CVM Specialist: High Value

Skip to main contentCareersDashboardProfileEnglishJoin Talent NetworkSign InSingle PositionIf we can connect, we can create a better future. Join us.View All JobsCVM Specialist: High ValueKinshasa, Congo, the Democratic Republic of the This role is no longer accepting applicationsRequisition ID285732Date posted06/25/2026Role purpose Own the end-to-end CVM management of the High Value and VIP customer segments, with clear accountability for protecting customer value, growing customer lifetime value and improving segment engagement. The role is responsible for identifying, preventing and reversing HVC/VIP churn and downgrade, accelerating upgrade into HVC/VIP, increasing ARPU through relevant upsell and cross-sell, and orchestrating personalized lifecycle journeys across outbound, inbound, digital, customer care and loyalty channels.Key accountabilities and decision ownership 1.    Strategy•    Develop and Drive strategy to grow and retain the High & VIP user’s base. Identify opportunities to increment value. •    Develop and drive a strategy to achieve maximum penetration and adoption of products & services into High & VIP segments. Build monthly and quarterly plans to defend, grow and deepen the High Value and VIP customer base. •    Translate segment insights into actionable commercial priorities, propositions, journeys and NBA use cases.2.    Upgrade, downgrade and segment migration management•    Track daily, weekly and monthly movement into and out of HVC/VIP segments, including upgrades, downgrades, value leakage and recovery.•    Design upgrade journeys for near-HVC customers with high potential, using ARPU, usage, recharge frequency, product affinity, device, network and engagement signals.•    Design downgrade prevention journeys for HVC/VIP customers showing declining spend, reduced active days, shrinking wallet share, lower bundle size or reduced channel engagement.•    Define customer eligibility and offer guardrails for migration, ensuring that upgrade offers are profitable and downgrade/discount actions protect long-term value.3.    Churn prevention, retention and reconnection•    Own churn reduction initiatives for HVC/VIP customers, including proactive retention, dormancy prevention, early warning triggers and win-back journeys.•    Use churn scores, behavioral rules, complaints, network experience, recharge gaps, competitor signals and usage decline to prioritize interventions.•    Develop differentiated save offers and care actions based on CLV, risk level, expected uplift, intervention cost and strategic importance.•    Monitor reconnection and recovery performance for HVC/VIP customers and ensure learnings are fed back into the retention strategy4.    Value growth: upsell, cross-sell and share-of-wallet expansion•    Drive HVC/VIP ARPU and margin growth through relevant upsell, cross-sell and bundle migration journeys across voice, data, digital services, M-Pesa and loyalty.•    Develop next best action and next best offer use cases for HVC/VIP customers, aligned to customer needs, lifecycle stage and usage behavior.•    Identify value pools and commercial gaps by product holding, bundle size, recharge pattern, device capability, and region.•    Ensure offers do not only maximize short-term take-up but also improve long-term engagement, product penetration, margin and customer lifetime value.Customer engagement, loyalty and experience Create a differentiated engagement calendar for HVC/VIP customers, combining commercial, education, anniversary, usage stimulation and value-recognition journeys. Partner with Loyalty to increase enrollment, active usage, tier progression and reward redemption among HVC/VIP customers.Work with Customer Care, Digital, Network, CX and Sales teams to identify and resolve key HVC/VIP pain points affecting churn, NPS, complaints and downgrade.Ensure High Value and VIP customers receive relevant, timely and respectful communications, avoiding over-contact, irrelevant offers and...