Customer Value Management Senior Specialist

Job Description Summary

As a subject matter expert, this role owns the strategy and P&L for driving ARPU/ARPA growth within the Postpaid base. The Senior Specialist will lead high-impact campaigns, leverage advanced analytics to model customer behaviour, and drive the evolution of the CVM technology stack.

• Own the strategic planning, P&L, and roadmap for all upsell, cross-sell, and base migration campaigns to exceed ARPU/ARPA targets.
• Develop and own the customer lifecycle management (CLM) strategy, using predictive analytics and segmentation to maximise customer lifetime value.
• Lead the evolution of the CVM technology stack, driving enhancements to the personalisation and campaign automation capabilities.
• Act as the senior business owner, guiding cross-functional teams (Marketing, IT, Finance) to ensure strategic alignment and flawless execution of complex initiatives.
• Champion a data-driven culture, presenting deep-dive analyses and strategic recommendations to senior leadership to influence business decisions.
• Mentor junior team members and act as the go-to expert on customer value management for the wider organisation.

Requirements:

• Bachelor's Degree in Marketing, Business, Analytics, Economics or a related field.

• Minimum 7 years of experience in Customer Value Management (CVM), CRM, Customer Lifecycle Management, Marketing Analytics, or a related commercial function.

• Proven experience in driving ARPU/ARPA growth through upsell, cross-sell, retention, and customer lifecycle strategies.

• Strong analytical skills with experience in customer segmentation, predictive analytics, and translating insights into business actions.

• Experience managing end-to-end campaign planning, execution, and performance optimisation.

• Excellent strategic thinking, communication, and presentation skills, with the ability to provide recommendations to senior leadership and mentor junior team members.