Head of Customer Value Management

Overview

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, ensuring visibility into progress, achievements, decisions, and any roadblocks requiring escalation.
• 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, ensuring CVM has the necessary support and enablers.
• Provide thought leadership, best practices, and improvement plans to marketing teams globally, working closely with country heads to optimize revenue extraction and retention.
• Develop and execute base business strategy and objectives through traditional and digital channels, driving optimal customer engagement and loyalty.
• Monitor and report on business outcomes, ensuring alignment with portfolio-level impacts to maximize value.
• 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, customer lifetime value (CLV), and customer satisfaction.
• Drive the adoption of cutting-edge tools and technologies, such as advanced analytics platforms, CRM systems, and marketing automation, to enhance data-driven decision-making.
• Champion the growth and development of the CVM team, mentoring team members and fostering a culture of continuous improvement.
• Collaborate with global teams to tailor customer engagement strategies for different markets, ensuring scalability and local relevance.

Qualifications And Skills

• Strong business acumen with a data-driven approach to decision-making.
• A trusted leader capable of influencing and coaching multicultural teams in alignment with the company’s mission, vision, and objectives.
• 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 to drive desired business outcomes.
• 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.
• Exceptional problem-solving, communication, and leadership skills.