Postpaid & Fibre CVM Specialist

Job Description

As a Telecom Specialist in Customer Value Management (CVM), you will drive customer lifecycle strategies across acquisition, growth, retention, and win-back. This role requires a blend of commercial thinking, customer analytics, and campaign execution to deliver targeted propositions that maximize customer lifetime value. You will collaborate cross-functionally to develop and optimize CVM programs that are data-driven, timely, and relevant. This is a hands-on role that blends marketing science with commercial outcomes.

Responsibilities

• Leverage customer data and analytics to generate actionable insights, identifying opportunities for customer growth and revenue enhancement.
• Develop and execute data-driven CVM programs across the customer lifecycle to improve acquisition quality, increase product holding, reduce churn, and drive ARPU uplift.
• Monitor, analyze, and interpret customer usage, churn behavior, and segment performance to identify new opportunities for targeted campaigns.
• Translate insights from analytics into compelling campaign briefs and offers, balancing business impact with customer relevance.
• Align and work closely with cross-functional teams including Product, GTM, Digital, and Channel teams to ensure accurate and seamless execution of CVM campaigns across all customer touchpoints.
• Leverage campaign tools, decision engines, and automation platforms to ensure scalability and timeliness of outreach.
• Map customer journeys to identify pain points and create interventions that improve customer satisfaction.
• Track campaign performance metrics across the various channel funnels, such as reach, take up, uplift, opt-out rate, and incremental revenue to continuously optimize and iterate on strategy.
• Champion personalization and contextual relevance in communication strategies using available data signals, AI and machine learning models.
  
  

Requirements

• Minimum 5–7 years' experience in CVM, customer marketing, analytics, or commercial roles within telecom, tech, or digital services.
• Strong understanding of customer segmentation, lifecycle management, and customer communication
• Experience working with customer data, campaign performance tracking, and analytical dashboards.
• Familiarity with telecom KPIs such as ARPU, churn, net adds, usage and revenue metrics
• Strong collaboration and communication skills to influence across teams (Marketing, Product, Digital, Channels, Analytics).
• Comfortable working with large datasets and deriving actionable insights in partnership with analytics teams.
• Experience with campaign automation platforms (e.g., Salesforce, Adobe Campaign, Unica, or similar) is an advantage.
• Strategic thinking, with the ability to think ahead, anticipate problems, issues and solutions.
  
  

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.

At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team.

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

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CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.