CVM Manager

About the role

The CVM Manager will lead Customer Value Management initiatives for Africell in Kinshasa, driving retention, revenue growth, and lifecycle optimization across voice and data services. This role partners with multiple functions to ensure KPI achievement and profitable customer segments.

Key responsibilities

• Set, evaluate, and meet base KPI targets through insight‑driven activities.
• Develop personalized offers to improve segment profitability and increase revenue contribution.
• Lead CVM projects, overseeing execution and results.
• Manage the full customer lifecycle to boost Lifetime Value and retain existing customers.
• Participate in annual revenue, Capex, and Opex budgeting and forecasting.
• Design and execute retention campaigns within the approved operating budget.
• Document and approve customer lifecycle stages, recommending adjustments as needed.
• Collaborate with Sales, Marketing, Product, Technology, Finance, Customer Care, Legal and other teams to deliver churn, retention, and usage KPIs.
• Maintain and update the CVM strategy and roadmap quarterly and annually.
• Oversee P&L for consumer marketing retention activities and ensure delivery of retained revenue targets.
• Monitor churn metrics and propose targeted marketing actions.
• Coordinate training for staff on retention programs.

Required profile

• Proven experience in customer retention, lifecycle management, and revenue planning within the telecom sector.
• Strong analytical mindset with ability to monitor usage, churn, and financial forecasts.
• Demonstrated capability to lead cross‑functional projects and manage budgets.
• Experience handling P&L responsibilities for marketing or retention initiatives.

Required skills

What we offer

• Opportunity to shape Africell’s customer value strategy in a fast‑growing market.
• Collaborative environment with exposure to multiple business functions.