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CVM Loyalty & Retention Manager
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 30/11/2025
Job overview
Date posted
16/10/2025
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
30/11/2025
Job description
The CVM Loyalty & Retention Manager for Virgin Mobile (du HQ, United Arab Emirates) owns end-to-end churn reduction, loyalty strategy, and retention execution across mobile and home wireless segments. Accountabilities include monitoring and analyzing churn metrics; identifying churn drivers such as service issues, pricing, and competition; designing, launching, and managing loyalty programs and rewards schemes to increase engagement, satisfaction, and lifetime value; and conducting competitive benchmarking to ensure differentiated loyalty offerings. The role integrates loyalty initiatives across marketing, product, customer service, and digital channels; segments the base by usage patterns, tenure, value, and behavior; develops personalized communication/treatment strategies for high-value, inactive, and at-risk cohorts; and partners with CRM/data teams to ensure timely, relevant, consistent touchpoints. Campaign leadership spans planning, execution, and optimization of retention and loyalty programs via SMS, email, app notifications, and direct contact; offer and promotion management (value propositions, pricing, bundling, incentives); and a test-and-learn approach with pilots and A/B tests to track effectiveness and scale winners. The manager builds predictive models or scorecards to flag customers at risk and deploys proactive save strategies; gathers and analyzes customer feedback (surveys, NPS, complaints); identifies and resolves journey friction points by working cross-functionally; and drives improvements in satisfaction, service reliability, and support channels. Performance responsibilities include defining and tracking KPIs such as churn rate, retention rate, lifetime value (CLV), loyalty participation, NPS, and ARPU; building dashboards and reports for senior management covering trends, insights, and ROI; and using data to guide strategy, prioritization, and resource allocation. The role collaborates with Marketing, Product, Finance, Customer Service/Care, Digital, Operations, and external vendors/agencies (loyalty program and analytics providers) to align on objectives and coordinate offers and communications across channels. Budget ownership covers loyalty/retention spend versus return, managing internal/external resources, and forecasting revenue impact and costs. Continuous innovation includes tracking industry trends and competitor moves, proposing and piloting new tools or models (e.g., gamification, app features, partnerships), and benchmarking Virgin Mobileâs loyalty and retention practices to remain cutting edge. Qualifications include a bachelorâs degree (or equivalent) in telecom marketing/sales/related field; a minimum of 3 years of relevant work experience with at least 5 years in Telecommunications or eCommerce; strong knowledge of Telecom or eCommerce; proficiency with CVM and campaign management systems; customer orientation and attention to detail; integrity and professional standards; results focus; understanding of data processing and database technologies; foundational KPI knowledge (definitions, links, impacts); analytics knowledge; multi-channel campaign execution; and campaign ROI measurement. Competency expectations (Level 3 of 5) include thinking strategically, achieving tangible results, leading breakthrough change, exceeding customer expectations, nurturing/inspiring/motivating, and targeting winâwin outcomes.
Required skills
Key responsibilities
- Monitor and analyze churn metrics to identify drivers (service issues, pricing, competition) and prioritize segment-specific interventions across mobile and home wireless.
- Design, launch, and manage loyalty programs and rewards schemes that increase engagement, satisfaction, and customer lifetime value, informed by competitive benchmarking.
- Create predictive models or risk scorecards to identify at-risk customers and implement proactive retention strategies and save offers.
- Segment the customer base by usage, tenure, value, and behavior and develop personalized treatments and communications for high-value, inactive, and at-risk segments.
- Lead planning, execution, and optimization of retention and loyalty campaigns via SMS, email, app notifications, and direct contact, managing offers, pricing, bundling, and incentives.
- Run pilots and A/B tests, track effectiveness and ROI, iterate based on insights, and scale high-performing campaigns.
- Integrate loyalty initiatives with marketing, product, customer service, and digital channels to ensure coordinated, consistent customer experiences.
- Gather and analyze customer feedback (surveys, NPS, complaints), identify journey friction points, and drive cross-functional fixes to improve satisfaction and reliability.
- Define and track KPIs (churn, retention, CLV, loyalty participation, NPS, ARPU), build dashboards and executive reports, and translate insights into prioritization and resource allocation.
- Work with CRM/data teams to ensure relevant, timely, and consistent customer touchpoints and accurate audience selection for campaigns.
- Collaborate with Marketing, Product, Finance, Customer Care, Digital, Operations, and external vendors/agencies to align objectives and coordinate offers and operations across channels.
- Own the loyalty/retention budget, track spend versus return, manage internal teams and vendors, and forecast revenue impact and program costs.
- Continuously monitor industry trends and competitor loyalty practices, propose innovative initiatives (e.g., gamification, app features, partnerships), and benchmark to keep practices cutting edge.
Experience & skills
- Bachelorâs degree or equivalent in telecom marketing, sales, or a related field.
- Minimum 3 years of relevant work experience with at least 5 years in Telecommunications or eCommerce.
- Excellent knowledge of Telecom or eCommerce and strong CVM and campaign management systems expertise.
- Proven ability to gather and analyze customer data, understand data processing and database technologies, and apply analytics to drive retention decisions.
- Demonstrated execution of multi-channel campaigns (SMS, email, app notifications, direct contact) with ROI measurement and KPI fluency (churn, retention, CLV, NPS, ARPU).
- Strong objective-driven mindset, attention to detail, high personal integrity, and customer-oriented approach.
- Ability to think strategically, lead change, achieve tangible results, exceed customer expectations, motivate teams, and target winâwin outcomes (Level 3 of 5 across stated competencies).