Head of Customer Value Management

Mar 20, 2017 02:48 pm

Banglalink Company Name: Banglalink

Job Title: Head of Customer Value Management

Job Type: Full Time

Job Category: IT & Telecommunication

Deadline: 27 Mar,2017

Educational Qualification:

BBA/MBA from any reputed UGC approved University



8-10 years of experience in the Telecom sector with a proven track record in developing and administering CVM programs



Required Knowledge & Skills

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 prepay 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.
Experience with research-driven quantitative pricing techniques (e.g. choice modeling)
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 Life time Value and Revenue

Required Competencies
Same as above


Other Opportunities:

Department/Division/Job Location




Instruction :

Application Deadline: Monday, March 27, 2017
Apply Online


Candidates who do not meet the education, experience and other attributes will NOT be considered.


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Job Detail:

Head of Customer Value Management

Major Responsibilities

Develop and execute customer value management strategies (includes retention strategy, customer contact policies, Segmentation strategy, pricing strategy, BTL program & campaign strategy, and capabilities enhancement strategy) in line with commercial development program for B2B & B2C
Base demand stimulation & ARPU protection initiatives and campaigns e.g. recharge & get, spend & get, tariff migration management, revenue boosters, cross-/ up-sell e.g. smart data-upsell, cross-sell and development and launching relevant contextual marketing and BTL plans and activities;
Define overall churn management strategy and operationally drive pro-active and reactive retention activities along the customer lifecycle. Plan and manage saves tools, saves tariffs. Input into involuntary churn strategy and initiatives; Define and execute base development programs for B2B & B2C campaigns to achieve like-for-like growth in customer base ARPU through targeted and segmented offers & campaigns.
Deliver volume and value forecasting, retention volume and spend cross-sell / up-sell and of direct contact budgets; Input into Proposition development and advice of Base Management implications with specific initiatives.
Manage delivery of actionable integrated customer insight for customers, including actionable value and needs based segmentation and predictive models, linked with competitor intelligence, and market research.
Manage all BTL campaign execution and significantly improve ROI through strong campaign management tools – operations, campaign planning, detailed design, production, test, roll-out, commercial return and evaluation.
Generating customer insights based on data analysis and identifying new revenue opportunities, Managing reporting & analytics for the organization and supporting decision making by generation of Regular Analysis;
Define base segmentation, offers and provide input into proposition design; Build predictive & propensity models for better decision making pertaining to key aspects such as Churn, acquisition, etc; Strong financial, qualitative and quantitative research and analytical model implementation to provide analysis based on program profitability, revenue, margin and utilization;
Identify new tools / modifications to existing tools to support new requirements by interacting with various cross functional teams, external vendors & Build team capabilities;
Manage retention as well as the related customer investment budget and contribute to definition of commercial policies; customer data requirements Managing various platforms for better customer engagement; defining channel, contact strategy and communication content and managing CVM campaigns executions.