Head of CVM (Customer Value Management)

Head of CVM

12 month FTC

As the Head of CVM you will drive the CVM organisation of one of Ireland largest Telco Company, guiding a team of 20+ in ensuring a virtuous value-driven management of the active customer base. You will define the vision and strategy together with the Director of Consumer and make sure that targets agreed are met through ad-hoc initiatives

This role is responsible for the definition, maintenance and enablement of end-to-end ownership of the post-paid, pre-paid and broadband consumer base business vision, strategy and outcomes via CVM Planning & execution across traditional and digital channels, GTM on key business agendas/ propositions for defined product types to drive deeper customer engagement on product and services through consumer insights, analytics based approach and favourably impact margin. You will drive a team of experienced experts across Campaign Operations, Loyalty, Impact Measurement, Scrum Master and Segment Squad Lead managing 2-3 agile cross-functional squads

What else it involves

• Set and manage the overall CVM strategy for Three customer base across all base segments (Prepay and Bill pay) and product (Voice, Broadband and Accessories)
• Closely collaborate with the Director of Consumer, providing visibility over main progresses, achievements, decisions to take, and roadblocks requiring escalation
• Ensure budgeted targets are met and initiatives launched generate expected impact
• Proficiently interact with remaining company functions and stakeholders (e.g., IT, Digital, Finance) to ensure CVM is supported with the right set of enablers
• Foster a collaborative and thriving environment where the team can successfully collaborate towards agreed objectives while working on their professional growth objectives
• Define base business strategy and objectives and develop business plan for optimal revenue extraction from base while driving retention initiatives through traditional as well as digital channels.
• Monitor the progress and financials of business outcomes, communicating portfolio-level impacts to maximise rapid delivery of business value
• Support and drive GTM on key business agendas/propositions and provide communication support of digital elements
• Fuel innovations for future growth
• Formulate CVM plan basis consumer insights / big data analytics and drive execution of the same to deliver key CVM objectives of driving customer engagement resulting in revenue growth and control in churn.

The skills we are looking for:

• Business acumen and data driven decision making
• Trusted and respected leader who can influence, direct, and coach teams in line with the business mission, vision and objectives
• Agile, entrepreneurial management style, ability to navigate in uncertainty and being adaptive.
• Excellent analytical, strategic conceptual thinking, relationship building and P&L management skills
• Deep understanding of telecom and associated consumer insights to enable desired business outcomes
• 10 years of industry experience in CVM in a subscription-based business
• Familiarity in leading cross-functional operative teams, designing customer journeys, and implementing multi-channel campaigns from end to end
• Very strong analytical mind-set, with previous relevant experience in data-driven decision making leveraging
• Advanced Analytics Models
• Strong problem solving, communication and mentoring skills

Project People is acting as an Employment Business in relation to this vacancy.