Head of Customer Value Management

Head of Customer Value Management (CVM)

Location: Port Moresby, Papua New Guinea

An established market-leading organisation in Papua New Guinea is seeking an experienced Head of Customer Value Management (CVM) to lead the optimisation of customer engagement, retention and value across a large consumer customer base.

This is a highly commercial and hands-on CVM leadership role, suited to someone who enjoys getting into customer data, segmentation and campaign performance rather than simply managing a team.

The Opportunity Working within the Commercial leadership team, the Head of CVM will take ownership of an established CVM function and identify opportunities to further improve customer retention, activity, ARPU and revenue.

The business operates across a large B2C customer base, providing significant scope to use customer behaviour, segmentation and automated campaigns to drive measurable commercial outcomes.

You will lead a small team of CVM specialists/analysts while remaining directly involved in campaign analysis, design and optimisation.

Key Responsibilities

• Lead the organisation's CVM strategy and execution.
• Develop and optimise customer lifecycle strategies across onboarding, growth, retention, loyalty, reactivation and win-back.
• Analyse customer behaviour and segment customers to identify commercial opportunities.
• Design and optimise targeted retention, upsell, cross-sell and reactivation campaigns.
• Develop behavioural triggers and automated customer interventions.
• Reduce customer churn and improve retention.
• Drive ARPU, customer activity, product adoption and incremental revenue.
• Measure campaign effectiveness and continually refine offers and customer journeys.
• Identify gaps within existing CVM processes and implement improvements.
• Lead, coach and develop a small local CVM team.
• Collaborate closely with Marketing, Digital, Business Intelligence, Technology, Customer Care and Finance.

About You

The priority for this appointment is strong, practical CVM experience and demonstrated commercial results.

Ideally, you will bring:

• 5+ years' experience in CVM, CRM, retention, loyalty or customer lifecycle management.
• Strong hands-on experience in customer segmentation, campaign design and optimisation.
• Demonstrated success reducing churn and increasing customer revenue or value.
• Experience managing large-scale, data-driven customer campaigns.
• Understanding of automated CVM/CRM platforms, customer triggers and campaign processes.
• Strong analytical, commercial and problem-solving capability.
• Experience leading and developing a small team while remaining operationally hands-on.
• A relevant tertiary qualification.

Telecommunications experience, particularly within a prepaid mobile environment, would be highly regarded but is not essential.

Candidates from other high-volume B2C environments involving regular customer activity, repeat purchasing, retention and measurable churn will also be considered. Relevant sectors could include banking, financial services, fintech, digital payments and subscription-based businesses.

The Person This position requires someone who can look beyond simply operating existing campaigns and determine what needs to change and why.

You will be comfortable analysing different customer segments, identifying behavioural patterns and developing targeted interventions that generate measurable improvements in customer activity, retention and revenue.

You will combine strategic thinking with the willingness to personally work through campaign performance, segmentation and customer data.

Papua New Guinea The position is based in Port Moresby and represents an opportunity to take on a commercially significant role within a large and complex emerging market.

Applications are welcomed from suitably experienced PNG nationals and international candidates. For expatriate candidates, the organisation is open to both individual and family relocation.

An attractive expatriate package is available, including net salary, accommodation, vehicle access and additional expatriate benefits, with the final package determined according to experience and circumstances.

Candidates considering relocation should have a genuine interest in living and working in Papua New Guinea and be prepared to make Port Moresby their primary base.