The VP, Head of Customer Value Management - Planning at ATOM will oversee the design and execution of strategies aimed at enhancing customer engagement, satisfaction, and loyalty. This role is crucial in driving customer-centric initiatives, including segmentation, lifecycle management, and personalized marketing. The successful candidate will have a strong background in customer analytics and experience in leveraging data to create meaningful customer experiences.

Customer Segmentation:

• Develop and refine customer segmentation strategies to better understand and target based on various customer groups like demographics, usage patterns, churn risk, etc
• Identify high-value customer segments and analyze their behavior to understand their needs and channel preferences.
• Develop customer lifecycle management strategies tailored to different segments.

Offer Development and Optimization:

• Collaborate with product teams to develop new products and services aligned with customer needs and preferences.
• Optimize existing product bundles and pricing strategies to maximize customer value and profitability.
• Conduct market research and competitive analysis to identify opportunities for product differentiation.

Campaign Planning and Execution:

• Develop and execute targeted marketing campaigns across multiple channels (SMS, USSD, app notifications, etc.) to retain, and upsell customers.
• Analyze campaign performance metrics and make data-driven adjustments to improve ROI.
• Collaborate with cross-functional teams to ensure seamless campaign execution.

Customer Lifetime Value (CLTV) Management:

• Develop and implement strategies to increase customer lifetime value.
• Analyze customer churn behavior and implement retention initiatives.
• Identify opportunities for cross-selling and upselling to enhance customer value.
• Implement comprehensive customer lifecycle management programs, focusing on customer acquisition, retention, and win-back strategies

Data Analysis and Reporting:

• Analyze customer data to identify trends, patterns, and insights.
• Develop and maintain key performance indicators (KPIs) to measure the effectiveness of CVM initiatives.
• Utilize advanced analytics to gain deep insights into customer behavior, preferences, and needs, driving informed decision-making

Personalized Marketing:

• Design and execute personalized marketing campaigns based on customer data insights, aimed at increasing customer lifetime value.

Customer Experience Optimization:

• Lead initiatives to continuously improve the customer experience, leveraging feedback and market trends to enhance service offerings.

Strategic Reporting:

• Provide detailed reporting and analysis of customer value metrics, presenting findings and recommendations to senior leadership.

• Bachelor’s degree in marketing, Business Administration, Data Analytics, or a related field; MBA preferred.
• Extensive experience in customer value management, customer segmentation, and data-driven marketing, ideally within the telecommunications industry.
• Strong analytical and problem-solving skills, with experience in using data analytics tools and platforms.
• Proven experience in developing and executing customer-focused strategies that drive business growth.
• Excellent interpersonal and communication skills, with the ability to influence and engage stakeholders at all levels.
• Leadership experience with a focus on fostering a customer-centric culture within the organization.