Roma, IT
CVM and Digital Specialist
Customer Value Management Specialist
Consumer/Customer Value Management
This position is about to manage Telepass CB
You will be involved in every aspect of customer base management in order to increase value and prevent customer churn through monthly outbound campaigns and inbound customer base management. To achieve your objective you will have to interact with all Telepass departments involved in customer base management including Sales&Marketing, DAM, IT, Finance & Legal.
You will play an active role in innovating and executing campaigns and new experiences to delight customers and prevent churn though all Customer Journey.
You will be involved for budget planning and forecasting. You will partecipate in target setting and ongoing monitoring.
Key accountabilities
- Design and implement Outbound campaigns and Inbound customer base management to increase ARPA and prevent churn
- Design and negotiate Business Cases to support CB management/campaigns or processes that need to be launched, renewed or replaced
- Assess and analyse progress against churn forecasts
- Identifying root causes for negative gaps vs forecast and implement quick and effective mitigating actions
- Actively develop and execute best customer base life cycle experience to improve/innovate/simplify customer journey and delight them excelling on NPS
Core competencies
- Preferably a degree in economics or engineering
- 2+ years of experience
- Highly analytical and hands-on attitude
- Strategic thinking to innovate CB management on behalf of our customers
- Willingness to learn and teamwork
- Strong confidence with budget and planning analysis, able to design and defend a Business Case within a complex stakeholders audience
- Strong communications skills, comfortable interfacing with different audiences of varied levels of seniority7
Based in Rome (Ibrid)