Customer Value Management (CVM) Executive

About the role

Digicel Antigua & Barbuda is looking for a Customer Value Management (CVM) Executive to join its team in a fast-paced, dynamic and innovative environment. The role leads the store in delivering sales targets through effective sales, cost control and customer service, personally and by guiding and coaching the sales executives in the store.

Key responsibilities

• Design and set up retention and campaign management frameworks, metrics and KPIs, and analyse customer behaviour data to identify retention and churn patterns and recommend actions to management.
• Formulate, design and adjust customer retention campaigns across identified touch points, and report on churn and retention plans and initiatives.
• Identify opportunities to increase ARPU across segments, and carry out root-cause and business process improvement analysis on customer complaints.
• Perform business analysis for population targeting and segmentation, create test plans with control groups, and provide ad hoc analysis and data mining.
• Create and run customer engagement and retention programmes, and proactively mine customer data to support CRM strategies and promotions.
• Keep up to date with technical data and product information, and perform other duties assigned by the department director or commercial manager.

Required profile

• Degree in business, commerce, marketing or a related field, with proven commercial experience or equivalent working experience.
• Proven experience in customer retention or base management, preferably in a mobile telecommunications environment.
• Comfortable with data sets and financial numbers, and able to work under pressure with tight deadlines.
• Able to work out of hours and in a team, with initiative and a willingness to learn.

Required skills

• SQL or SAS, Python, and a campaigning tool such as Evolution/Lumata, Siebel/Selligent/SAP Hybris or SAS Campaign Optimization.
• High-level expertise in MS Excel, PowerPoint and Word.
• Understanding of the telco market and customer behaviour, with good communication at all management levels.