About the Role

We are seeking a dynamic Customer Value Chain Manager to transform our internet connectivity services into meaningful, high-value customer relationships. You will own the end-to-end customer journey—from onboarding to service delivery —ensuring seamless experiences, strong revenue performance, and long-term customer loyalty.

Key Responsibilities

• Drive customer retention strategies and proactively reduce churn
• Monitor and optimize customer value, revenue performance, and billing accuracy
• Implement initiatives to reduce payment delinquency and improve collections
• Continuously improve the end-to-end customer journey and service experience
• Lead the adoption of Value-Added Services (VAS) to grow ARPU
• Lead collaborative efforts across Commercial, Technical and Customer Experience teams to meet customer’s expectations
• Manage and align customer communication strategies

KPIs

• Customer Retention Rate
• ARPU growth
• Collection efficiency / delinquency rates
• Customer satisfaction (CSAT/NPS)
• VAS (Value Added Services) adoption rates
• Billing accuracy and dispute resolution time

What We’re Looking For

• Bachelor’s degree in Finance, Marketing or a related field
• 5+ years’ experience in telecom/ISP operations, billing or customer retention & value management
• Strong analytical skills with experience in CRM, data analytics and reporting tools
• Proven ability to drive cross-functional collaboration
• Customer-centric mindset with a focus on operational excellence

Why Join Us

• Opportunity to shape the customer experience strategy
• Work in a fast-growing, technology-driven environment
• Play a key role in driving revenue growth and customer satisfaction

• Drive customer retention strategies and proactively reduce churn
• Monitor and optimize customer value, revenue performance, and billing accuracy
• Implement initiatives to reduce payment delinquency and improve collections
• Continuously improve the end-to-end customer journey and service experience
• Lead the adoption of Value-Added Services (VAS) to grow ARPU
• Lead collaborative efforts across Commercial, Technical and Customer Experience teams to meet customer’s expectations
• Manage and align customer communication strategies

• Strong analytical skills
• Experience in CRM
• Data analytics
• Reporting tools
• Cross-functional collaboration
• Customer-centric mindset
• Operational excellence

• Bachelor’s degree in Finance, Marketing or a related field
• 5+ years’ experience in telecom/ISP operations, billing or customer retention & value management