Section Head, Customer Value & Lifecycle Strategy

U Mobile; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

A leading telecommunications company in Kuala Lumpur is looking for a Head of Customer Value & Lifecycle Strategy to transform customer relationships through strategic monetization and AI-driven personalization. The role involves defining strategies to enhance Customer Lifetime Value, leading teams in digital transformation, and integrating advanced analytics. Candidates should possess over 10 years of experience in relevant fields, alongside a Bachelor's degree. This role is pivotal in driving revenue growth and customer retention.

Qualifications

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

Responsibilities

• Define monetization strategy across all lifecycle stages.
• Establish pricing logic and value-uplift strategies.
• Drive the strategic AI roadmap to advance predictive capabilities.

Skills

Customer Lifetime Value optimization

Data-driven personalization

Advanced analytics integration

AI and Machine Learning

Digital Marketing Strategy

Education

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

Job description

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.