CVM Loyalty & Retention Manager

DU

Key Accountabilities:

• Churn Management & Reduction
  
  • Monitor and analyze customer churn metrics; identify drivers of churn (e.g. service issues, pricing, competition).
  • Develop, implement and measure initiatives/campaigns aimed at reducing churn across segments (mobile and home wireless.).
  • Create predictive models or scorecards to highlight customers at risk of leaving and implement proactive retention strategies.
• Loyalty Program Strategy & Execution
  
  • Design, launch and manage loyalty programs and rewards schemes that increase customer engagement, satisfaction and lifetime value.
  • Conduct competitive benchmarking to ensure loyalty offerings are compelling and differentiating.
  • Ensure loyalty initiatives are integrated into overall marketing, product, customer service & digital channels.
• Customer Segmentation & Personalization
  
  • Segment the customer base (usage patterns, tenure, value, behavior) to tailor retention and loyalty offers.
  • Develop personalized communication/treatment strategies to engage different segments (e.g. high-value, inactive, at-risk).
  • Work with CRM / data teams to ensure customer touchpoints are relevant, timely and consistent.
• Campaign & Offer Management
  
  • Lead the planning, execution, and optimization of retention & loyalty campaigns (via SMS, email, app notifications, direct contact, etc.).
  • Manage offers and promotions: define value propositions, pricing, bundling, incentives to retain customers.
  • Test & learn approach: run pilots, A/B tests; track effectiveness, iterate and scale what works.
• Customer Experience & Feedback Loop
  
  • Gather and analyze customer feedback related to retention and loyalty (surveys, NPS, complaints).
  • Identify friction points in the customer journey that contribute to churn and work cross-functionally to resolve them.
  • Drive improvements in customer satisfaction, service reliability, and support channels that reinforce loyalty.
• Performance Monitoring, Reporting & Insights
  
  • Define and track key KPIs (churn rate, retention rate, lifetime value (CLV), loyalty program participation, NPS, ARPU, etc.).
  • Build dashboards and regular reports for senior management showing trends, insights, ROI of loyalty/retention initiatives.
  • Use data to inform strategy, prioritization, resource allocation.
• Stakeholder Management & Cross-functional Collaboration
  
  • Work with Marketing, Product, Finance, Customer Service / Care, Digital & Operations teams to align on retention & loyalty objectives.
  • Collaborate with partner vendors/agencies (loyalty program vendors, analytics providers) where relevant.
  • Ensure offers, communication and operations are coordinated across channels.
• Budget & Resource Management
  
  • Own the budget for loyalty/retention programs, ensuring spend vs return.
  • Manage internal team(s) or external vendors involved in executing loyalty/retention work.
  • Forecast revenue impact, costs associated with campaigns or loyalty benefits.
• Innovation & Best Practices
  
  • Keep up with industry trends, competitive landscape, and customer expectations in loyalty and retention (e.g., new digital tools, rewards models).
  • Propose and pilot new initiatives or technologies to enhance retention & loyalty (gamification, mobile app features, partnerships).
  • Continuously benchmark Virgin Mobile against competitors to ensure loyalty & retention practices are cutting edge.

Qualifications, experience, skills and competencies:

Qualifications:

• Bachelor's degree or equivalent in telecom marketing/Sales/related field

Experience:

• Minimum of 3 years of relevant work experience with at least 5 years of Telecommunications or eCommerce industry experience

Skills:

• Excellent knowledge of Telecom or eCommerce
• String knowledge with CVM and campaign management systems
• An eye for detailing & customer-oriented
• High personal integrity and professional behavior standards
• Strong objective driven
• Understanding of Data processing, database technologies
• Fundamental knowledge of KPI's related to the field (definitions, links, impacts)
• Knowledge of Analytics
• Execution of Multi-channel Campaigns
• Campaign ROI measurements

Competencies

Please provide the level of competency as per the grade: Level 1 for Band 6, Level 2 for Band 5, level 3 for Band 4, level 4 for Band 3.

• Think strategically (Level 3 of 5)
• Achieve tangible results (Level 3 of 5)
• Lead breakthrough change (Level 3 of 5)
• Exceed customer expectations (Level 3 of 5)
• Nurture, Inspire and Motivate (Level 3 of 5)
• Target win-win outcomes (Level 3 of 5)