Cvm Churn & Arpc Manager Job at Vodafone (Madrid)

Job Description

As CVM Churn & ARPC Manager, you will be responsible for defining, executing, and delivering the end-to-end Customer Value Management strategy focused on customer retention, churn reduction, and ARPC growth within the Consumer segment. Your mission is to maximize customer lifetime value and minimize churn through data-driven lifecycle strategies, predictive analytics, and cross-functional collaboration — ensuring sustainable profitability and long-term customer engagement.

Job Responsibility

Design and execute the churn prevention and retention strategy, balancing proactive and reactive levers to reduce disconnections and improve customer loyalty
Lead churn analytics by developing with in Data team predictive models, churn scoring, and trigger-based retention campaigns
Identify and address root causes of churn through behavioural data analysis, surveys, and customer feedback loops
Manage winback programs to recover recently churned or dormant customers, leveraging personalized incentives and segmented communication
Define and deliver strategies to increase ARPC through upgrades, cross-sell, and add-on services
Optimize the customer lifecycle journey, ensuring smooth transitions between growth, maturity, and risk stages
Ensure consistency between value creation and retention actions, balancing commercial targets and customer experience
Act as commercial lead for Ingenio, ensuring its optimization as the main decisioning tool for real-time personalized offers across all channels
Collaborate with Data, Insights, and Technology teams to develop propensity models, segmentation frameworks, and campaign triggers
Drive A/B testing and experimental design to continuously improve retention actions and validate causal impacts
Lead planning and forecasting processes (IBRO) for churn, volumes, and ARPC performance across the customer base
Define, track, and report key performance indicators (KPIs) such as churn rate, retention ratio, recovery rate, and CLTV
Build and maintain dashboards for executive monitoring and decision support
Own the business case definition for new retention programs, discounts, and promotional strategies in coordination with Finance and Insights
Define and control discount and benefit policies, ensuring alignment with IBRO, ROI and profitability objectives
Manage CVM Opex and ensure efficiency of investments in retention and ARPC growth initiatives
Lead cross-functional squads (Prepay, Postpay, and Revenue Assurance) under Agile methodology, driving alignment on commercial decisions
Collaborate with GTM and Campaign teams to define inbound and outbound communication strategies for upsell, cross-sell, win-back, and delight initiatives
Partner with Customer Experience, Product, and Care teams to ensure a seamless implementation of retention strategies
Represent CVM in strategic projects (CPE, Tembo, Revenue Assurance) ensuring churn and value management integration

Requirements

Minimum 5 years of experience in CVM, Retention, or Churn Management roles, ideally within telecom or subscription-based industries
Proven experience in reducing churn and increasing retention through actionable strategies and measurable KPIs
Strong command of predictive analytics, segmentation, and offer personalization
Experience in machine learning applications for churn prediction and CLTV modeling (desirable)
Advanced proficiency in Microsoft Excel, Power BI, SQL, and campaign management platforms
Proven ability to translate data into actionable insights and clear commercial recommendations
Experience working under Agile methodology and managing multi-disciplinary squads
Excellent stakeholder management and influencing skills across all organizational levels
Full professional proficiency in Business English (written and spoken)
High level of ownership, adaptability, and decision-making under pressure
Passion for customer value, data, and continuous improvement

What we offer

Hybrid (60% home – 40% office) and flexible hours
20 additional days of home working per year from anywhere in Spain
25 days holiday (and additionally 24th and 31st December), with the option to buy up to 10 extra days
Meal vouchers (in addition to the annual fixed remuneration) and flexible remuneration plan
Free health insurance, life insurance, and own medical services
Physical and mental care health program
Career development and continuous learning, including AI tools and platforms like LinkedIn Learning
Optional retirement pension plan
3 paid days leave for charity projects
App for the digital management of office needs

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