CVM Manager - Guyana & Suriname

REPORTS TO (TITLE):  Commercial Director of Suriname & Guyana

Primary objective of the job:

The CVM Manager is accountable for developing and implementing customer value management strategy across Suriname and Guyana across SMS, push notification, e-mail and other available channels, translating Marketing and Commercial goals into actionable customer journeys, segmentation, campaign roadmaps and measurable outcomes.

The role provides market leadership for campaign execution, working closely with Campaign Managers, the Data Lead, Marketing, Product, BI and Commercial stakeholders to ensure campaigns are targeted, reported and optimized effectively. It oversees monthly performance, provides hands-on corrective guidance where results are below target, conducts CVM audits, and builds an engaged, agile CVM operating rhythm focused on customer value, retention, usage and revenue growth.

Number of persons managed/supervised and their positions:

Direct reports: N/A to potentially be expanded with a Campaign execution lead

Functional leadership: Data Lead / BI, Product Owners, Marketing, Go-to-Market, IT / CVM platform support, and commercial stakeholders across Suriname and Guyana.

The role acts as the accountable market lead for CVM strategy and execution, ensuring that the markets have the tools, resources, segmentation logic and governance needed to deliver the CVM roadmap.

Main Duties and Responsibilities:

CVM Strategy and Roadmap Delivery

Develop and implement customer value management strategy across multiple channels, including SMS, push notification, e-mail and other available customer touchpoints, based on Marketing and Commercial goals.

Translate market priorities into segmentation, customer journeys, campaign calendars, KPIs and execution plans, and ensure progress remains in line with the CVM roadmap.

Campaign Execution and Market Support

Communicate the strategies and goals of the markets to Campaign Managers and supporting teams so they can guarantee execution against the agreed roadmap.

Provide the markets with the tools, resources, campaign logic and operational guidance required to deliver successful CVM campaigns.

Data, Reporting and Segmentation

Work closely with the Data Lead / BI team to ensure correct reporting of campaign results, effective use of consumer data for targeting and segmentation, and historical tracking of consumer behavior from past campaigns.

Oversee monthly market performance, review results against targets and control groups, and provide hands-on guidance where performance is below target.

Team Leadership and Governance

Develop a culture of engagement, lead and motivate the team to deliver business objectives, set clear expectations, adjust strategy as local market conditions change, and continually develop team capability.

Provide monthly reports to senior Commercial leadership and conduct monthly CVM audits to confirm execution quality, compliance with strategy, and follow-through on improvement actions.

Academic qualifications and experience required for job:

• Bachelor’s degree in Business Administration, Marketing, Sales, Commercial Management, Analytics, Telecommunications, or a related field. An MBA or other advanced degree is preferred.
• At least five (5) years of relevant commercial, marketing, sales, customer value management, or related telecommunications experience.
• Experience with CVM systems for customer journey design, campaign management and customer lifecycle orchestration.
• Proven track record of delivering commercial outcomes and achieving agreed targets.
• Experience in business analytics or other analytical areas is preferred, particularly data visualization, segmentation and campaign performance reporting.
• Ability to think analytically, apply sound business judgment, and lead cross-functional teams of people.
• Strong project management skills, including the ability to manage and prioritize multiple projects, stakeholders and requirements simultaneously.
• Prior experience in telecommunications is preferred. An acceptable level and combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Strong communication skills, with the ability to translate market strategy and campaign requirements into clear execution direction.
• Decision-making capability and confidence to prioritize campaigns, challenge weak execution and escalate issues where required.
• Ability to change quickly, re-plan and adjust strategy in response to market conditions, customer behavior and campaign results.
• Strong leadership skills, with the ability to engage, lead and motivate a multi-functional CVM team.
• Strong problem-solving skills with the ability to monitor progress, identify root causes, and drive corrective actions to closure.
• Critical sense and passion to challenge the status quo, find new solutions and promote innovative ideas.
• Strong analytical mindset and ability to use customer data, segmentation, historical behavior and campaign insights to improve performance.
• Strong project management and organizational skills, with the ability to manage multiple campaigns and requirements simultaneously.
• Strong stakeholder-management skills across senior leadership, Marketing, Product, Sales, BI/Data, IT and campaign execution teams.
• Computer literate in Microsoft Office Suite and comfortable working with CVM systems, reporting dashboards and data visualization outputs.

Internal/External contacts:

• Commercial Director of Suriname & Guyana
• Market CEO and senior leadership teams
• Senior Commercial leadership in Digicel
• Local Marketing, Product, Sales, Customer Care, Finance, IT, Technical and BI / Data teams
• CVM Campaign Managers, Product Owners, Data Lead / BI analysts and Go-to-Market specialists
• Group Commercial / CVM stakeholders
• CVM platform vendors and external partners where required

Authority: (those tasks in which there is total control and autonomy in execution – e.g. approving vouchers, signing cheques, delegating task.) Please state limits where possible.

• Lead the prioritization and coordination of CVM strategy, campaign roadmaps, segmentation work, monthly audits and related execution activity within approved commercial plans and market governance.
• Direct and follow up actions across Campaign Managers, Data / BI, Marketing, Product, IT, Customer Care and supporting stakeholders to improve campaign execution and customer value outcomes.
• Recommend targeting, segmentation, journey changes, corrective actions, escalation priorities and campaign performance recovery measures within the approved governance structure.
• Make day-to-day campaign execution and prioritization decisions within the approved commercial framework.
• No authority for product approval, price approval, budget approval, contract approval, customer credit / debt write-off, or capital expenditure sign-off unless specifically delegated by management.

Working Condition: (e.g. dust, dirt, heat, abnormal hours, frequent travel, overtime, etc.)

• May be required to travel across Suriname and Guyana, and to other Digicel markets where required, for market support, training, campaign reviews and job-related duties.
• Will be required to work some irregular hours, including evenings and weekends, based on campaign launches, customer-impacting activity, monthly reporting deadlines or operational recovery needs.
• Role is primarily office-based but requires a high level of cross-functional coordination, fast turnaround on priorities, and comfort working in an agile and changing market environment.

Key Performance Indicators:

• Delivery of CVM roadmap and campaign calendar milestones against agreed timeline and scope
• Campaign performance versus agreed KPIs, including revenue uplift, usage growth, ARPU, retention / churn improvement and plan migration
• Target versus control performance lift and commercial validity of campaign results
• Accuracy and timeliness of monthly CVM reporting, campaign results tracking and senior leadership updates
• Quality of segmentation, customer journey design and usage of consumer data for targeting
• Completion of monthly CVM audits and closure of corrective actions for below-target campaigns
• Stakeholder satisfaction, team engagement and development of CVM capability across the markets