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Manager - Customer Value Management

Date: 20-Dec-2020

Location: KW

Company: Alghanim Industries

Job Summary

The CVM Manager will be responsible for the management of customer value from acquisition to retention stage; mono-BU & cross-BU campaign development, coordination of campaign communications and channel operations.

Job Responsibilities

CVM action development

  • Work alongside Head of Loyalty Programs, CDP Team and stakeholders at BUs to set the long term vision and strategy for customer value management
  • Develop customer segment strategies and differentiated treatment plans for customers to support CVM objectives
  • Assist in product/customer proposition development and enhancement to meet customer needs and grow quality revenue based on customer and business unit strategies
  • Build strong working relationships with multiple business users and vendors to develop CVM strategies
  • Develop understanding of customer value economics, drivers of growth and customer churn
  • Develop and maintain customer contact policy
  • Develop strategy and framework for all campaign communications including acquisition, welcome, on-boarding, cross/up sell and retention

CVM action execution

  • Manage end-to-end campaigns execution, including: planning, concept development, test & control setup, target list development, execution, reporting and optimization. Track, analyze and scorecard all email performance 
  • Conduct experimental design; drive insights from previous actions and improve CVM performance
  • Monitor operating efficiency of existing CVM application systems and provide proactive, preventive and corrective action
  • Identify and implement CVM technology and tools to drive customer value, staying current with best practices

Candidate Requirements

Bachelor’s degree preferably in Business, Marketing, Computer Science, Engineering
8+ years customer value management experience
Strong analytical capability and understanding of success metrics
Strong experience in customer value management, CRM/ customer experience management strategy and execution
Proven experience to interpret data from various sources and suggest creative marketing solutions 
Strong project management skills in developing and implementing initiatives and possess the ability to solve problems promptly and effectively
Preferred knowledge of Kuwait consumer segment characteristics, preferences and behavior

Education