CVM Officer
- Plaine Wilhems
- Not disclosed
- Permanent
- Added 09/02/2026
- Closing 11/03/2026
- Head Of HR
To support the CVM team in designing and implementing targeted segmented campaigns with the aim of increasing customer loyalty and retaining business, hence helping the Product team in achieving the business KPIs.
Main Duties and Responsibilities:
- Responsible for the implementation of targeted campaigns in campaign management tool based on predefined business rules.
- Analyse customer data and behaviour to identify segmentation opportunities that improve retention and loyalty.
- Collaborate closely with Product teams to ensure campaigns support product KPIs.
- Track campaign performance, prepare reports, and provide insights and recommendations for optimization.
- Ensure all of the telecalling activities are executed in a correct, accurate and timely manner.
- Ensure accurate reporting and monitoring of Prepaid & Postpaid Mobile and HBB churn figures.
- Follow up and closure of cases escalated to CVM team on CRM and iCRM.
- Participate in enhancing the actual prepaid, postpaid and Home Broadband processes for a better customer experience.
- Ensure the timely management & closure of escalated requests/ complaints/ retention for mobiles and Home Broadband through CRM or emails as per defined SLAs
- Identify areas for improvement of customer touch points and overall customer experience.
- Any related other cognate duties as instructed by the Head of product team.
Required Qualifications and Experience:
- Minimum tertiary degree holder in Business Management or any other related field
- Minimum two (2) years of work experience in similar role
Required Skills and Aptitudes:
- Dynamic, flexible with excellent customer enhancement skills
- Ability to think outside the box and be creative
- Able to be self-motivated and work in a team
- Effective time management and deliver efficiently as per deadlines set
- Analytical skills
By submitting your personal data to Emtel Ltd, you acknowledge having read and consented to Emtel’s Recruitment Privacy Notice (https://www.emtel.com/recruitment-privacy-notice) which is subject to Emtel’s Privacy Policy (https://www.emtel.com/privacy-policy).
Emtel Ltd reserves the right to call only the best candidates for interview and not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.
