Head – Customer Value Management (CVM)

Job description

DEPARTMENT : Airtel Money

VACANCY : Head – Customer Value Management (CVM)

LEVEL : Senior Manager

LOCATION : Lusaka, HQ

JOB PURPOSE

To lead the design of data-driven lifecycle management strategies, personalized customer journeys, targeted campaigns and commercial initiatives that maximize customer lifetime value while improving customer experience and reducing churn. Working closely with Commercial, Product, Digital, Technology, Sales, Customer Experience and Data Analytics teams, the incumbent ensures that Airtel Money customers receive relevant offers and communications that increase product adoption and transaction frequency.

CORE RESPONSIBILITIES ARE:

• • Design customer engagement strategies that improve transaction frequency and wallet share.
• • Identify growth opportunities across consumer, merchant and enterprise segments.
• • Develop customer segmentation models based on behavioral, demographic and transactional data.
• • Lead personalized marketing initiatives using customer insights.
• • Create targeted offers for different customer segments.
• • Continuously refine segmentation strategies based on customer behaviour and business performance.
• • Lead the planning and execution of end-to-end customer campaigns.
• • Manage cross-sell and upsell initiatives across Airtel Money products.
• • Optimize campaign effectiveness through testing and continuous improvement.
• • Identify new customer engagement opportunities.
• • Benchmark global Airtel Money CVM best practices.
• • Introduce innovative campaigns and digital engagement initiatives.
• • Champion AI-driven personalization and predictive analytics capabilities.

REQUIREMENTS

Educational Qualifications & Functional / Technical Skills

• • Bachelor’s Degree in Marketing, Business Administration, Economics, Statistics, Information Systems or a related discipline.
• • A Master’s Degree (MBA or related field) will be an added advantage.
• • Member of the Zambia Institute of Marketing (ZIM).

Relevant Experience:

• • Atleast 8–10 years relevant experience in Marketing, Customer Value Management, Commercial, Product Management or Digital Business.
• • At least 5 years in a senior leadership role, preferably within telecommunications, fintech, banking or digital financial services.
• • Demonstrated success in driving customer growth, retention and revenue through data-driven marketing initiatives.
• • Experience managing CRM platforms, campaign management tools and customer analytics.
• • Proven track record of leading cross-functional teams and delivering commercial outcomes.

COMPETENCIES REQUIRED FOR THE POST

• • Problem solving and analytical skills, result oriented.
• • Able to work within and manage a team of professional, guiding and coordinating towards achieving common objectives.
• • Networking ability – Internal & External
• • Self-starter with strong business judgment who can initiate action and follow through with welldefined solutions and action plans.
• • The ability to effectively communicate technical concepts to non-technical clients at all levels of the organization.

CLOSING DATE

Suitable candidates requested to apply by sending through their CV’s to Apply NowThe closing date for receiving applications is Wednesday, 26th August 2026.

Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, disability, ethnic grouping.

Kindly note that due to the high volume of applications received, only shortlisted candidates will be contacted.