Job Description
Here at Three, we’ve done things differently since day one.We take the script and rip it up, we’re a big-hearted energetic bunch, striving for a better connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it… When these things combine, phenomenal things happen. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a supercharged and rich learning environment. We want you to become the best version of yourself.Join us as our Head of Customer Value ManagementYou will drive the CVM organization of one of Ireland's largest Telco Companies, guiding a team of 20+ in ensuring a virtuous value-driven management of the active customer base. You will define the vision and strategy together with the Director of Consumer and make sure that targets agreed are met through ad-hoc initiatives.This role is responsible for the definition, maintenance, and enablement of end-to-end ownership of the postpaid, prepaid, and broadband consumer base business vision, strategy, and outcomes via CVM planning & execution across traditional and digital channels, GTM on key business agendas/propositions for defined product types to drive deeper customer engagement on products and services through consumer insights, analytics-based approach, and favorably impact margin. You will drive a team of experienced experts across Campaign Operations, Loyalty, Impact Measurement, Scrum Master, and Segment Squad Lead managing 2-3 agile cross-functional squads.What else it involves:Set and manage the overall CVM strategy for Three's customer base across all base segments (Prepay and Billpay) and products (Voice, Broadband, and Accessories).Closely collaborate with the Director of Consumer, providing visibility over main progresses, achievements, decisions to take, and roadblocks requiring escalation.Ensure budgeted targets are met and initiatives launched generate expected impact.Proficiently interact with remaining company functions and stakeholders (e.g., IT, Digital, Finance) to ensure CVM is supported with the right set of enablers.Foster a collaborative and thriving environment where the team can successfully collaborate towards agreed objectives while working on their professional growth objectives.Define base business strategy and objectives and develop business plans for optimal revenue extraction from base while driving retention initiatives through traditional as well as digital channels.Monitor the progress and financials of business outcomes, communicating portfolio-level impacts to maximize rapid delivery of business value.Support and drive GTM on key business agendas/propositions and provide communication support of digital elements.Fuel innovations for future growth.Formulate CVM plan based on consumer insights/big data analytics and drive execution of the same to deliver key CVM objectives of driving customer engagement resulting in revenue growth and control in churn.The skills we are looking for:Business acumen and data-driven decision making.Trusted and respected leader who can influence, direct, and coach teams in line with the business mission, vision, and objectives.Agile, entrepreneurial management style, ability to navigate in uncertainty and being adaptive.Excellent analytical, strategic conceptual thinking, relationship building, and P&L management skills.Deep understanding of telecom and associated consumer insights to enable desired business outcomes.10 years of industry experience in CVM in a subscription-based business.Familiarity in leading cross-functional operative teams, designing customer journeys, and implementing multi-channel campaigns from end to end.Very strong analytical mindset, with previous relevant experience in data-driven decision making leveraging advanced analytics models.Strong problem solving, communication, and mentoring skills.Benefits of Working at Three:Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our office locations (3 days per week office based & 2 days working from home). Please see job description for the office location of this role.Competitive salary, annual performance bonus & pension contribution. 25 days holidays plus 2.5 company days.Annual Leave buy or sell (buy or sell up to 5 days AL each year).Healthcare Insurance through our flexible benefits programme.Access to learning & development tools such as LinkedIn Learning.Free on-site parking.You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. #Jobs -Apply now at: https://www.three.ie/careers #THREEThree Ireland is proud to be an equal opportunities employer. If you do not ‘tick every box’ in the job description above, there are likely other valuable attributes and skills you have that would make you a great fit for the team. If you feel this role is for you, then please apply! We are committed to equal employment and growing a diverse workforce.We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status, civil status or membership of the traveler community, and we want our teams to reflect this!If you require reasonable adjustments at interview, please let us know when scheduling your interview, or alternatively please email recruitment.support@three.ieThree Ireland (Hutchison) Limited. 28/29 Sir John Rogerson's Quay, Dublin 2. VAT Registration Number IE6336982T #J-18808-Ljbffr