du
CVM Loyalty & Retention Manager
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
- Urgent
Job expiry date: 14/02/2026
Job overview
Date posted
31/12/2025
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
14/02/2026
Job description
The CVM Loyalty & Retention Manager at Virgin Mobile UAE is responsible for driving customer retention, reducing churn, and maximizing customer lifetime value through data-driven Customer Value Management (CVM) strategies. Operating within the telecommunications and digital mobile services domain under the du umbrella, the role focuses on designing and executing loyalty programs, retention campaigns, and personalized customer engagement initiatives across mobile and home wireless segments. The position involves deep analysis of churn drivers, creation of predictive models and scorecards to identify at-risk customers, and proactive retention strategies. The role integrates loyalty initiatives across marketing, product, customer service, digital channels, and operations while managing budgets, forecasting revenue impact, and ensuring strong ROI. The manager continuously monitors performance KPIs such as churn rate, retention rate, CLV, NPS, and ARPU, builds dashboards and reports for senior management, collaborates cross-functionally with internal teams and external vendors, and pilots innovative loyalty and gamification initiatives to keep Virgin Mobile competitive in the UAE telecom market.
Required skills
Key responsibilities
- Monitor and analyze customer churn metrics and identify churn drivers including service issues, pricing, and competitive factors
- Develop, implement, and measure churn reduction initiatives and retention campaigns across mobile and home wireless segments
- Create predictive models and scorecards to identify customers at risk of leaving and deploy proactive retention strategies
- Design, launch, and manage loyalty programs and rewards schemes to increase engagement, satisfaction, and customer lifetime value
- Conduct competitive benchmarking to ensure loyalty offerings are differentiated and compelling
- Integrate loyalty initiatives across marketing, product, customer service, and digital channels
- Segment customer base by usage, tenure, value, and behavior to tailor loyalty and retention offers
- Develop personalized communication and treatment strategies for high-value, inactive, and at-risk segments
- Plan, execute, and optimize multi-channel retention and loyalty campaigns including SMS, email, app notifications, and direct contact
- Manage offers and promotions including value propositions, pricing, bundling, and incentives
- Run pilot programs and A/B tests, measure effectiveness, and scale successful initiatives
- Collect and analyze customer feedback including surveys, NPS, and complaints to identify churn drivers
- Identify friction points in the customer journey and work cross-functionally to resolve them
- Define and track KPIs including churn rate, retention rate, CLV, loyalty participation, NPS, and ARPU
- Build dashboards and reports for senior management highlighting trends, insights, and ROI
- Collaborate with Marketing, Product, Finance, Customer Care, Digital, and Operations teams to align retention objectives
- Manage loyalty and retention budgets, forecast revenue impact, and oversee internal teams or external vendors
- Stay current with industry trends, digital loyalty tools, and competitive practices to propose innovative retention initiatives
Experience & skills
- Bachelor's degree or equivalent in telecom marketing, sales, or a related field
- Minimum of 3 years of relevant work experience with at least 5 years in telecommunications or eCommerce
- Strong knowledge of Customer Value Management (CVM) and campaign management systems
- Understanding of telecom or eCommerce business models and customer lifecycles
- Knowledge of data processing and database technologies
- Fundamental understanding of KPIs related to retention, loyalty, and revenue
- Experience executing multi-channel campaigns and measuring campaign ROI
- Knowledge of analytics and customer insight generation
