CVM & Retention Expert

Zain; Manama; On-site; BHD 25,000 - 35,000; Full time

Job summary

Zain in Manama leads customer value management for retention and revenue growth. The role analyzes customer data and behavior to drive targeted campaigns, loyalty programs and personalized offers while aligning with Products, Services, Sales and Digital teams.

We seek a senior CVM expert with telecom experience, strong analytics, and execution skills to optimize churn reduction and engage customers across journeys and channels.

Qualifications

• Bachelor's degree in law, economics, engineering or business equivalent.
• Masters degree preferred.
• 8–10 years of experience in Telecom or related industry with CVM/retention exposure.
• Experience executing retention campaigns, segmentation and personalized marketing.

Responsibilities

• Develop and implement CVM activities to enhance revenue and reduce churn.
• Analyze customer data usage patterns to identify value opportunities.
• Support segmentation for targeted retention upsell and cross-sell initiatives.
• Monitor churn trends and recommend proactive retention actions.
• Design and monitor BTL campaigns across multiple channels including digital.
• Develop dashboards to monitor campaign performance and effectiveness.
• Collaborate with Sales, Tele-sales and Customer Care to execute initiatives.
• Support customer journey improvements with CX and Digital teams.

Skills

CVM practices

Customer segmentation

Churn management

Retention strategies

Marketing campaigns

Education

Bachelor's degree in law, economics, engineering or business equivalent

Tools

CMS platforms

BI analytics tools

Campaign management tools

Job description

About the Role

The CVM amp Retention Expert is responsible for executing customer value management and retention initiatives that enhance customer engagement strengthen loyalty maximize customer value and minimize churn The role supports the development and execution of targeted campaigns customer lifecycle activities retention programs and personalized offers by analyzing customer data and behavior Working closely with the Products amp Services Customer Experience Sales Digital and Customer Care teams the role ensures effective execution of CVM initiatives while continuously monitoring campaign performance and identifying opportunities to improve customer experience and revenue growth

What We Need From You

• Develop and implement customer base management activities across all customer segments to enhance revenue improve retention and reduce churn
• Execute the CVM plan and support the achievement of revenue targets from the existing customer base
• Analyze customer data usage patterns and behavior to identify customer value enhancement opportunities
• Support customer segmentation activities to enable targeted retention upselling and cross-selling initiatives
• Monitor customer churn trends and recommend proactive retention actions
• Design implement execute and monitor BTL campaigns across multiple channels including digital channels
• Develop and maintain dashboards to monitor campaign performance and effectiveness
• Support the development and execution of churn management activities including proactive and reactive retention initiatives
• Work closely with the Customer Experience and Digital teams to support customer journey improvements
• Gather and analyze customer feedback to identify opportunities to improve customer experience and loyalty
• Implement personalized communication activities for different customer segments
• Support contract renewal and customer locking initiatives
• Work closely with Sales Tele-sales and Customer Care teams to execute upselling cross-selling and retention initiatives
• Support sales channels through incentives push activities and training to ensure successful execution of the CVM plan
• Ensure CVM activities complement overall marketing launches and go-to-market initiatives
• Prepare campaign performance reports and provide recommendations for continuous improvement
• Perform other related duties as assigned

Qualifications and Education

• Bachelor s degree in law economics engineering or business equivalent
• Masters degree preferred
• 8 10 years of experience in Telecom or a related industry with exposure to Customer Value Management customer retention or customer lifecycle management
• Experience in executing customer retention campaigns customer segmentation activities and personalized marketing initiatives
• Experience working with cross-functional teams to deliver customer engagement and revenue enhancement initiatives

Skills and Knowledge

• In-depth knowledge of telecom CVM practices customer segmentation churn management and retention strategies
• Strong analytical skills with the ability to interpret customer data and generate actionable insights
• Knowledge of campaign management tools CMS platforms and BI Analytics tools
• Understanding of sales channel dynamics and customer targeting practices
• Knowledge of marketing planning proposition management and operating plans
• Ability to develop commercial business cases
• Strong communication presentation reporting and negotiation skills
• Market knowledge and customer-centric mindset