Lead - Customer Value Management

Whizmo; Dubai; On-site; AED 420,000 - 640,000; Full time

Job summary

Whizmo seeks a Lead – Customer Value Management (CVM) to own the CVM strategy across all segments, translating data into a clear plan and driving growth in usage, engagement and revenue.

You will lead a CVM team, set targets, collaborate with Product, Marketing, Finance and Operations, and implement proactive retention and monetisation initiatives to maximise customer lifetime value.

Qualifications

• Proven experience in CVM or revenue analytics.
• Strong leadership and team management skills.
• Experience with segmentation and cohorts analysis.
• Ability to set strategies and KPIs.
• Cross-functional collaboration with product, marketing and finance.

Responsibilities

• Own CVM strategy and targets across segments and channels.
• Lead initiatives to increase usage, engagement and product adoption.
• Own retention and churn strategies; proactive retention programs.
• Develop customer segmentation and value framework; analyze cohorts.
• Drive monetisation opportunities by segment and value tier.
• Lead and manage the CVM team and set standards for analysis and reporting.
• Present insights and recommendations to senior stakeholders.

Skills

CVM strategy

Data analysis

Segmentation

Leadership

Stakeholder mgmt

Cross-functional

Monetisation

Job description

Whizmo is your all-in-one mobile money solution symbolizing the essence of financial democracy in the United Arab Emirates. It is a service offering from Whizpay Technology LLC, licensed by The Central Bank of the UAE. What truly makes us an ‘all-in-one’ solution is that we combine every aspect of your daily finances into a single, easy-to-use app with a suite of comprehensive services, ensuring seamless transactions.

For more ; Whizmo: Overview | LinkedIn

Location: Silicon Oasis HQ, Dubai / UAE

Reporting to : Manager - Growth and Success

Job Type : Permanent / Office based

This is a fully office-based role, requiring attendance in the office 6 days per week.

Candidates should be comfortable working on-site full-time and value the collaboration and pace of an in-person environment.

Lead – Customer Value Management (CVM)

owns the Customer Value Management strategy and function across Whizmo's Individual, Business and Enterprises segments and all channels.

The role holds full end-to-end responsibility for growing customer usage and engagement, improving retention and reducing churn, and maximising customer lifetime value and revenue contribution, translating customer data into a clear strategy and set of initiatives that the Officer – Customer Value Management (CVM) executes.

A. CVM Strategy & Ownership

Develop and own the overarching Customer Value Management strategy, covering usage and engagement, retention and churn, segmentation, and monetisation.

Set CVM targets and priorities aligned with the growth objectives of the Individual, Business and Enterprises segments and of the channel portfolio.

Own the customer lifetime value (CLV) model and methodology, and ensure it is kept current and consistently applied.

Continuously assess the effectiveness of the CVM strategy and refine it based on performance and market developments.

B. Usage & Engagement Leadership

Own the strategy and targets for customer usage, engagement and product adoption across segments and channels.

Direct initiatives that increase transaction frequency, feature and product adoption, and active usage of Whizmo services.

Identify and prioritise the usage and engagement opportunities with the greatest commercial value.

Review usage trends regularly and direct corrective action where engagement is declining.

C. Retention & Churn Leadership

= Own the strategy and targets for customer retention and churn reduction across segments and channels.

Direct proactive retention programmes for at-risk and declining-engagement customers, prioritised by customer value.

Own the reactivation strategy for dormant and inactive customers.

Review retention and churn performance regularly and elevate material deterioration to the Manager – Growth & Revenue.

D. Customer Segmentation & Value Framework

Own the customer segmentation model and value tiers used across the business.

Direct the ongoing analysis of customer cohorts, behaviour and value migration over time.

Ensure segmentation and value analysis are applied consistently across segments, channels and campaigns.

E. Cross-Sell, Upsell & Monetisation

Own the strategy for cross-sell, upsell and product penetration across the existing customer base.

Direct the identification and prioritisation of monetisation opportunities by segment and customer value tier.

F. Team Leadership

Lead and manage the Officer – Customer Value Management (CVM), setting priorities and reviewing the quality of analysis, campaigns and reporting produced.

Support the development and performance management of the Officer – CVM, and plan resourcing as the CVM function grows.

Set the standards and methodology the CVM function uses for segmentation, analysis and reporting.

G. Commercial Reporting & Stakeholder Management

Own CVM reporting and dashboards covering usage, retention, value and campaign performance.

Present customer usage, retention and value insights and recommendations to the Manager – Growth & Revenue, the segment Leads and the Lead – Growth & Success (Channels & AI Projects).

Ensure CVM data and reporting are accurate, timely and consistently defined across segments and channels.

H. Cross-Functional & Cross-Segment Collaboration

Work with the Lead – Growth & Success (Individual Segment), the Lead – Growth & Success (Business Segment) and the Lead – Growth & Success (Enterprises) to embed CVM initiatives into their segment strategies.

Work with Product, Data & Analytics, Marketing, Customer Excellence, Finance and Operations to design and deliver CVM initiatives.

Ensure CVM initiatives are coordinated with campaign and channel activity led by the Lead – Growth & Success (Channels & AI Projects).

Core Competencies

Customer Value Management Strategy – Develop strategies to maximise customer value, satisfaction, and long-term business impact.

Commercial & Revenue Acumen – Identify opportunities to improve revenue, profitability, and overall customer-driven business value.

Usage & Engagement Management – Drive customer activation, usage, and ongoing engagement with products and services.

Retention & Churn Strategy – Develop initiatives to retain customers, reduce churn, and strengthen loyalty.

Customer Segmentation & Analytics – Leverage customer data to understand behaviours, needs, and opportunities.

Data-Driven Decision Making – Use performance data and insights to guide strategies and business decisions.

Strategic Thinking – Translate business objectives into clear strategies, priorities, and actionable plans.

Stakeholder Management – Build and manage strong relationships with internal and external stakeholders.