Lead - Customer Value Management

About the role

The Lead – Customer Value Management (CVM) owns the CVM strategy across Whizmo's Individual, Business and Enterprise segments. Reporting to the Manager – Growth and Success, this role is fully office‑based in Dubai and drives usage, engagement, retention and revenue growth.

Key responsibilities

• Develop and own the overarching CVM strategy, including usage, engagement, retention, churn, segmentation and monetisation.
• Set CVM targets, manage the customer lifetime value model and continuously refine the strategy based on performance.
• Lead initiatives to increase transaction frequency, product adoption and active usage across all segments and channels.
• Design and execute proactive retention programmes and reactivation strategies for at‑risk and dormant customers.
• Own the customer segmentation model, analyse cohort behaviour and ensure consistent application across campaigns.
• Drive cross‑sell, upsell and product penetration strategies to maximise revenue from existing customers.
• Manage and develop the Officer – CVM, setting priorities, reviewing analysis quality and planning resourcing.
• Produce CVM reporting and dashboards, presenting insights to senior leadership and ensuring data accuracy.
• Collaborate with product, data, marketing, finance and operations to embed CVM initiatives into broader segment strategies.

Required profile

• Proven experience in customer value management, usage engagement or retention strategy within financial services or a related sector.
• Strong analytical mindset with ability to translate data into actionable strategies.
• Excellent stakeholder management and communication skills.

Required skills

• Data‑Driven Decision Making
• Strategic Thinking
• Usage Engagement Management
• Commercial Revenue Acumen
• Retention & Churn Strategy
• Customer Value Management
• Stakeholder Management
• Customer Segmentation Analytics