Head of Customer Value Management

Role overview

This position carries full accountability for managing the prepaid and postpaid customer base end to end. The role focuses on building and delivering the business vision and strategy across both traditional and digital channels, while using customer insights and advanced analytics to improve margin, retention, and satisfaction.

Key responsibilities

• Set the direction for the customer value management approach across all customer groups, including prepay and postpay, as well as across products.
• Work in close coordination with the CMO, Head of Products & Pricing, Customer Service Director, Brand & Communications, and Digital Marketing teams, keeping them informed on progress, results, decisions, and escalation points.
• Make sure customer value management initiatives achieve approved goals and materially improve churn, ARPU, and customer acquisition outcomes.
• Partner with Customer Service, Brand & Communications, Digital Marketing, Legal, and Finance so the function has the required support, approvals, and enablers.
• Bring strategic guidance, industry best practices, and improvement recommendations to marketing teams across markets, while working with country leaders to strengthen revenue extraction and retention.
• Build and implement the base business strategy and related objectives through both offline and digital channels to deepen customer engagement and loyalty.
• Track business performance and share results, ensuring the work contributes to portfolio-wide value creation.
• Back go-to-market execution for major business programs and digital offerings.
• Lead innovation efforts and help advance marketing technology initiatives that support future growth.
• Own key KPIs such as churn, ARPU uplift, customer lifetime value, and customer satisfaction.
• Encourage the use of modern tools and platforms, including advanced analytics, CRM, and marketing automation, to strengthen data-led decisions.
• Develop the CVM team by coaching, mentoring, and promoting a culture of continuous improvement.
• Collaborate with global teams to adapt customer engagement approaches for different markets while keeping them scalable and locally relevant.

Required background and skills

• Strong commercial judgment with a clear preference for evidence-based decision-making.
• Ability to earn trust, influence others, and coach multicultural teams in line with organizational goals.
• Comfort operating in a fast-changing, entrepreneurial environment and handling ambiguity well.
• Deep knowledge of marketing technology, digital marketing, and multi-channel campaign execution.
• Strong analytical and strategic thinking capabilities, together with demonstrated P&L management experience.
• Solid understanding of telecom market dynamics and consumer behavior.
• Minimum 10 years of experience in customer value management within a subscription-based business model.
• Proven success leading cross-functional teams, mapping customer journeys, and managing campaigns from concept to completion.
• Advanced analytical capability, including experience using models and insights to guide decisions.
• Excellent problem-solving, communication, and leadership abilities.

Additional information

The role is focused on delivering measurable commercial impact across retention, value growth, and customer satisfaction by combining strategy, analytics, and cross-functional execution.