Manager – Customer Value Management

Orange Romania is looking for a new colleague in our Business to Business department to be in charge with development and implementation of new B2B Customer Value Management systems & processes.

If you want to work in a challenging environment, you have experience develop and run predictive models, design and build new CVM system capabilities and you are passionate about IT&C, we believe you should join us in the role of Manager – Customer Value Management.

Job Purpose:

·         Ensure effective retention, cross-sell and upsell of existing mobile, fix and ICT portfolio for B2B (SME & Corporate) customers

·         Define and drive a base Management Strategy using a Convergence approach

What you will be doing :

The Manager Customer Value Management will be responsible for the successful roll-out of all base management activities for B2B customers – on voice, data & ICT. He/she will do so by transversally coordinating the work related to loyalty, pro-active and reactive retention, Base convergent cross-selling as well as the churn management with all involved internal stakeholders.

He/she will work closely with the Core Business & Product Development / Innovation teams, in order to co-ordinate proactive retention campaigns, to determine the loyalty and retention offers, to support the profitability and revenue streams as assigned.

Key functions

• Co-build retention offers with Core Business team
• Run all retention and loyalty operations on a day to day basis
• Define budget, monthly targets for loyalty and churn
• Drive all developments of activities related to retention / churn, loyalty, cross-selling.
• Input to contact Plan with all segmented customer approaches
• Drive CVM campaigns, dedicated activities related to base management
• Drive Base ARPU up through well executed cross-selling campaign (targeted offers through targeted channels)
• Analyse channels & field feedback
• Monitor results versus budget and targets and propose corrective actions

Transformation towards Convergence (with Core Business / Segments)

• Define a value and base management transformation strategy moving from traditional individual loyalty and retention towards a full Convergent / multiply cross-selling strategy.
• Define a detailed approach based on jointly built multi-segments and data analytics
• Monitor the profitability for the Base convergent program for B2B
• Deliverables: Base management strategy document, Base execution strategy defined and aligned with all B2B departments, Retention performance reporting
• Analyse channels & field feedback
• Monitor results versus budget and targets and propose corrective actions

Strategy Elaboration

• Research and recommend effective strategies for driving significant growth within the target segments & markets
• Agree with key stakeholders the proposed strategy and a prioritized roadmap
• Control and evaluate new Customer Value Management initiatives, matching technical possibilities (ie. Automated tools) with market business requirements

Professional Know-How:

• Excellent presentation and communication skills are essential

• English – advanced user (written / spoken)

• Proficient user of the Microsoft Office pack: advanced Excel and Power Point skills essential

• Basic SQL query writing skills
• General marketing campaign management competencies (ideation, conception, feasibility, execution and campaign post audit)
• Proven ability to translate ideas, customer needs, and strategic differentiators into successful products / offers
• Proven ability to successfully partner with other departments and 3rd party partners

Education and experience (minimum level requested):

• Graduate - BA or MA in Marketing or related
• At least 2-3 years of Commercial / Marketing experience
• Previous experience in a similar position
• Experience with campaign management is a plus

Specific Competencies:

• Strategic analysis and transformation management
• Strongly analytical with commitment to accuracy and efficiency
• Results focused and able to translate assignments into timely actions and deliverables

• Ability to communicate complex issues simply within the customer’s business context
• Creativity and innovation
• Presentation skills / public speaking
• Influence and persuasion
• Transversal collaboration
• Entrepreneurship

• Project Management