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Description
ROLE PURPOSE
Provide base management strategy and operational execution. Define, manage and deliver the customer life cycle programs and activities in order to maximise the customer life time value (revenue / margin). Primary responsibility for (a) base-driven (in)-voluntary churn / inactivity and retention investment, (b) product penetration, and (c) base management direct marketing results.
KEY DELIVERABLES
Develop and execute base management strategy (including retention strategy) to maximise customer lifetime value and base value contribution to overall services revenue.
Retention & Churn management e.g. outflow value management, early churn detection, involuntary churn.
Prepay base management e.g. inactivity management, top-up volume and value management, revenue stimulation.
Manage customer value segments discretely & manage loyalty programs and partnerships.
Architect the development of a holistic blueprint for segmented offer management & fulfilment by scoping out the charging/provisioning layer.
Create and manage a high performance commercially focused CVM team.
SKILLS
Project Management
Incident Management
Solution Architect
EXPERIENCE AND QUALIFICATIONS
•5-10 years’ experience in a CVM function at a managerial level
•Experience with research-driven quantitative pricing techniques (e.g. choice modelling)
•Telecommunications experience would be an added advantage
QUALIFICATIONS
•University degree or equivalent qualifications in computer science/ Computer Engineering/ Actuarial Science or similar