Role Title:Head of CVM – Consumer Fixed and TVBusiness Area:eir CSBAbout This Role:The Head of Customer Value Management is a key role within the CSB team. This person is responsible for the management of Consumer Fixed and TV churn, through delivery of both churn and related revenue targetsThe role will lead in the development of all CVM strategies to minimise customer churn, through detailed analysis of churn drivers, implementation of corrective measures and execution of customer communications as requiredThe role will work with all stakeholders to optimise customer life-time value, through the management of retention discounts and re-contracting strategies.The role will support the SMB Commercial Team in the delivery of CVM targets, ensuring strategies, commercial activities and best practices are aligned.Expectations From The Role:Deliver the Churn KPI for CSBChurn:Deliver the fixed line churn KPI's targetsDevelop remediation initiatives to mitigate churn from high risk customers, including optimise re-contracting strategies across all channelsIdentify indicators leading to involuntary churn; develop initiatives with Collections and Commercial teams to reduce.Work closely with CVM teams / recontracting channels to gather insights from calls, customer activity, offer accepts etc., to identify any threats and make remedial plans.Manage the Competitor Comparison to monitor our Recontracting offers v's the market and provide defence plans / build business cases etc.Further develop plans to maximise churn reduction opportunities at all touch-points - inbound, outbound, care, retail and online/ eir appWork closely with the Head of Campaign Planning to develop and execute campaigns aimed at churn prevention and revenue protectionProvide insights to the Commercial team on customer porting, developing and implementing defence activities across all customer touch points.Own and drive the CVM strategy with key stakeholders across Fixed and Mobile base including focus on tariff mix and speed profiles / upgrades.Responsible for churn forecasting, budgeting and reporting.Manage all customer communications related to the ION migrations for Fixed and TV customers, to minimise customer contracts, churn and revenue leakage.Working with product and pricing develop communications, contact strategies and plans.CostManage Retention budget & ARPU:Responsible for delivering ARPU through careful management of the Average price per recontract, Save Offers / discounts across recontracting channels.Identify CVM activities for maximising revenue growth and minimising any revenue dilution from customer re-contracting.Work closely with analytics to report on base mix, churn actuals and build reporting to reflect performance / deliver insights.Drive the CVM strategy through the Care call centres, the eir app, and other recontracting channels including managing briefing, evaluation and ensuring that inbound and outbound retention save rate targets are delivered, using appropriate tools and offers to save customers.Worked closely with Customer Ops to ensure business processes, training and performance management activities are in place to optimise use of retention discounts.CommunicationOwn all customer BTL comms:Responsible for ensure all direct communications to customers, either automated or through campaigns, is line with commercial and brand guidelines.This role will lead on the communications planning and execution for CSB, where projects overlap with Mobile and/or SMB (e.g. Migrations, Pricing, Billing Issues)Work with Care team to on communication strategies to reduce customer contacts.PeoplePeople management/ Stakeholder engagement:Manage relationships with various internal and external customers/vendors that impact the customer base.Build and maintain relationships within key business areas across eir and third-party suppliers e.g. Digital, Customer Ops, Marketing, IT, Legal, Regulatory, Compliance and other points of contact where necessary.Liaise with wider eir marketing team to ensure strategy and activity in line with overarching marketing activity.Others:About EirOur purpose is to connect for a better Ireland.Our ambition is to be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.Our new values and behaviours reflect both who we are and who we strive to become. They are the way that we bring our purpose to life in eir.We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.If successful in the interview process, eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.