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Cvm Specialist: High Value

Congo, the Democratic Republic of the, Kinshasa · Job Posted June 28, 2026
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Job Responsibility

  • Own the end-to-end CVM management of the High Value and VIP customer segments
  • Develop and Drive strategy to grow and retain the High & VIP user’s base
  • Develop and drive a strategy to achieve maximum penetration and adoption of products & services into High & VIP segments
  • Translate segment insights into actionable commercial priorities, propositions, journeys and NBA use cases
  • Track daily, weekly and monthly movement into and out of HVC/VIP segments
  • Design upgrade journeys for near-HVC customers with high potential
  • Design downgrade prevention journeys for HVC/VIP customers showing declining spend
  • Define customer eligibility and offer guardrails for migration
  • Own churn reduction initiatives for HVC/VIP customers
  • Develop differentiated save offers and care actions based on CLV, risk level
  • Monitor reconnection and recovery performance
  • Drive HVC/VIP ARPU and margin growth through relevant upsell, cross-sell and bundle migration journeys
  • Develop next best action and next best offer use cases
  • Identify value pools and commercial gaps
  • Ensure offers improve long-term engagement
  • Create a differentiated engagement calendar for HVC/VIP customers
  • Partner with Loyalty to increase enrollment
  • Work with Customer Care, Digital, Network, CX and Sales teams
  • Ensure High Value and VIP customers receive relevant communications
  • Own the HVC/VIP CVM campaign brief, journey design, business rules, channel strategy
  • Coordinate execution across SMS, USSD, App, digital, retail and inbound channels
  • Ensure all GTM activities are compliant
  • Continuously optimize frequency, timing, message, offer, channel and incentive mechanics
  • Guide Big Data and AI Team on defining models
  • Ensure other duties, as directed by the Line Manager

Requirements

  • University degree in Marketing, Economics, Management, Statistics, Computer Science, Applied Mathematics, Data Analytics or a related field
  • Minimum 2 years of relevant experience in telecom, segment management, base management, product management, CVM, analytics, retention, pricing or commercial performance management
  • Good understanding of prepaid telecom economics, including ARPU, MOU/MB usage, recharge behavior, active days, churn, product penetration, bundle migration, channel performance and customer lifecycle metrics
  • Experience designing and executing customer lifecycle campaigns, preferably for HVC/VIP segments
  • Strong Excel and PowerPoint skills
  • working knowledge of BI dashboards, campaign management tools or analytics tools is a strong advantage
  • Experience with business cases, campaign briefs, KPI definition, business rules, SLA monitoring and performance reporting
  • Fluent business communication in English
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