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, including metrics and KPIs
• Analyse customer behaviour data to identify retention and churn patterns and recommend actions to management
• Design and adjust retention campaigns and run them through defined customer touch points
• Own the execution and reporting of churn and retention plans and initiatives
• Identify opportunities to increase ARPU across segments
• Carry out root-cause and business process improvement analysis on customer complaints
• Perform business analysis for population targeting and segmentation, and create test plans with control groups
• Provide ad hoc analysis and data mining as needed
• Create and implement customer engagement and retention programs to strengthen brand loyalty
• Keep up to date with the department's technical data, literature and tools, products and services

Required profile

• Degree in business, commerce, marketing or a related field, or equivalent commercial experience
• Proven experience in customer retention or base management, preferably in mobile telecommunications
• Comfortable working under pressure, with tight deadlines and in a fast-changing environment
• Able to work out of hours and to work independently and in a team

Required skills

• SQL, SAS or Python
• Experience with a campaign tool such as Evolution/Lumata, Siebel/Selligent/SAP Hybris or SAS Campaign Optimization
• Advanced MS Excel, PowerPoint and Word
• Numeracy and comfort with data sets and financial figures