Job description

About the Role

The Manager of CVM & Retention is accountable for driving customer life-cycle strategies that increase customer value, strengthen loyalty and minimize churn. The role focuses on analyzing customer data and behavior to design targeted retention strategies, programs, personalized offers and engagement initiatives that maximizes revenues and profitability. The Manager will be working closely with the Products and Services Team, Sales, Technology, Digital and Customer care teams, to ensure seamless execution of revenue simulation and retention campaigns while continuously monitoring results and identifying new opportunities to enhance customer satisfaction.

• Analyze customer data, usage partners and behavior to identify opportunities for increasing CLV.

  
  

• Develop and refine customer segmentation to tailor retention, upsell, and cross-sell strategies.

  
  

• Monitor churn trends and provide proactive insights to minimize attrition.

  
  

• Design and execute retention programs and loyalty initiatives to reduce churn and strengthen customer loyalty.

  
  

• Develop strategies to upsell and cross-sell products and services, ensuring growth in ARPU and overall base revenue.

  
  

• Lead the design, execution and monitoring of all BTL campaigns across multiple channels including digital.

  
  

• Build and maintain dashboards to track the performance and ROI of CVM campaigns.

  
  

• Ensure CVM campaigns complement the broader marketing launches and go-to-market strategies.

  
  

• Collaborate with the Customer Experience and digital team to design seamless customer journeys that drive satisfaction and loyalty.

  
  

• Gather and analyze customer feedback to identify pain points and work with relevant team to resolve issues.

  
  

• Implement personalized communication strategies for different customer segments.

  
  

• Establish and lead churn management processes, including proactive and reactive churn strategies.

  
  

• Work with Sales and Customer Care teams to execute retention plans, with clear ownership and accountability across teams.

  
  

• Direct and support sales channels through training, incentives and push activities to deliver the CVM plan.

  
  

• Define KPIs to measure retention effectiveness, campaigns ROI and revenue impact.

  
  

• Prepare and present regular reports, insights and recommendations to Senior Management.

  
  

• Drive innovation in CVM practices, adopt new tools, analytics and best practices to stay ahead of competition.

  
  

• Mentor and guide CVM team members, fostering a performance-driven and customer-focused culture.

  
  

• Perform other related duties or special projects assigned by Senior Management.

  
  

• BSC in Business Administration, Marketing, Data Analytics, or relevant field. (Master’s degree or a professional certification in CVM or Data Analytics is an advantage).

  
  

• 8 to 10 years of experience in telecom or related industries with focus on CVM or customer retention.

  
  

• Proven track record in designing and executing customer life-cycle strategies, retention programs and personalized campaigns.

  
  

• Experienced in managing cross-functional projects and leading teams toward revenue or churn reduction targets.

  
  

• Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.

  
  

• Proficiency in campaign management tools and BI/Analytics platforms.

  
  

• Excellent communication, presentation and reporting skills.

  
  

• Problem solving and decision-making abilities with a data driven and customer-centric mindset.

  
  

We are an equal opportunity employer and welcome applications from individuals of all backgrounds, including persons with disabilities and those who may require reasonable accommodations to perform their duties. We are committed to maintaining an inclusive workplace and to ensuring that all employees are supported to succeed.