مدير إدارة القيمة العملاء (CVM)

Job description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Role Purpose

The CVM Manager is a strategic commercial product owner responsible for defining, building, and optimizing the core digital platforms and enablers that drive automated, real-time, and personalized Customer Value Management strategies. The purpose is to build a scalable, AI-driven CVM platforms/enablers that maximize Customer Lifetime Value (CLV) and ARPU with speed, precision, and efficiency across all digital and assisted channels.

Lead a team to deliver across Commercial Strategy and Customer Value Management (CVM) responsibilities. Set the Strategy and oversee the daily operation and commercial KPIs while owning relationship with stakeholders both internally to the CBU (Segment team, Insights team, Digital, etc.) and externally (such as Decision Support, Customer Care and Technology). Ensure team activities are running efficiently and effectively and thoroughly while making Commercial sense for Vodafone Egypt's strategic objectives and profitability.

Key Responsibilities

BTL management & Targeting optimization:

• Effectively communicate all marketing messages to the base whilst ensuring the most efficient and relevant communication to the customer (i.e. defining cohorts of customers to target in marketing messages and designing communication with these customers).

• Discover relevant aspects of consumer behavior and implement base management strategies through design & execution of all one-to-one personalized offers and subsequent campaigns across multiple channels to deliver the best commercial return.

• Effectively manage contact strategy per targeted customer to increase channel engagement and maintain superior customer experience.

• . Growth & Lifecycle management:

  
  
  • Create a customer lifecycle roadmap to ensure that the maximum value is derived from customers, from acquisition through to retention.
  • Deliver the P&L targets for CVM, as defined in the fiscal year budget.
  • Develop New initiatives/tactics to ensure revenues growth and base Activity
  • Support all ATL Moves with CVM tactics to ensure competitive advantage

  3. CVM Platform Strategy & Roadmap (Product Ownership)

  
  
  • Define the CVM platforms Roadmap: Act as the product owner for key growth/CVM platforms (e.g., Mobile products, fixed and financial services propositions). Define the 3-5 year strategy for CVM platforms evolution.
  • Capability Scoping & Business Requirements: Translate commercial CVM & growth strategies needed for scaling CVM propositions adoption into clear, documented technical requirements, user stories, and acceptance criteria for IT and vendor teams.

  4. CVM Enabler Implementation & Governance

  
  
  • Real-Time Engagement: Lead the implementation and optimization of real-time CVM enablers to ensure offers can be triggered instantly based on customer actions (e.g., recharge, app login, data depletion).
  • Omnichannel Integration: Ensure seamless integration of all communication channels (My Vodafone App, Website, SMS, Push Notifications, Contact Center/IVR) into a unified CVM platform for consistent cross-channel customer journeys.
  • Data & AI Integration: Collaborate with Data Science and BI teams to integrate Machine Learning (ML) models (e.g., Churn Prediction, Next Best Action) directly into the decisioning engine, transforming insights into automated action.
  • System Performance & Uptime: Oversee the operational stability, performance, and scalability of CVM platforms, ensuring high availability to support millions of daily customer interactions

Core Competencies

• Commercially driven, able to rationalise strategies into deliverable, operational business plans
• Strong ability to lead the full product lifecycle from discovery and development to deployment and optimization.
• Deep MarTech Knowledge: Familiarity with the ecosystem of Marketing Automation, Real-Time Decisioning, and Customer Data Platforms.

• Strategic & Commercial Acumen: Ability to link technical platform requirements directly to business value (ARPU, CLV) and commercial priorities.
• Stakeholder Management: Exceptional skill in managing complex relationships with both technical teams (IT, Architecture) and commercial/business teams (Marketing, CVM).

• Excellent Analytical Skills
• Excellent problem solving skills with demonstrable ability to manage ambiguity and simplify complex situations
• Strong communication and influencing skills, able to build cross functional partnerships (Stakeholder management within CBU team and broader organization)
• Comfortable working in a supercharged environment, taking initiative and managing multiple projects at once

Must have technical / professional qualifications:

B.Sc of business admiration/Economics/Engineering

• Minimum 6+ years of experience in Telecommunications, Digital Transformation, or a similar high-volume, data-driven industry.
• At least 3+ years of experience in a Product Management, Growth ,MarTech, or Digital Capabilities role focusing on building/implementing large-scale marketing platforms.

• Excellent Knowledge of telecom industry.
• MBA is a plus

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.