Head of Customer Value Management

About the role

The Head of Customer Value Management will own the end‑to‑end strategy for both prepaid and postpaid customer bases, driving margin, retention and satisfaction across traditional and digital channels. You will work closely with senior leaders to translate consumer insights into measurable business outcomes.

Key responsibilities

• Define and lead the CVM strategy for all customer segments and product lines.
• Collaborate with CMO, Product & Pricing, Customer Service, Brand, Digital Marketing and other functions to ensure alignment and visibility of progress.
• Deliver measurable impacts on churn reduction, ARPU uplift and customer acquisition.
• Support go‑to‑market initiatives for new digital propositions and marketing technology programs.
• Monitor business outcomes, report on portfolio‑level value and adjust tactics accordingly.
• Champion adoption of advanced analytics platforms, CRM systems and marketing automation tools.
• Mentor and develop the CVM team, fostering a culture of continuous improvement.
• Tailor engagement strategies for global markets while ensuring scalability.

Required profile

• Minimum 10 years of CVM experience in a subscription‑based, preferably telecom, environment.
• Strong business acumen with a data‑driven decision‑making approach.
• Proven leadership ability to influence multicultural, cross‑functional teams.
• Agile, entrepreneurial mindset capable of navigating uncertainty.
• Deep understanding of telecom industry dynamics and consumer insights.

Required skills

• Advanced analytics platforms
• CRM systems
• Marketing automation tools