CVM Manager, Retention

Circles.Life

We are looking for a commercially sharp, data-driven Customer Value Management (CVM) Manager, Retention to drive lifecycle revenue growth, base monetization, and churn mitigation for our new digital telco brand in the MENA region. This role focuses on maximizing customer lifetime value through targeted engagement strategies, personalized offers, and rigorous campaign performance management across digital channels.

The ideal candidate combines deep telco lifecycle experience with strong analytics, automation familiarity, and a proactive ownership mindset to deliver measurable base uplift and retention improvements.

What you ll be responsible for:

• Customer lifecycle management: Own the end-to-end strategy and execution of retention and upsell programs across the customer lifecycle, such as onboarding, growth, renewal, and reactivation

• Revenue uplift programs: Develop and implement ARPU-enhancement initiatives, from intelligent packaging, personalized offer orchestration to contextual upsell logic

• Campaign strategy & execution: Design, launch, and optimize high-frequency below-the-line (BTL) CVM campaigns via CRM, SMS, push notifications, and in-app messaging

• Segment optimization: Develop robust behavioral, value-based, and usage-based segmentation frameworks to power precision targeting to support in crafting tailored propositions based on usage patterns, tenure, recharge behavior, and churn risk signals

• Churn management and mitigation: Proactively identify at-risk segments using churn prediction models and develop pre-emptive interventions; manage win-back strategies for dormant and lapsed users, ensuring channel and message effectiveness

• Performance monitoring & insights: Track and report on CVM campaign KPIs including incremental revenue uplift, churn reduction and reactivation rates; deliver daily, weekly and monthly insights and actionable recommendations to senior leadership based on base performance

• Cross-functional stakeholder alignment: Partner with Data, Tech, and Product teams to implement automation and decisioning logic across lifecycle journeys