Customer Value Management (CVM) Campaign Analyst

Company description:

About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of apps spanning sports, news, local radio and podcasts and self-care, Digicel is the only operator in its markets that can deliver that.

Serving consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 5,000 employees worldwide work together to make that a powerful reality day in, day out.

Visit www.digicelgroup.com for more.

Job description:

Job Title: Customer Value Management (CVM) Campaign Analyst   

Primary objective of the job:

The Customer Value Management (CVM) Campaign Analyst is responsible for ensuring the effective efficient and result-oriented coordination of all Retention, Revenue Stimulation and Upsell/Keep/Cross-sell Framework related to the monitoring, analysis, evaluation and execution of agreed corrective measures mitigating in support of the organization’s vision.

Main Duties and Responsibilities:

•    Designs and develops retention and campaign management frameworks and associated metrics and key performance indicators (KPIs). Accurately forecasts retention and churn probabilities based on data and trends. 
•    Continuously and effectively analyzes customer behavior data to identify farming opportunities and makes recommendations to Management.
•    Conceptualizes, designs and coordinates the implementation of targeted customer loyalty programs and initiatives.
•    Formulates, designs and adjusts customer campaigns to be implemented via identified customer touch points.
•    Responsible for coordination, management, execution and reporting of agreed Framework of plans and associated initiatives.
•    Identifies customers’ expectations and requirements and their relative importance for productive and service improvement.
•    Perform business analysis for population targeting and segmentation.
•    Develop test plans for the overall campaign (control group).
•    Develop and implement a cross-functional CRM project in the company.
•    Test data loads, segmentations, triggered dialogs and reports through statistics software.
•    Provide other ad hoc analysis and data mining as needed.
•    Responsible for customer segmentation and profiling analysis for new products and solutions design and Development.
•    Develops, designs and implements customer engagement/retention programs to enhance brand loyalty and customer longevity.
•    Builds and maintains a customer’s needs at specific promotions to create and sustain opportunities for building lasting relationship with customers.
•    Proactively undertakes customer data mining to ensure effectiveness of CRM strategies and deployment of promotions to sustain brand affinity.
•    Proactively champions enhancement of decision support systems such as PowerBI in order to obtain complete, accurate and timely customers’ data.
•    Stays up to date on all technical data/literature and technology on tools, products and services offered by the Department.

Academic Qualifications and Experience Required:

•    BSc. in Engineering/Computer Science/Economics and /or MBA (top tier university/Top Business School)
•    Campaign or CVM Management will be an asset  
•    Experience performing similar role/duties, SQL
•    An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

•    Sound business acumen
•    Excellent negotiation skills
•    Highly effective leadership skills 
•    Be a persuasive and influential communicator.