Position Overview & Specifications
Description
The CVM (Customer Value Management) Commercial Lead is responsible for helping to shape and implement the base growth and retention strategy for their area, ensuring all customer interactions are relevant and build a broad and deep relationship with our customers.Typically reports to the Chapter Lead.
Job Responsibility
- Assists in the development of a compelling and inspiring vision, strategy and ambition including experience, commercial and operational dimensions;
- Builds data driven, one to one, personalised customer campaigns that maximise customer value and experience;
- Develops a detailed understanding of the economics of the product/service/channel and uses this to drive commercial improvement;
- Responsible for a clear lifecycle management approach, with appropriate campaign execution touchpoints and triggers;
- Drives the KPIs and leads on transformative programmes, for example, Inflow, Base, Retention and Outflow (IBRO);
- value management, loyalty/retention programmes, AI marketing programmes and digital customer journeys;
- Identifies areas of opportunity on customer experience and operational efficiency and recommends actions to drive performance and improvement;
- Champions best practice throughout the Squad/Team with focus on customer and brand experience.
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.