10 years of experience in CVM within a subscription based business model.
- Proven track record of leading cross functional teams, designing customer journeys, and managing end to end campaigns.
- Strong analytical mindset with experience in leveraging advanced analytics models.
- Exceptional problem solving, communication, and leadership skills.
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