CVM Specialist

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

Customer Value Management Specialist

Digicel is seeking a highly analytical and commercial-minded Customer Value Management Specialist to develop and execute customer value management strategies using behavioral analysis techniques to drive retention, reduce bottlenecks and maximize customer lifetime value.

About this Role

Working closely with Commercial, Product, and the Marketing teams, the CVM Specialist develops and executes customer-focused strategies that enhance the overall customer experience while delivering measurable business outcomes. This position requires a highly analytical, commercially minded professional who can translate complex data into actionable recommendations and drive initiatives that support Digicel's growth objectives.

Role Scope

 Churn Management 

• Develop and utilize predictive models to identify customers with a high probability of churn.  

• Design and execute targeted churn-prevention interventions based on customer behavior, value and propensity.  

• Monitor churn performance and identify key drivers, trends and customer segments contributing to base erosion.  

• Evaluate the effectiveness of churn interventions and continuously optimize strategies to improve retention.  

• Establish and monitor churn-related KPIs and provide recommendations to improve customer retention.  

Core Base Management

• Monitor the health and performance of the core customer base, including customer activity, spending, product preference and engagement. 
• Identify opportunities and risks within the core-customer base through behavioral and value-based analysis. 
• Develop strategies to maintain active customers, increase their ARPU and strengthen customer longevity. Segment customers based on value, behavior, lifecycle and propensity to support targeted interventions. 
• Monitor movements within the customer base and recommend actions to protect and grow customer value.
• Model and forecast based on trends and interventions to support planning and strategy alignment.

Incremental Revenue Stimulation 

• Responsible for identifying and executing opportunities to increase revenue from the existing customer base. 

• Review established frameworks and develop ad hoc campaigns to stimulate incremental revenue through upsells, plan conversations and expanding days on plan.  

• Analyze customer spending and usage behavior to identify opportunities for additional revenue generation.  

• Monitor incremental revenue generated through campaigns and assess performance against agreed KPIs.  

• Recommend opportunities to Product and Commercial teams based on customer behavior and revenue potential. 

SMS communication management 

• Support the business for commercially relevant SMS communication to mobile customers 

• Manage SMS controls to ensure best practices to avoid high occurrence of SMS messages per customer per week. 

• Monitor impact of SMS communications from campaigns and ad hoc requests on customers opting out of promotional messages. 

Qualifications & Experience

• Bachelor’s Degree in Statistics, Actuarial Science, Computer Science/Computing (or equivalent professional qualification).
• Experience using SQL and database queries
• Advanced Excel including Pivot and Power Query
• Campaign or CVM Management is plus.
• Experience in interpreting data and analyzing results using statistical techniques; identifying, analyzing, and interpreting trends or patterns in complex data sets
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements

Technical & Functional Skills

• Sound business acumen
• Superb attention to detail, strong analytical skills and the ability to deliver results to tight deadlines in a fast paced and dynamic environment.
• Effective communication skills, including the ability to articulate progress, issues and recommendations in a concise summarized manner.
• Ability to work in a team environment and on own initiative with the desire to learn new skills.
• Ability to work on own initiative, under pressure and to tight deadlines
• Great interpersonal skills.
• High levels of expertise with PC applications, especially Excel, PowerPoint & Word

Interested applicants are encouraged to apply on or before Wednesday, September 30, 2026

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.