Manager Customer value Management ( Internal/External)

Role purpose:

The Customer Value Management (CVM) Manager is responsible for overseeing and driving strategies across three critical areas: Inactivity Management, Base Management, and Kindergarten Management. This role focuses on enhancing customer retention, maximizing revenue growth, and ensuring seamless onboarding and engagement through effective multi-channel strategies. The manager will lead a team, develop performance-driven campaigns, and collaborate cross-functionally to optimize the customer lifecycle journey.

Key accountabilities and decision ownership:

Key accountabilities and decision ownership:

• Develop and implement strategies to identify and re-engage inactive customers.
• Analyze customer behavior to create targeted reactivation campaigns across all channels
• Monitor and optimize reactivation campaigns

• Oversee customer base segmentation and develop tailored campaigns for upselling, and cross-selling.
• Drive initiatives that enhance customer lifetime value 
• Ensure continuous engagement through personalized offers, loyalty programs, and targeted communication.
• Collaborate with sales/ marketing and product teams to align base management strategies with overall business objectives.

• Develop effective onboarding programs that ensure smooth customer integration into the service ecosystem.
• Create strategies to engage new customers and encourage interaction with all available services and platforms.
• Monitor onboarding success rates and implement improvements for better customer experience.
• Ensure multi-channel touchpoints are leveraged to maximize early-stage customer satisfaction.

Creativity and Innovation –Ability to design and implement innovative lifecycle strategies and campaigns that drive customer engagement, retention, and value. Continuously seeks out new approaches to solve complex problems and improve customer experience.

Business Acumen –Strong understanding of the telecommunications industry, customer behavior, and revenue drivers. Applies commercial insight to influence strategic decisions and deliver measurable business outcomes.

Adaptability and Change Management Demonstrates flexibility in a fast-paced and evolving environment. Effectively manages change, adapts to shifting priorities, and leads teams through transformation with clarity and confidence.

Project and Program Management –
Proven ability to lead and execute multiple complex projects and campaigns simultaneously, ensuring timely delivery, budget control, and alignment with business goals

Must have technical / professional qualifications:

• Bachelor's degree in Marketing, Business, or related field
• 7–10 years of experience in customer value management, marketing, or customer lifecycle strategy
• Strong experience in campaign management, customer segmentation, and lifecycle analytics
• Proficiency in CRM tools, marketing automation platforms, and customer engagement systems

Desired

• Master’s degree in business administration, Marketing, or a related field
• Experience in the telecommunications or technology sector
• Knowledge of advanced analytics or data science principles

Financial Responsibility:

• Accountable for achieving customer lifecycle targets related to churn, reactivation, retention, and ARPU uplift
• Responsible for planning and managing lifecycle campaign budgets and ensuring return on investment through measurable commercial outcomes

• Supports revenue assurance through optimized customer value strategies and cost-effective execution

How To Apply
If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on the career portal and then Click on the apply button. Remember to attach your resume.

The closing date for receiving applications is Monday, 10th June 2025, 5:30 pm.