Manager of CVM and Retention

Shaping customer life-cycle strategies that lift customer value, deepen loyalty and cut churn is the brief of the Manager of CVM and Retention vacancy at Zain Bahrain in Manama, listed as ZAIN2395 – Manager – CVM and Retention in the Commercial division. It is a team-leading post: the manager mentors the CVM team and works across the Products and Services, Sales, Technology, Digital and Customer Care teams.

About the manager of CVM and retention job in Manama

The role is built on analysis of customer data and behavior, which feeds targeted retention strategies, tailored offers and engagement initiatives aimed at revenue and profitability. Results of the retention campaigns are monitored continuously, and finding new ways to raise customer satisfaction is part of the brief.

Responsibilities

• Analyzes customer data, behavior and feedback to find opportunities to raise CLV and to pinpoint pain points, and refines customer segments to fit retention, upsell and cross-sell strategies
• Monitors churn trends, gives proactive insights, and establishes and leads churn management, both proactive and reactive
• Designs and runs retention programs, loyalty initiatives and personalized communication for each segment, plus upsell and cross-sell strategies that grow ARPU and base revenue
• Leads BTL campaigns across channels including digital, from design through execution and monitoring, and keeps CVM campaigns in step with wider marketing launches and go-to-market plans
• Builds and maintains dashboards for CVM campaign performance and ROI, and defines KPIs for retention effectiveness, campaign ROI and revenue impact
• Works with Customer Experience, Digital, Sales and Customer Care teams on customer journeys and on retention plans whose ownership is clearly assigned, and backs the sales channels with training, incentives and push activities so the CVM plan gets delivered
• Presents Senior Management with regular reports, insights and recommendations
• Mentors and guides CVM team members, adopts new tools and analytics along with best practices, and takes on projects that Senior Management hands over

Requirements

• A BSc in a relevant field such as Data Analytics, Marketing or Business Administration
• A proven record of designing and delivering retention programs, personalized campaigns and customer life-cycle strategies
• Experience running cross-functional projects and steering teams toward revenue goals or lower churn
• Strong analytical skills, including turning data into insights that become workable strategies
• Skilled with campaign management tools and BI/Analytics platforms
• Excellent skills in communication, presentation and reporting
• Problem solving and decision making with a data-driven, customer-centric mindset

Preferred qualifications

• A master’s degree, or professional credentials in CVM or Data Analytics

About Zain

Zain says it pioneered mobile telecom across the Middle East, starting in Kuwait in 1983 as the region’s first mobile operator, and it has followed an expansion strategy since 2003.

How to apply

The application takes a resume or CV alone: candidates apply using the button below on the Zain careers site.