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After 13 years of operation, Digicel Group Limited has over 13 million customers across its 32 markets in the Caribbean, Central America and Asia-Pacific. The company is renowned for delivering best value, best service and best network.
Digicel is the lead sponsor of Caribbean, Central American and Pacific sports teams, including the Special Olympics teams throughout these regions. Digicel sponsors the West Indies cricket team and is also the title sponsor of the Digicel Caribbean Cup. In the Pacific, Digicel is the proud sponsor of several national rugby teams and also sponsors the Vanuatu cricket team. Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Jamaica, Haiti and Papua New Guinea which focus on educational, cultural and social development programmes. Visit www.digicelgroup.com for more information.
Head Of Department of Customer Value Management Strategy
The HOD of Customer Value Manager will Build/Manage/Develop the entire CVM function (retention and loyalty, cross / upsell / deep-sell / service penetration), directly reporting to Director of Product and BI. This will be achieved through performing base management activities such as design, run, evaluate, close for all campaigns within agreed timeline, capacity, budget and quality standards via relevant channels. The expert must have a strong commercial acumen, while also being a top class CVM manager with strong track records in implementation of CVM function.
Main Duties and Responsibilities:
Build/Manage/Develop Intake of multi-channel customer treatment campaigns across Postpaid, Prepaid segments
Build/Manage/Develop CVM Operations performing activities such as design, run, evaluate, close for all campaigns within agreed timeline, capacity, budget and quality standards via relevant channels.
Build/Manage/Develop resources of internal and external parties (Call Centres/outbound/BTL and Vendors)
Build/Manage/Develop opportunities for cross-selling and / or up-selling to the existing customer base.
Build/Manage/Develop relationships and correct debriefs towards (external) parties on detailed implementation - Customer Management, distribution and fulfilment parties
Manage coordination and management of all deliverables of the internal and external parties including continuously monitoring project progress and quality
Build/Manage/Develop the set up proper activity forecasting (plan against target) across all channels on e.g. cost, run-rate, connections, inflow, outflow, workload per channel
Build/Manage/Develop implementation of adjustments if required including problem management
Build/Manage/Develop proper risk management and issue resolution process is in place
Build/Manage/Develop the coordination, implementation, execution, control and measurement of multi-channel base management lifecycle programme campaigns
Build/Manage/Develop the high impacting channels like call centres/outbound/BTL to ensure campaigns are executed with appropriate capacity, budget and quality
Build/Manage/Develop a proper segmentation to overachieve ARPU target through CVM initiatives
Innovation and pioneer in CVM process implementation "personalized offer", while leveraging our the full value of "Big data" platform
Skills & Qualifications
Msc in Engineering/ Computer Science/ Economic and/or MBA (top tier university)
Consulting Experience (Bain, McKinsey, BCG, Dunnhumby..) is an advantage
Strong GMAT score for MBA graduate applicants
Project Management Training (PMP i.e.) is an advantage
Experience in a similar role is compulsory
Ability to manage in a fast paced environment (FCMG, Telecom..)
Proven planning skills, attention to detail and excellent project management skills
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Head of Customer Value Management Strategy
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