Customer Value Management Manager (CVM)

Job Summary

The CVM Manager owns and governs the Egypt-based CVM contact centre, the agents and Team Leaders dedicated to subscriber retention , win back and supporting customers . The team engages at-risk and lapsed subscribers proactively and supports customers who contact us, across a range of needs. The role is accountable for the calling strategy, campaign execution, conversion and save-rate performance, first-contact resolution of customer queries, and the quality, compliance and productivity of the team. The Manager works closely with the Customer Value Management function to turn customer insight, churn signals and offers into measurable retained and reactivated revenue.

Key Responsibilities

Retention, Winback & Customer Support Performance

• Govern the day-to-day running of the contact centre, ensuring activity is focused on retention (at-risk, expiring and churn-intent subscribers), winback (lapsed and disconnected subscribers) and supporting customers, across both proactive and inbound contacts.
• Own and deliver targets for save rate , winback / reactivation rate , contact rate , right-party contact , conversion rate , revenue retained / recovered , and cost per retained or reactivated subscriber ; and, for customer support contacts, first contact resolution , repeat-contact rate and customer satisfaction .
• Plan and run proactive calling campaigns in line with CVM priorities: agree target segments, call lists, offers, scripts and call cadence; manage list penetration, call attempts and re-contact rules; and track campaign ROI.
• Manage workforce planning, shift scheduling, dialer configuration, and inbound call routing to balance proactive and inbound volumes, maximise productivity, and meet service-level and attendance targets.
• Provide daily, weekly and monthly performance reporting and insight to CVM, Commercial and senior leadership, including campaign results, objection and churn-reason analysis, and recommendations for offers and approach.
• Ensure customer support queries (including technical issues) are resolved at first contact wherever possible, with clear escalation paths to specialist teams such as Technical Support, and that customers are managed fairly and consistently.
• Measure the sustainability of retention and winback outcomes through 30, 60 and 90-day post-save and post-reactivation tracking.
• Monitor rechurn, repeat-cancellation behaviour, payment completion and recurring revenue following retention and winback interactions.
• Ensure campaigns are evaluated based on sustainable incremental value, not only point-of-contact saves or reactivations.
• Establish structured test-and-learn practices, including control groups, A/B testing, offer testing, script testing and contact-strategy experimentation.
• Define campaign eligibility, exclusions, control groups, entry and exit criteria, suppression rules and success measures before campaign launch.
• Conduct post-campaign reviews and maintain a documented repository of campaign results, findings and lessons learned.
• Recommend scaling, redesigning or stopping campaigns based on incremental commercial value, customer impact and operational feasibility.

Team Leadership & Development

• Lead, coach and hold accountable the Team Leaders and agents; set clear individual and team targets and review performance through regular one-to-ones and scorecards.
• Recruit, onboard and train agents in retention, objection handling, offer knowledge, winback techniques, customer support and first-line troubleshooting; run a continuous coaching and call-calibration programme.
• Design incentive and recognition schemes tied to saves, winbacks and quality, in line with Egyptian Labor Law and company policy.
• Maintain team motivation, manage attrition and absenteeism, and build a succession pipeline for Team Leader roles.

Quality, Compliance & Customer Experience

• Work with the Quality Assurance team to audit calls for script adherence, accurate offer and pricing disclosure, soft-skills and brand standards, and to drive corrective coaching.
• Ensure all calling activity complies with applicable regulations and company policy, including data protection and privacy, do-not-call / opt-out handling, permitted calling hours and fair-selling practices.
• Maintain operational SOPs, call scripts and objection-handling guides aligned with industry quality standards (ISO / COPC) and keep them current with offer and product changes.
• Capture and analyse customer feedback, churn reasons and objection trends, and feed them back to CVM, Product and Commercial teams to improve offers and retention strategy.

Cross-Functional Collaboration

• Partner with the CVM, Marketing, Data & Analytics, Billing, Sales, Technical Support and Technology teams (in Egypt and regionally) on target lists, offers, systems and process improvements.
• Work with the CRM, dialer and reporting teams to ensure accurate data, disposition coding, call outcomes and campaign tracking.
• Manage relationships with any third-party or outsourced contact centre partners, where applicable, against agreed service levels and performance.

Key Performance Indicators

Performance will be measured against the following KPIs. Targets are set annually with CVM and Commercial leadership and reviewed monthly.

Retention & Winback

Save rate; winback / reactivation rate; revenue retained and recovered; churn reduction within the handled base; cost per retained or reactivated subscriber.

Contact & Conversion

Contact rate; right-party contact rate; conversion rate on offers; calls and successful outcomes per agent; campaign ROI.

Customer Support & Resolution

First contact resolution (FCR); repeat-contact rate; average handle time (AHT); service level and abandonment rate; escalation rate to specialist teams.

Quality & Customer Experience

QA score; CSAT / NPS; compliance and disclosure audit results; complaint rate.

Workforce & People

Schedule adherence and occupancy; agent attrition and absenteeism; coaching and calibration completion; Team Leader development and succession.

Qualifications & Skills

Education

Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

Experience

5–8+ years in customer service, contact centre or customer retention / CVM roles, with at least 3 years managing contact centre, sales or retention sizeable agent teams (Telecom, Pay-TV / Media subscription, BPO, FinTech, or Banking background preferred). Proven track record of delivering save-rate, winback and conversion targets.

Languages

Native Arabic and Fluent/Professional English.

Technical Proficiency

Hands-on experience with CRM platforms (Salesforce, Microsoft Dynamics, or similar), predictive/progressive dialers, ACD/IVR call routing, and Workforce Management (WFM) tools. Strong reporting and analytical skills (Excel / BI tools) with campaign and churn analytics.

Soft Skills

Strong leadership and people management, commercial and negotiation mindset, coaching ability, analytical problem-solving, and results orientation.