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Since our launch in Jamaica in 2001, Digicel has expanded rapidly and now spans 32 markets in the Caribbean, Central America and Asia Pacific. In recent years we have evolved into a Total Communications and Entertainment provider by broadening our products and services to include Cable TV and Broadband, Digital Advertising and Business Solutions. We are proud to serve our valued customers across a number of different platforms at home, at work and on the go. Employing over 6,500 people we have invested more than US$5 billion in our business worldwide to bring leading edge technologies and services to the countries in which we operate.
We take great pride in creating an EXTRAORDINARY work environment in which our people can excel. Digicel brings together smart, dedicated and energetic people from all walks of life. With 92 different nationalities represented, we are a truly global organisation.
Whether working within our technology, commercial or operational areas Digicel life is always engaging, dynamic, and above all rewarding. Our people are always looking to challenge the status quo and understand how we can be better for the good of our customers and our communities. Sound good?
Responsible for formulating and implementing a customer value management strategy that will achieve the objectives of: churn control, share of wallet and market share retention for our high valued customers. The role is responsible for reporting with deep analysis on the customer base to unlock commercial insights to develop loyal programs and campaigns to stimulate incremental ARPUs, churn reduction and enhance customer longevity resulting in improved profitability.
Main Duties and Responsibilities:
Develop Customer Value Management Strategy for high value customers, to include:
Customer Retention
Loyal Program
Campaign Management, including outbound telesales upsell
SAC Strategy
Customer Experience Framework
Monitor and track Customer Satisfaction via NPS surveys
Use analytics to build predictive & propensity models for better decision making pertaining to key aspects such as Churn, acquisition, etc. leading to better customer lifecycle management resulting into revenue saving enhancement
Generate customer insights based on regular data analysis and identify new revenue opportunities, managing reporting & analytics for the HVC unit of the business.
Identify new tools / modifications to existing tools to support new requirements by interacting with various cross functional teams, external vendors to build on existing capabilities. Plug into Group's Big Data project to develop social network analysis and other touch points to improve customer propositions and experience.
Performance management, analyze campaigns and initiatives using appropriate metrics and control groups to measure effectiveness
Build solid relationships with key internal stakeholders: MIS, Customer Care, Business Analytics, Product Development and Group Commercial teams
Assist in the development of business cases, pricing models and financial evaluations for special HVC initiatives/programs.
Provide recommendations on continuous improvement to drive HVC long term roadmap
Academic qualifications and experience required for job:
Minimum of a First (1st) degree in Business, Finance, Marketing or Actuarial Science (or equivalent professional qualification). MBA or second degree a plus.
3-5 years Commercial experience for a telecom provider
Demonstrate strong analytical skills and attention to detail
Thorough understanding of customer segmentation and management techniques, including loyalty programs
Must have passion for quantitative analysis and quantitative decision making
Ability to interface & influence key areas of the business and take full ownership and responsibility for key product area.
Sound Knowledge of budget and business case preparation and financial analysis
Must have strong leadership skills and have demonstrated the ability to motivate sales and support channels to over achieve.
Must be a strong project manager, able to manage several competing priorities and handle the entire execution of assigned projects. Ability to break down complex problems into manageable goals
Requires good verbal, written and interpersonal communication skills.
Advanced Excel experience required
Highly analytical and results oriented.
Demonstrates strong leadership skills and must be self managed, able to drive others, and be a positive influence.
Exceptional written and verbal communication skills.
Must maintain proper documentation and pay attention to the details.
Customer focused.
Flexible and resilient and also able to handle constant change.
Handles challenges well, and is able to work in a high pressure environment with tight deadlines.
Possess strong creativity, energy, and intelligence.
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CVM Manager
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