CVM Executive

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.

DIGICEL ANTIGUA & BARBUDA

Digicel is seeking a suitable candidate with experience who thrives in fast paced, dynamic and innovative environment to fill the role of Customer Value Management (CVM) Executive. Digicel is recognized for being the best in the telecommunications industry and this is your opportunity to be a key player in a top-class company.

J o b   o v e r v i e w

To lead the store in the delivery of sales targets through effective sales, cost control and customer service delivery, both personally and by providing guidance and coaching to the sales executives in store, ensuring the delivery of great customer service

Main Duties and Responsibilities:

• Designs and setup retention and campaign management frameworks and associated metrics and key performance indicators (KPIs)
• Analytics on customer behavior data to define retention and churn patterns and trends and make recommendations to Management across different segments.
• Formulates, designs and adjusts customer retention campaigns to be implemented via identified customer touch points
• Responsible for execution and reporting of agreed Churn and Retention plans and associated initiatives
• Identifies opportunities of ARPU increase across different segments
• Conduct fit-for-purpose customer complaints root-cause / Business Process Improvement (BPI) analysis for effective solution management
• Perform business analysis for population targeting and segmentation
• Create test plans for the overall campaign (control group)
• Provide other ad hoc analysis and data mining as needed
• Creates, designs and implements customer engagement/retention programs to enhance brand loyalty and customer longevity
• Proactively undertakes customer data mining to ensure effectiveness of CRM strategies and deployment of promotions to sustain brand affinity
• Maintains up to date on all technical data/literature and technology on tools, products and services offered by the Department
• Perform any other duties as may be assigned by the relevant Department Director/Commercial manager.

Academic qualifications and experience required for job:

• Degree in business, commerce, marketing or a related field with proven commercial experience or working experience in lieu of the same.
• Proven experience in customer retention/ base management, preferably in a mobile telecommunications environment
• Experience with programming in SQL or SAS, Python
• Maintain awareness of current trends, emerging technology tools and best practices in campaign analytics that could be leveraged, with an emphasis on data and learning analytics

Functional Skills:

• Understanding of the telco market, products and services
• Understanding behavior of customers and generating actionable customer insights
• Be able to communicate with all levels of management to determine their needs and offer creative solutions
• Effective communication skills, including the ability to articulate progress, issues and recommendations in a concise, summarized manner
• Experience with a campaigning tool (Evolution/Lumata, Siebel / Selligent / SAP Hybris, SAS Campaign Optimization)
• Able to create the analysis design, get the data, perform the analysis and communicate results to stakeholders
• Commercially astute with excellent attention to detail
• Numeracy: candidate needs to be very comfortable dealing with data sets and financial numbers
• Show initiative in getting the job done and brings to the table ideas and suggestions
• Ability to perform under pressure and adapt in a fast-paced, changing environment with tight deadlines
• Sound business acumen
• Being a persuasive and influential communicator
• Able to work out-of-hours
• High level of expertise with MS Excel, PowerPoint & Word
• Ability to work in a team environment and on own initiative with the desire to learn new skills
• Flexible, team-player

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.