CVM Manager

At Digicel Pacific, we’re on the lookout for dynamic individuals to join our expanding team. If you thrive in a fast-paced telecommunications environment and meet the desired qualifications, we’d love to hear from you!

We are currently seeking a highly motivated CVM Manager to join our Hub Commercial Team at the Nabua office, reporting to the Head of CVM & CX. This is an exciting opportunity to be part of our growth and innovation!

This role requires to lead Customer Value Management (CVM) across hub markets by translating commercial opportunities and customer insights into data-driven strategies, lifecycle programs, and targeted campaigns that reduce churn, grow ARPU, and maximize customer lifetime value. The role also drives digital adoption and transformation to deliver top-line growth and optimize costs, while ensuring strong governance across segmentation, analytics, campaign execution, and platform capabilities.

Core responsibilities:  

CVM Strategy, Governance & Planning:

• Define and drive CVM strategy across retention, upsell, and cross-sell initiatives aligned to commercial objectives.
• Identify key commercial opportunities and customer risks (churn, value erosion, low engagement) using market insights and analytics.
• Establish and enforce CVM governance frameworks, including segmentation standards, lifecycle design, campaign principles, and performance tracking.
• Lead development and continuous evolution of lifecycle programs (onboarding, growth, retention, reactivation).
• Drive adoption of data-driven decisioning frameworks including Next Best Offer (NBO) across markets.
• Lead the design and optimization of customer loyalty and rewards programs to drive engagement, retention, and customer lifetime value

Customer Analytics, Segmentation & Insights Oversight:

• Provide oversight on customer analytics, ensuring robust segmentation (value-based, behavioural, lifecycle) is in place and effectively utilized.
• Review key insights on customer behaviour, segment movement, churn drivers, and ARPU trends to guide strategic interventions.
• Oversee development and application of propensity models (churn, upsell, bundle, device upgrade).
• Ensure insights are translated into actionable strategies and embedded into campaign planning and execution.
• Oversee QoS analytics to identify related churn drivers and drive targeted interventions to improve early lifecycle retention.

Campaign Management & Execution Oversight:

• Oversee end-to-end planning and execution of CVM campaigns across markets, ensuring alignment to strategy and lifecycle priorities.
• Define campaign frameworks including triggers, contact policies, and targeting logic to optimize customer experience and outcomes.
• Monitor campaign performance (take-up, ROI, incremental revenue) and drive continuous optimization through teams.
• Ensure consistent execution of lifecycle programs across markets, with clear accountability and timelines.
• Step in on key campaigns or strategic initiatives where deeper involvement is required.
• Drive adoption of digital channels (e.g., MDA, Mycash, DTV) as primary CVM engagement and redemption platforms, reducing reliance on traditional USSD and improving customer experience and cost efficiency
• Work with cross-functional teams such as S&D, Marketing etc. to aid incremental penetration and performance of CVM initiatives

Performance Management & Stakeholder Leadership:

• Oversee CVM reporting and dashboards, ensuring accuracy, consistency, and visibility of key metrics across markets.
• Track and govern performance against key KPIs including churn, ARPU, campaign ROI, and customer engagement.
• Translate insights into clear strategic direction and recommendations for business improvement.
• Act as the central link between Strategy, Analytics, Execution, and Market teams, ensuring alignment and accountability.
• Provide leadership, direction, and support to teams, while influencing broader commercial decisions through data-driven insights.

Academic qualifications, Experience & Skills required for this role:

• Strong commercial acumen with focus on revenue growth and customer value.
• Advanced analytical and problem-solving skills.
• Strong stakeholder management and cross-functional leadership ability.
• Ability to translate data into strategy and execution plans.
• Strong project management and organizational skills.
• Excellent communication and presentation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proactive, self-driven, and results-oriented mindset.

Why Join Us?

We foster an innovative work culture that encourages fresh ideas, offering a competitive compensation package with benefits like medical and life insurance, a mobile handset, call credit, staff Unwired internet & Sky Pacific plans, study leave, a recharge day for relaxation, and many more exciting perks for the right candidate!

Think you’re the perfect fit? Don’t miss out - click "Apply Now" by 5pm on Sunday, May 10, 2026! Be sure to attach your cover letter, the latest version of your resume, referee details, and copies of your required qualifications. Ready to join the team? We can’t wait to hear from you!

Note: We’re only accepting online applications - no hard copies or emails will be considered.

Digicel Central Resources (Fiji) Limited is an Equal Opportunity Employer