Head of Customer Value Management (m/f)

Duties

• Deliver the Customer Value Management strategy that will drive and enable the customers' value, targets and objectives
• Translate Organizational strategy into meaningful operational targets and strategic focus areas for the business unit under management
• Ensure that the focus areas are disseminated to all levels in the business unit
• Develop upselling, prevention and win-back initiatives with the aim of achieving growth targets from CVM angle
• Follow up on in-country execution issues, supported by PMO, EBS, Ops, BI centralized planning tracking of retention and prevention, supported by the planning function
• Deploy initiatives to be able to measure and report on churn and churn drivers from each country (ie drive reporting efforts)
• Provide guidelines to in-country Retention teams (also giving inputs into PD´s) Sing off in country Churn survey scripts and other customer-facing material as requested etc.
• Work closely with Customer experience manager to determine and address Churn and retention objectives at all the various touchpoints (Sales, Installers, Payment platforms, Social Media, Traditional customer care: front counters and call center, platforms
• Manage team members to ensure effective delivery of business unit objectives
• Develop a high performing team by embedding formal performance development and informal coaching.
• Encourage frequent knowledge sharing between team members
• Determine and analyze development needs for the team and ensure that identified training requirements are budgeted for an executed
• Create an effective workforce and recruitment demand plans to ensure that current and future business requirements can be met
• Review and update the department´s organizational structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member

Requisites

• Degree in Marketing or Business Administration
• At least 6 years of experience in a similar position
• Product knowledge
• Customer relationship management
• Customer intelligence
• Customer satisfaction measurement
• Forecast/Demand strategies experience
• Fluent in both Portuguese and English

Notes

• Only shortlisted applicants will be contacted