CVM Specialist: High Value

About the role

The CVM Specialist for High Value and VIP segments will own end‑to‑end customer value management, protecting and growing customer lifetime value while improving engagement across all channels.

Key responsibilities

• Develop and drive strategies to grow and retain High Value and VIP customers, increasing product penetration and ARPU.
• Track daily, weekly and monthly movements into and out of the segments, managing upgrades, downgrades and value leakage.
• Design upgrade journeys for near‑high‑value customers and downgrade‑prevention journeys for at‑risk VIPs.
• Define eligibility and guardrails for migration offers to ensure profitability and long‑term value.
• Lead churn reduction initiatives using churn scores, behavioral rules, complaints and competitor signals.
• Create differentiated save offers and care actions based on customer lifetime value and risk level.
• Drive upsell, cross‑sell and bundle migration journeys across voice, data, digital services, mobile money and loyalty programs.
• Develop next‑best‑action and next‑best‑offer use cases aligned to customer needs and lifecycle stage.

Required profile

• Proven experience in customer value management, churn prevention or loyalty program management, preferably in telecom.
• Strong analytical mindset with ability to translate segment insights into commercial actions.
• Experience designing personalized lifecycle journeys across multiple channels.
• Ability to monitor performance metrics and feed learnings back into strategy.
• Excellent stakeholder collaboration skills to align product, marketing and care teams.

Required skills