Assistant Manager / Manager Customer Value Management

Our client is a leading multinational telecommunication partner and this role is accountable for designing and executing strategies across the customer life cycle to increase customer value, retention, and satisfaction. The position requires a strong blend of strategic thinking, data-driven decision-making, and cross-functional collaboration to optimize customer engagement and revenue growth.

KEY RESPONSIBILITIES:

1. Customer Life Cycle Management

• Create and roll out strategies that enhance customer lifetime value through tailored upselling and cross-selling initiatives.
• Develop customer segmentation models to support targeted approaches for acquisition, onboarding, retention, and growth.
• Study customer trends and behavior to proactively identify opportunities for personalized engagement.

2. Base Management

• Lead initiatives to strengthen customer loyalty, improve satisfaction, and maximize revenue.
• Align pricing strategies, product offerings, and promotional activities with customer needs and competitive dynamics.

3. Customer Experience

• Partner with the CX team to identify service gaps and introduce improvements across the customer journey.
• Ensure customer issues and inquiries are handled effectively by coordinating with service teams.
• Establish and monitor customer feedback mechanisms to drive continuous enhancement of service quality.

4. Data & Insights

• Use advanced analytics to monitor KPIs, evaluate customer behavior, and measure the success of base management programs.
• Deliver periodic reports and dashboards with insights, trends, and recommendations for leadership teams.
• Conduct ad-hoc analysis to support strategic decisions and uncover new opportunities for business growth.

5. Collaboration & Stakeholder Management

• Work with marketing, product, commercial, and finance teams to ensure life cycle and base management strategies support overall business objectives.
• Engage with internal and external stakeholders to understand customer needs and market developments.
• Stay informed on industry changes, competitor activities, and regulatory updates to adapt strategies proactively.

6. Campaign Planning & Execution

• Partner with marketing teams to design and implement campaigns aligned with customer value management goals.
• Utilize segmentation, market intelligence, and analytics to define target audiences and optimize campaign effectiveness.
• Establish clear KPIs and metrics to evaluate campaign success.
• Manage campaign execution, including planning timelines, budgeting, and resource allocation.

7. Cross-Team Collaboration

• Ensure campaigns clearly communicate product strengths and value propositions in partnership with product and CVM teams.
• Work closely with analytics teams to enable data-driven campaign optimization.
• Coordinate with external agencies and partners to deliver integrated campaigns.

8. Financial & Budget Oversight

• Partner with finance teams to prepare and manage detailed budgets, ensuring optimal use of resources.
• Track and deliver on key financial outcomes including gross revenue, ARPU, product mix, VAS adoption, and profitability metrics.