About the Role

Department/Section: B2B   

Job Title:        B2B Customer Value Management (CVM) Specialist      

Reports to:     B2B CVM Team Leader

• Meet and exceed the B2B revenue targets from existing base.

• Work with B2C CVM team, B2B Sales Team, and CC Team to execute CVM campaigns that will increase revenue from existing base, including uplift ARPU and ARPA as well as stimulation of Hybrid wallet recharges.

• Implement and monitor churn management process (win back, proactive and reactive retention), and work with other B2B team: sales & sales operations …etc. to make sure that all plan items are defined and executed with clear ownership matrix.

• Work with the Customer Experience team on designing the customer’s journey and build marketing activities to enhance customer value through all touch points.

• Take all necessarily actions to direct /indirect the sales channel to deliver the CVM plan (incentives, push activities, trainings...etc.)

• Execute the CVM related activities. i.e.  (Bidding/ Tenders, Sales Operations or Retention) that encourage and support. I.e. early engagement, cross selling/up selling promotions,…etc.

• Owns the contracts policy renewals.

• Understand the full range of B2B products whilst being capable to efficiently deliver the right product that matches the accounts needs

• Knowledge of running the CMS and continuously follow up with the vendor to provide with the required technical support to ensure full system utilization.

• Knowledge of utilizing other tools. I.e. Pricing evaluation and DWH reporting,…,, etc. Would be an advantage.

• Knows the best targeting practices for accounts and end users

• Understand the Sales Channel dynamic, and the best ways to deliver CVM activities through it

• Capable of developing commercial business cases and getting approvals.

• Continuously monitor overall market for loyalty, satisfaction, threats, potential opportunities, recommendations..etc.

• Daily, weekly and monthly monitoring on MSISDN level and accounts level and over all base

• Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.

• Continuously monitor and evaluate CVM activates KPIs and take required action when needed.

• Other duties as directed by the team leader or top management.

• Responsible for the security, Confidentiality & Integrity, of all information assets within his/her responsibilities in accordance with the company’s Information Security Policies.

• B2B Customer Base

• B2B Revenue Growth

• B2B Customer Retention / Churn Rate

• B2B Customer Satisfaction / Loyalty.

• CVM role within Commercial- B2B Marketing

• Contribution to Management of Annual Sales /Marketing / ICT Plan & strategies, policies and processes.

• Support to Business Analysis and Segmentation.

What We Need From You

Qualifications/Experience:

• Bachelor degree in Statistics, Computer Science, Engineering, Market Research, Marketing, Finance, Economics, or any other related registration from a recognized institute.

• Minimum 2-3 years functional experience

• MBA would be a plus

• Project Management certification is an advantage.

• A certification in Business Analysis / or Analytics is desirable.

• Familiarity with data analytics tools (eg. Tableau/ Python/ Excel,…etc) are desirable.

• Well understanding of CVM / loyalty techniques and apply the best practices

• ICT growth trends

• Mobile Telecommunications and product management knowledge.

• Highly developed communication and reporting skills (verbal and written)

• Strong analytical thinking and  problem Solving skills

• Highly developed skills in use of relevant IT packages including Excel, Access, Word, PowerPoint etc.

• Design skills in research and evaluation

• Creativity

• Customer Orientation

• Sense of ownership

• Collaboration.