CVM & Retention Expert – Customer Value Management

About the role

The CVM & Retention Expert drives customer value management initiatives within a telecom environment, aiming to boost engagement, loyalty and revenue while reducing churn. Working closely with product, digital, sales and customer care teams, the role designs, executes and monitors targeted campaigns and personalized offers across the customer lifecycle.

Key responsibilities

• Develop and implement customer base management activities across all segments to increase revenue, improve retention and lower churn.
• Execute the CVM plan and support revenue targets for the existing customer base.
• Analyse customer data, usage patterns and behaviour to uncover value‑enhancement opportunities.
• Support segmentation activities for targeted upselling, cross‑selling and retention campaigns.
• Design, launch and monitor BTL campaigns across multiple, including digital, channels.
• Create and maintain dashboards to track campaign performance and effectiveness.
• Lead churn management actions, both proactive and reactive, and recommend retention measures.
• Collaborate with Customer Experience and Digital teams to improve the customer journey.
• Gather and analyse customer feedback to identify loyalty‑building opportunities.
• Assist sales, telesales and customer care teams with incentives, training and execution of CVM initiatives.

Required profile

• Bachelor’s degree in law, economics, engineering or business; Master’s preferred.
• 8–10 years of experience in telecom or a related industry, with a focus on customer value management, retention or lifecycle management.
• Proven track record of delivering customer retention campaigns, segmentation and personalized marketing.
• Experience working cross‑functionally to drive engagement and revenue growth.

Required skills