Key accountabilities and decision ownership

• Develop and execute base management strategy to maximise customer lifetime value and base value contribution to overall services revenue  
• CVM base management IBRO reporting and dashboards.  
• Manage customer value segments discretely & manage loyalty programs and partnerships including the partnership with Woolworth  
• Define and execute base development programs for pre- and post-pay and revenue booster initiatives to achieve like-for-like growth in customer base ARPU. 
• Manage all direct marketing campaign execution and significantly improve ROI  
• Identify opportunities to apply products and tariffs to maximize lifetime value. 
• Lead capability development/ define the capability strategy based on commercial improvement programs. 
• Provide relevant, accurate and on time management reports  
• Architect the development of a holistic blueprint for segmented offer management & fulfilment 

Core competencies, knowledge and experience

• Outstanding commercial management skills, numerate, analytical  
• Demonstrated leadership of an established and successful CVM function within a Vodafone operating company or other company recognised as leader in CVM  
• Expertise in Vodafone CVM methodology, principles, capabilities, and techniques.  
• Ability to create, lead and inspire high-performing teams.  
• Prior experience of mobile industry retention dynamics (direct and indirect channels) advantageous, and in particular proactive retention activity  
• Ability to influence director level staff in group and 1:1 situations  
• Open, fact-based approach; ability to translate commercial objectives to technical teams for ensuring underlying system readiness  
• Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level  
• Extensive experience in managing customer analytics and business intelligence projects and initiatives.  
• Experience with research-driven quantitative pricing techniques (e.g. choice modelling). 

Must have technical / professional qualifications:  

• University degree or equivalent 
• At least 4 years commercial/ IT experience  
• At least 4 years Leadership experience  

Key performance indicators 

• Total Base Mgmt revenue , Base Mgmt EBITDA  
• Outflow value, Retained value, # disconnections (Pre-/Post pay) & churn rate, # / % of active prepay base, # upgrades (post-pay), % of product penetration  
• NPS consumer  

Number of Direct reports: 5