Customer Value Management Director

Job Description 

At our company, we hold an uncompromising stance against mediocrity, committing ourselves to work that delivers audacious impact and is fueled by a pioneering spirit of continuous progress and innovation. This ambition is supported by leadership grounded in courage and clarity—ensuring alignment, accountability, and purpose in everything we do. Integrity shapes how we hire, recognize, and develop talent, with a focus on potential, ambition, and long term growth. Together, we operate with collective strength, prioritizing meaningful results over unnecessary rituals and navigating challenges with unity and resolve. Above all, we remain steadfast and resilient, never losing sight of our commitments and continuously pushing forward through complexity with determination and purpose to create a better life for all.

• Develop and lead enterprise-wide Customer Value Management (CVM) strategy across Mass, Internet, Digital, and High-Value segments to drive customer retention, engagement, revenue growth, and lifecycle optimization.

• Build data-driven customer segmentation, predictive analytics, churn forecasting, and behavioral models to identify growth opportunities, improve retention, and maximize customer lifetime value (CLV), including low utilized site monetization. 

• Drive end-to-end CVM portfolio management including BTL campaigns, churn prevention, reactivation, upsell/cross-sell initiatives, contextual marketing, and revenue stimulation programs across voice, data, and digital services.

• Lead strategic growth initiatives for digital platforms and services including MyBL App, Toffee, MFS channels, streaming, gaming, and other digital ecosystems to accelerate customer adoption and monetization.

• Formulate and execute sustainable 4G and Internet CVM strategies focused on subscriber growth, ARPU enhancement, device penetration, digital migration, and multi-play revenue expansion for both Consumer, B2B and Postpaid segments. 

• Own High-Value (HV) customer management strategy including customer engagement, tier-based value propositions, retention frameworks, etc.

• Develop and implement customer expansion (acquisition, MNP) and retention strategies by leveraging advanced analytics, market intelligence, campaign ROI tracking, and customer insights to improve product penetration and reduce churn.

• Collaborate with Technology, BSM, Analytics, Product, Digital, and external partners to enhance campaign management capabilities, real-time engagement platforms, contact policies, and customer communication frameworks.

• Build and lead a high-performing CVM team by driving capability development, strategic thinking, commercial acumen, innovation culture, and cross-functional collaboration to achieve organizational growth ambitions.

Academic Qualification

• Business graduate/Engineer and MBA, preferably with major in Marketing.

Job Experience Required

• 12+ years of experience in the Telecom sector with a proven track record in developing and administering CVM programs. 2+ years of experience at a senior manager level.

Required Capabilities

• Outstanding commercial management skills, numerate, analytical

• Demonstrated leadership of an established and successful CVM function in a company recognized as leader in CBM

• Expertise in CVM methodology, principles, capabilities, and techniques

• Ability to create, lead and inspire high-performing teams

• Prior experience of mobile industry prepaid base management i.e. inactivity management, multi-SIM, engagement techniques & most optimal channels

• Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level.

• Extensive experience in managing customer analytics and business intelligence projects and initiatives.

• Comprehensive familiarity with competitive environment, market trends and consumer mindset

• Must have superior stakeholder management skills with focus on Leadership and team management skills.

• Experience in delivering out of the box campaigns that will enrich customer experience and will increase Customer Lifetime Value and Revenue.

• Able to analyze data from different statistical models