Customer Value Management Manager – Alghanim , Kuwait

Job Summary:
Management of customer value from acquisition to retention stage; mono-BU & cross-BU campaign development, coordination of campaign communications and channel operations

Job Responsibilities:
CVM action development
Work alongside Head of Loyalty Programs, CDP Team and stakeholders at BUs to set the long term vision and strategy for customer value management
Develop customer segment strategies and differentiated treatment plans for customers to support CVM objectives
Assist in product/customer proposition development and enhancement to meet customer needs and grow quality revenue based on customer and business unit strategies
Build strong working relationships with multiple business users and vendors to develop CVM strategies
Develop understanding of customer value economics, drivers of growth and customer churn
Develop and maintain customer contact policy
Develop strategy and framework for all campaign communications including acquisition, welcome, on-boarding, cross/up sell and retention

CVM action execution
Manage end-to-end campaigns execution, including: planning, concept development, test & control setup, target list development, execution, reporting and optimization. Track, analyze and scorecard all email performance
Conduct experimental design; drive insights from previous actions and improve CVM performance
Monitor operating efficiency of existing CVM application systems and provide proactive, preventive and corrective action
Identify and implement CVM technology and tools to drive customer value, staying current with best practices

Candidate Requirements:
•Bachelor’s degree preferably in Business, Marketing, Computer Science, Engineering
•8+ years customer value management experience
•Strong analytical capability and understanding of success metrics
•Strong experience in customer value management, CRM/ customer experience management strategy and execution
•Proven experience to interpret data from various sources and suggest creative marketing solutions
•Strong project management skills in developing and implementing initiatives and possess the ability to solve problems promptly and effectively
•Preferred knowledge of Kuwait consumer segment characteristics, preferences and behavior

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