CVM Manager, Retention

About the role

We are looking for a commercially sharp, data-driven Customer Value Management (CVM) Manager, Retention to drive lifecycle revenue growth, base monetization, and churn mitigation for our new digital telco brand in the MENA region. This role focuses on maximizing customer lifetime value through targeted engagement strategies, personalized offers, and rigorous campaign performance management across digital channels. The ideal candidate combines deep telco lifecycle experience with strong analytics, automation familiarity, and a proactive ownership mindset to deliver measurable base uplift and retention improvements. What you'll be responsible for: Customer lifecycle management: Own the end-to-end strategy and execution of retention and upsell programs across the customer lifecycle, such as onboarding, growth, renewal, and reactivation Revenue uplift programs: Develop and implement ARPU-enhancement initiatives, from intelligent packaging, personalized offer orchestration to contextual upsell logic Campaign strategy & execution: Design, launch, and optimize high-frequency below-the-line (BTL) CVM campaigns via CRM, SMS, push notifications, and in-app messaging Segment optimization: Develop robust behavioral, value-based, and usage-based segmentation frameworks to power precision targeting to support in crafting tailored propositions based on usage patterns, tenure, recharge behavior, and churn risk signals Churn management and mitigation: Proactively identify at-risk segments using churn prediction models and develop pre-emptive interventions; manage win-back strategies for dormant and lapsed users, ensuring channel and message effectiveness Performance monitoring & insights: Track and report on CVM campaign KPIs including incremental revenue uplift, churn reduction and reactivation rates; deliver daily, weekly and monthly insights and actionable recommendations to senior leadership based on base performance Cross-functional stakeholder alignment: Partner with Data, Tech, and Product teams to implement automation and decisioning logic across lifecycle journeys

Requirements

• Bachelor's degree in Business, Economics, Engineering, or related fields (MBA preferred)
• 6+ in B2C customer lifecycle, CVM, or base management in telco or digital consumer businesses or startups
• Strong grasp of telco KPIsand commercial value drivers
• Hands-on experience with campaign management tools, data platforms and visualization tools (e.g., SQL, Excel, or Tableau).
• Proven track record in revenue and retention optimization through data-driven engagement strategies
• Comfortable working cross-functionally and influencing across Product, Tech, and Commercial teams
• Experience in the MENA telecom market is strongly preferred
• Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.
• Data Protection and Privacy Statement
• By submitting an application for this position, you, as the applicant, or your authorised representative(s), consent to Circles' Candidate Data Protection and Privacy Policy . You also agree to the collection, use, and/or disclosure of your personal data by

Additional Information

Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos. Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally. Besides its SaaS business, Circles operates three other distinct businesses: Circles.Life : A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles ' SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity. Circles Aspire : A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide. Jetpac : Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year. Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.

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