Head of CVM
12 month FTC
As the Head of CVM, you will drive the CVM organisation of one of Ireland's largest Telco Companies, guiding a team of 20+ in ensuring a virtuous value-driven management of the active customer base. You will define the vision and strategy together with the Director of Consumer and ensure that targets agreed are met through ad-hoc initiatives.
This role is responsible for the definition, maintenance, and enablement of end-to-end ownership of the post-paid, pre-paid, and broadband consumer base business vision, strategy, and outcomes via CVM Planning & execution across traditional and digital channels. You will drive a team of experienced experts across Campaign Operations, Loyalty, Impact Measurement, Scrum Master, and Segment Squad Lead, managing 2-3 agile cross-functional squads.
What else it involves:
1. Set and manage the overall CVM strategy for Three customer base across all base segments (Prepay and Bill pay) and products (Voice, Broadband, and Accessories).
2. Closely collaborate with the Director of Consumer, providing visibility over main progresses, achievements, decisions to take, and roadblocks requiring escalation.
3. Ensure budgeted targets are met and initiatives launched generate expected impact.
4. Proficiently interact with remaining company functions and stakeholders (e.g., IT, Digital, Finance) to ensure CVM is supported with the right set of enablers.
5. Foster a collaborative and thriving environment where the team can successfully collaborate towards agreed objectives while working on their professional growth objectives.
6. Define base business strategy and objectives and develop a business plan for optimal revenue extraction from the base while driving retention initiatives through traditional as well as digital channels.
7. Monitor the progress and financials of business outcomes, communicating portfolio-level impacts to maximize rapid delivery of business value.
8. Support and drive GTM on key business agendas/propositions and provide communication support of digital elements.
9. Fuel innovations for future growth.
10. Formulate CVM plan based on consumer insights/big data analytics and drive execution of the same to deliver key CVM objectives of driving customer engagement resulting in revenue growth and control in churn.
The skills we are looking for:
1. Business acumen and data-driven decision making.
2. Trusted and respected leader who can influence, direct, and coach teams in line with the business mission, vision, and objectives.
3. Agile, entrepreneurial management style, ability to navigate in uncertainty and be adaptive.
4. Excellent analytical, strategic conceptual thinking, relationship building, and P&L management skills.
5. Deep understanding of telecom and associated consumer insights to enable desired business outcomes.
6. 10 years of industry experience in CVM in a subscription-based business.
7. Familiarity in leading cross-functional operative teams, designing customer journeys, and implementing multi-channel campaigns from end to end.
8. Very strong analytical mindset, with previous relevant experience in data-driven decision making leveraging Advanced Analytics Models.
9. Strong problem-solving, communication, and mentoring skills.
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