Customer Value Management (CVM) Manager

About the role

The Customer Value Management (CVM) Manager will lead the creation and operation of a data‑driven CVM function, leveraging AI‑native tools to reduce churn, improve financial performance and boost NPS. You will work closely with cross‑functional teams to design digital engagement strategies that deliver personalized, next‑best‑action experiences.

Key responsibilities

• Set up and run the CVM function using AI‑native platforms to influence churn, revenue and NPS metrics.
• Analyze customer data and analytics to uncover opportunities for enhanced experience and value creation.
• Develop and execute digital customer engagement campaigns across multiple channels.
• Prioritize and implement “next‑best‑action” decisioning in digital touchpoints.
• Monitor, measure and optimise campaign performance and ROI.
• Design and run A/B tests and experiments to continuously improve conversion and engagement.
• Provide input to the product roadmap to ensure new digital products align with customer needs.

Required profile

• Bachelor’s degree or equivalent business experience.
• Minimum 5 years of experience in digital decisioning, process improvement, customer journey or related digital roles.
• Strong communication and collaboration abilities to work effectively in cross‑functional teams.

Required skills

• Proficiency with CRM systems, marketing automation software and analytics tools.
• Deep knowledge of telecommunications technologies such as 5G, IoT, APIs, artificial intelligence and cloud‑based services.

What we offer

• Opportunity to shape a strategic CVM function within a leading telecom environment.
• Access to cutting‑edge AI tools and a collaborative, innovative culture.