Management of customer value from acquisition to retention stage; mono-BU & cross-BU campaign development, coordination of campaign communications and channel operations

CVM action development

• Work alongside Head of Loyalty Programs, CDP Team and stakeholders at BUs to set the long term vision and strategy for customer value management
• Develop customer segment strategies and differentiated treatment plans for customers to support CVM objectives
• Assist in product/customer proposition development and enhancement to meet customer needs and grow quality revenue based on customer and business unit strategies
• Build strong working relationships with multiple business users and vendors to develop CVM strategies
• Develop understanding of customer value economics, drivers of growth and customer churn
• Develop and maintain customer contact policy
• Develop strategy and framework for all campaign communications including acquisition, welcome, on-boarding, cross/up sell and retention

CVM action execution

• Manage end-to-end campaigns execution, including: planning, concept development, test & control setup, target list development, execution, reporting and optimization. Track, analyze and scorecard all email performance
• Conduct experimental design; drive insights from previous actions and improve CVM performance
• Monitor operating efficiency of existing CVM application systems and provide proactive, preventive and corrective action
• Identify and implement CVM technology and tools to drive customer value, staying current with best practices