The Specialist – Customer Value Management (CVM) is responsible for executing customer lifecycle strategies aimed at increasing customer value, improving retention, reducing churn, and driving revenue growth. The role supports customer segmentation, targeted marketing campaigns, customer engagement initiatives, and performance analysis to enhance the overall customer experience and profitability.

Customer Lifecycle Management

·         Support the implementation of customer acquisition, retention, loyalty, and reactivation strategies.

·         Manage customer lifecycle campaigns across various customer segments.

·         Monitor customer behavior and identify opportunities to increase engagement and usage.

·         Ensure effective execution of lifecycle management initiatives.

Campaign Management

·         Design, execute, and monitor targeted marketing campaigns.

·         Coordinate campaign implementation with Marketing, BI, Digital Services, and Sales teams.

·         Manage upsell, cross-sell, and usage stimulation campaigns.

·         Evaluate campaign performance and recommend optimization actions.

Customer Segmentation & Analytics

·         Develop and maintain customer segmentation models.

·         Analyze customer data to identify behavioral trends and revenue opportunities.

·         Monitor segment performance and recommend targeted initiatives.

·         Support personalization and customer-centric marketing approaches.

Retention & Churn Management

·         Monitor churn trends and identify at-risk customer segments.

·         Implement retention programs to improve customer loyalty.

·         Develop win-back campaigns for inactive and dormant customers.

·         Track retention effectiveness and customer value growth.

Revenue Enhancement

·         Support initiatives aimed at increasing ARPU (Average Revenue Per User).

·         Identify opportunities for cross-selling and upselling products and services.

·         Work with Product and Digital teams to create targeted offers.

·         Monitor revenue performance resulting from CVM activities.

Reporting & Performance Monitoring

·         Prepare daily, weekly, and monthly CVM performance reports.

·         Monitor campaign KPIs and customer value indicators.

·         Analyze campaign ROI and business impact.

·         Present insights and recommendations to management.

Cross-Functional Collaboration

·         Coordinate with Product Management, Digital Services, BI Reporting, Customer Care, Finance, and Sales teams.

·         Ensure timely delivery of customer campaigns and promotions.

·         Support customer experience improvement initiatives.

·         Contribute to commercial and marketing planning activities.

Customer Loyalty Programs

·         Support the development and management of loyalty and rewards programs.

·         Drive customer engagement through targeted retention activities.

·         Monitor loyalty program performance and recommend enhancements.

• Increase customer satisfaction and long-term value.

Education

• Bachelor’s Degree in Marketing, Business Administration, Economics, Statistics, Telecommunications, or a related field.

Experience

• Minimum 4-6 years of experience in CVM, Marketing, Analytics, Commercial Operations, or Telecommunications.
• Telecom industry experience is highly preferred.

Technical Skills

·         Customer lifecycle management

·         Campaign management

·         Customer segmentation and profiling

·         Churn analysis and retention management

·         Revenue growth strategies

·         Data analysis and reporting

·         Advanced Microsoft Excel

·         Power BI, Tableau, or similar BI tools

·         SQL knowledge is an advantage

·         Telecom products and services understanding

Core Competencies

·         Customer-centric mindset

·         Analytical thinking

·         Commercial awareness

·         Problem-solving skills

·         Planning and organization

·         Communication skills

·         Stakeholder management

·         Attention to detail

·         Results orientation

• Team collaboration