Section Head, Customer Value & Lifecycle Strategy

U Mobile; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Benefits offered by this job

Comprehensive medical, dental, optical and insurance benefits

Flexi working hours arrangements

Staff Line & Device Subsidy

Smart Casual Attire

Child Parental Care Leave

Job summary

A leading telecommunications company in Kuala Lumpur seeks a Section Head for Customer Value and Lifecycle Strategy. This role involves designing customer engagement strategies, leveraging analytics and AI for personalized experiences. The ideal candidate has over 10 years of experience in growth marketing and customer value management. Responsibilities include establishing monetization strategies, leading retention frameworks, and collaborating with stakeholders to enhance customer journeys. Benefits include comprehensive medical coverage, flexible working hours, and special employee discounts.

Qualifications

• 10+ years in CVM, Lifecycle Strategy or Growth Marketing leadership.
• Experience leading digital transformations with AI/ML.
• Demonstrated ability to translate complex data into business strategies.

Responsibilities

• Define end-to-end monetization strategy across all lifecycle stages.
• Lead evolution toward event-triggered interactions based on customer behavior.
• Design and implement comprehensive retention frameworks.

Skills

Customer Lifetime Value (CLV)

Data-driven personalization

Advanced analytics

Leadership

AI and Machine Learning

Education

Bachelor’s Degree in Business, Marketing, Data Science, or related field

Job description

Section Head, Customer Value - Lifecycle Strategy

Job Summary

The Head of Customer Value & Lifecycle Strategy is the strategic architect of the customer relationship. This role leads the transformation from a product‑centric organization to a segment‑neutral, journey‑focused ecosystem. By integrating data‑driven personalization with advanced decisioning engines, the incumbent will optimize Customer Lifetime Value (CLV), eliminate fragmented experiences and drive sustainable revenue growth through precision‑led engagement.

The Day‑To‑Day Activities

• Define the end‑to‑end monetization strategy across all lifecycle stages, ensuring a seamless experience across all segments.
• Lead the evolution toward high‑precision, event‑triggered interactions that respond to real‑time customer behaviors and drive the integration of advanced analytics into the commercial workflow.
• Establish pricing logic and value‑uplift strategies (upsell/cross‑sell) to unlock new revenue streams.
• Act as the final authority on journey design and arbitration logic to ensure customers receive the most relevant Next Best Offer.
• Partner with technical and business stakeholders to not only scale the personalization platform but to aggressively leverage emerging technologies that keep the organization at the forefront of marketing automation.
• Design and lead comprehensive, proactive retention frameworks, with a specialized focus on High‑Value Customer (HVC) retention and behavioral loyalty.
• Drive the strategic AI roadmap to advance predictive capabilities, ensuring every customer interaction is hyper‑personalized and precise.

About You

• Bachelor’s Degree in Business, Marketing, Data Science, Computer Science, Actuarial or related quantitative field.
• Relevant professional certifications in AI Strategy, Machine Learning or Advanced Analytics will be an advantage.
• 10+ years in CVM, Lifecycle Strategy or Growth Marketing leadership within high‑volume digital or telecommunications environments.
• Demonstrated ability to translate complex data and technical capabilities into clear business strategies that increase Customer Lifetime Value (CLV) and market competitiveness.
• Experience leading digital transformations where AI/ML and automation were leveraged not just for efficiency, but as primary drivers for revenue generation and customer retention.
• Proven success in designing end‑to‑end customer journeys and managing complex stakeholder environments (Technical, Product and Finance) to accelerate Go‑to‑Market (GTM) velocity.
• Converting complex analytics into actionable, journey‑based commercial strategies.
• Aligning technical capabilities with long‑term business objectives.
• Managing stakeholder expectations, while inspiring high‑performing teams.

Benefits

• Awarded For
• Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
• Bronze Winner in Cross‑Generational Workforce Engagement (2024)
• Gold Winner for Excellence in Workplace Culture (2021)
• Comprehensive medical, dental, optical and insurance benefits
• Flexi working hours arrangements
• Staff Line & Device Subsidy
• Smart Casual Attire
• Child Parental Care Leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B Brands