Customer Service Manager

The Customer Value Manager (CVM) is a pivotal figure in maximizing prepaid customer lifecycle value for Smart Communications. This role demands a data-savvy individual adept at leveraging analytics to drive business strategies, increase customer retention, reduce churn, and enhance profitability. A collaborator and strategist, the CVM is instrumental in developing prepaid product initiatives grounded in solid market intelligence and competitive insight.

KEY RESPONSIBILITIES:

• Data-Driven Decision-Making:
• Utilize advanced analytics to influence strategic business decisions and manage the prepaid customer lifecycle.
• Develop high-value prepaid use cases and champion the integration of innovative tools such as Process Automation, Task Mining, and Machine Learning.
• Contribute to the creation and execution of prepaid product strategies by analyzing market trends, competitor actions, and internal performance metrics.
• Offer strategic advisory throughout the customer value management journey, providing action recommendations and guidance on organizational design and implementation.
• Project Management and Business Alignment:
• Shape and define project scopes that align with business strategies, ensuring continuous traceability of requirements.
• Bring a deep understanding of Big Data and Process Mining, coupled with expertise in mobile app and online marketing strategies.
• Profitability and Loyalty Enhancement:
• Drive segment profitability by crafting personalized customer offers and developing initiatives to boost revenue and Net Promoter Score (NPS).

OPERATIONAL FUNCTIONS:

• Collaborate with the Head of CVM to design and implement the Prepaid Consumer Retention strategy, overseeing campaign design, prioritization, and value realization.
• Regularly evaluate the retention strategy, adapting plans to meet evolving business needs and market dynamics.
• Marketing Management:
• Manage consumer marketing retention activities, meeting or exceeding annual revenue targets from retention initiatives.
• Oversee retention activities focused on reducing churn, elevating customer Lifetime Value, and refining the Life Cycle Management process.
• Analytical Oversight:
• Conduct thorough churn analyses across product groups and customer segments, proposing targeted marketing responses.
• Coordinate cross-departmental efforts to ensure seamless roadmap execution and maintain updated retention program training for relevant teams.
• Budget and Process Management:
• Assist in budget planning for retention activities, tracking expenditures, and ensuring financial efficiency.
• Document, update, and streamline Customer Retention Processes.
• Communication and Collaboration:
• Define strategic customer segments for targeted offerings and ensure campaign requirements are communicated effectively for execution.
• Participate in cross-functional marketing meetings to synchronize efforts and share insights.

Professional Development:

• Commit to continuous learning and staying informed of industry advancements to maintain and enhance expertise.

Additional Responsibilities:

• Perform other related duties as assigned by supervisors.

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development, Product Management, Marketing

Senior Operations Lead - Customer Service

Customer Lifecycle and Campaigns Enablement Head