Manager, CVM – Programs & Projects

JOB RESPONSIBILITIES

• Establish governance frameworks to manage dependencies, risks, and overall program progress.
• Set up Key Performance Indicators (KPIs) to measure program outcomes (e.g., customer engagement scores, churn rate reductions).
• Liaise with senior leadership, Brand, IT, and compliance teams to secure buy-in and resolve conflicts.
• Ensure communication and reporting of progress to stakeholders.
• Ensure projects are executed on time, within scope, and under budget.
• Track milestones and adjust plans as necessary to stay on course.
• Manage the Mission & CRM platforms on campaign creation execution and post evaluation
• Track and Manage Customer Engagement via App and Non App channels
• Identify target customer segments and develop strategies to acquire, retain, win back and grow these segments.
• Collaborate with cross-functional teams to integrate customer insights into business plans and product development processes.
• Develop targeted marketing campaigns and messaging based on customer insights.
• Drive initiatives for personalizing customer interactions using data analytics and AI-driven insights.
• Foster innovation in product/service offerings to enhance customer value.
• Translate customer insights into actionable recommendations for business strategies, marketing campaigns, and product enhancements.
• Monitor the implementation of recommendations and measure their impact on customer satisfaction and business performance.
• Work closely with cross-functional teams, including Marketing, Ba, MIS, Sales, Product Development, and Customer Service, to ensure a customer-centric approach in decision-making.
• Partner with product development teams to incorporate customer feedback and preferences into product roadmaps.

JOB REQUIREMENTS

• Bachelor’s degree in marketing, Business Administration, Statistics, Data Analytics, Information Technology, or a related field. (Master’s or MBA is a plus).
• 3-5 years of experience in Customer Value Management (CVM), Customer Relationship Management (CRM), Lifecycle Marketing, or Base Management.
• Advanced Microsoft office tools foundations (Excel/Power point).
• Proficiency in translating data analytics and AI-driven insights into segment-specific marketing strategies. Ability to work closely with Business Analytics (BA) and MIS teams.
• Familiarity with project governance frameworks and tools to track milestones, risks, and budgets.
• Understanding of DB & Reporting tools like & Power BI/DBeaver/Tableau.
• Understanding of basic Project management tools like GANT charts.