Assistant Manager / Manager Customer Value Management

COMPANY: Leading Multinational Telecommunication PartnerPOSITION: Assistant Manager / Manager Customer Value ManagementLOCATION: Colombo, Sri LankaSALARY : Gross Rs 300K - Rs 400K (Based on the level)OVERVIEW:Our client is a leading multinational telecommunication partner and this role is accountable for designing and executing strategies across the customer life cycle to increase customer value, retention, and satisfaction. The position requires a strong blend of strategic thinking, data-driven decision-making, and cross-functional collaboration to optimize customer engagement and revenue growth.KEY RESPONSIBILITIES:1. Customer Life Cycle ManagementCreate and roll out strategies that enhance customer lifetime value through tailored upselling and cross-selling initiatives.Develop customer segmentation models to support targeted approaches for acquisition, onboarding, retention, and growth.Study customer trends and behavior to proactively identify opportunities for personalized engagement.2. Base ManagementLead initiatives to strengthen customer loyalty, improve satisfaction, and maximize revenue.Align pricing strategies, product offerings, and promotional activities with customer needs and competitive dynamics.3. Customer ExperiencePartner with the CX team to identify service gaps and introduce improvements across the customer journey.Ensure customer issues and inquiries are handled effectively by coordinating with service teams.Establish and monitor customer feedback mechanisms to drive continuous enhancement of service quality.4. Data & InsightsUse advanced analytics to monitor KPIs, evaluate customer behavior, and measure the success of base management programs.Deliver periodic reports and dashboards with insights, trends, and recommendations for leadership teams.Conduct ad-hoc analysis to support strategic decisions and uncover new opportunities for business growth.5. Collaboration & Stakeholder ManagementWork with marketing, product, commercial, and finance teams to ensure life cycle and base management strategies support overall business objectives.Engage with internal and external stakeholders to understand customer needs and market developments.Stay informed on industry changes, competitor activities, and regulatory updates to adapt strategies proactively.6. Campaign Planning & ExecutionPartner with marketing teams to design and implement campaigns aligned with customer value management goals.Utilize segmentation, market intelligence, and analytics to define target audiences and optimize campaign effectiveness.Establish clear KPIs and metrics to evaluate campaign success.Manage campaign execution, including planning timelines, budgeting, and resource allocation.7. Cross-Team CollaborationEnsure campaigns clearly communicate product strengths and value propositions in partnership with product and CVM teams.Work closely with analytics teams to enable data-driven campaign optimization.Coordinate with external agencies and partners to deliver integrated campaigns.8. Financial & Budget OversightPartner with finance teams to prepare and manage detailed budgets, ensuring optimal use of resources.Track and deliver on key financial outcomes including gross revenue, ARPU, product mix, VAS adoption, and profitability metrics.PRE - REQUISITES:Bachelor’s degree in Business Administration, Marketing, Economics, Electronics, or related field; a Master’s degree is an advantage.6–7 years’ experience in customer life cycle management, base management, product management, or a related role, ideally within telecommunications industry.Demonstrated ability to apply data and analytics in shaping customer strategies.Strong stakeholder management, collaboration, and communication skills.Proven track record in delivering revenue and customer growth outcomes.