Head of Customer Value Management

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. You will 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, 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.