AI Customer Value Management Manager

Become the architect of our next-generation customer engagement.

This role exists to lead a pivotal transformation: shifting Customer Value Management (CVM) from static, rule-based campaigns to dynamic, AI-augmented customer journeys.

The AI-CVM Manager will be the builder and owner of this evolution. You will bridge the gap between complex data/AI tools and real-world commercial impact. Your mission is to operationalize customer insights into hyper-personalized experiences, driving value even as we build our advanced AI capabilities from the ground up.

A. AI-Driven CVM Strategy & Execution

• Architect the Strategy: Own the end-to-end CVM strategy across the full lifecycle—Acquisition, Onboarding, Growth, Retention, and Win-back.
• Commercial Translation: Translate high-level business objectives into actionable, AI-ready CVM use cases.
• Focus on Impact: Champion high-impact, low-complexity AI initiatives first to prove value quickly.
• Journey Transformation: Lead the shift from sporadic "campaign blasts" to continuous, journey-centric customer engagement.

B. Customer Intelligence & Single Customer Truth

• Unify the Data: Collaborate with Data, IT, and CX teams to define and operationalize a "Single Source of Truth" for customer data.
• Holistic Insight: Ensure decisions leverage a full spectrum of data—behavioral, usage, network, and interaction history—moving beyond simple billing data.
• Consistency: Guarantee that all CVM decisions are grounded in one consistent user reality across the organization.

C. AI & Advanced Analytics Adoption (Practical Application)

• Bridge the Gap: Act as the vital translator between commercial business units and technical Data/AI teams.
• Operationalize AI: Apply machine learning outputs (churn scores, propensity models, segmentation) to real-world scenarios.
• Actionable Insights: Translate complex AI model outputs into clear, deployable actions for marketing campaigns.
• Iterative Growth: Foster a "Test, Learn, Scale" culture—prioritizing progress and iteration over immediate perfection.

D. Campaign & Journey Orchestration

• Lifecycle Design: Design and manage "always-on" CVM journeys that run automatically.
• Omnichannel Consistency: Ensure a seamless experience across self-care apps, assisted support, and outbound channels.
• Channel Innovation: Pilot and introduce new delivery channels to enrich customer communication.
• Smart Engagement: Reduce "campaign fatigue" through intelligent suppression rules, prioritization, and relevance scoring.

E. Vendor & Platform Collaboration

• Product Ownership: Act as the functional Product Owner for CVM and AI platforms.
• Strategic Partnership: Challenge vendors with sharp business questions to ensure we get value, not just software.
• Outcome Focus: Ensure platforms deliver measurable commercial outcomes, not just technical features.
• Tech Roadmap: Lead AI-CVM RFPs, pilot programs, and phased rollouts of new technology.

F. Capability Building & Change Leadership

• Evangelize AI: Upskill and inspire internal teams on AI-enabled CVM thinking and methodologies.
• Knowledge Sharing: Create simple playbooks and best practices to standardize success.
• Ethical AI: Promote transparent, ethical, and customer-centric usage of data.
• Continuous Learning: Model a learning mindset, staying ahead of trends in the emerging AI landscape.

G. Key Performance Drivers

• Grow the share of AI-native campaigns vs. traditional campaigns.
• Increase direct revenue contribution from CVM activities.
• Define and implement a roadmap of new AI-driven use cases.

Dimensions:

• Commercial Impact: Measurable increase in Retention rates and Customer Lifetime Value (CLTV).
• Customer Experience: Improvement in Customer Satisfaction (CSAT) and Trust scores.
• Efficiency: Increased Digital Adoption and call containment via proactive CVM.
• Innovation: Successful deployment and scaling of AI-native use cases.

Education

• Bachelor’s degree in Marketing, Business Analytics, Data Science, or a related field.

Core Experience

• 2-4 years of experience in CVM, CRM, Data Analytics, Growth Marketing, or Customer Experience (CX).
• Proven track record of understanding Customer Lifecycle Management.
• Hands-on experience executing targeted campaigns or designing customer journeys.
• High comfort level working with complex data sets, dashboards, and analytical outputs.
• Demonstrated ability to explain complex technical ideas in simple, persuasive business language.

Work Experience:

• Work Specialization
• AI/ML Exposure: Experience working with (or around) AI use cases such as Churn Prediction, Propensity Modeling, or Recommendation Engines.
• Industry Background: Experience in Telecom, Fintech, or Digital Services is highly preferred.
• Tech Stack: Familiarity with Campaign Management Systems (CMS), Customer Data Platforms (CDP), or CVM tools.
• Hybrid Skillset: Strong CVM fundamentals combined with high learning agility for new tech.

Specific Skills:

• Business & Commercial
  • Commercial Acumen: Strong intuition for what drives revenue and value.
  • Customer-First Mindset: Obsessed with the user experience.
  • Structured Problem Solving: Ability to break down complex challenges.
  • Execution: Outcome-oriented with a focus on getting things done.
• Data & AI Literacy
  • AI Realism: Understands the capabilities and limitations of current AI technology.
  • Interpretation: Can interpret model outputs and constructively challenge assumptions.
  • Experimentation: Comfortable designing A/B tests and iterating based on results.
• Ways of Working
  • Builder Mentality: Hands-on and eager to build processes from scratch.
  • Navigating Ambiguity: Thrives in evolving environments where answers aren't always clear.
  • Collaboration: Strong cross-functional team player.
  • Agility: Learns fast, adapts faster.
• External Work Relations
  • Vendors & AI Partners: Strategic alignment and performance management.
  • Axiata Group: Collaboration on regional best practices and benchmarks.
• Internal Work Relations
  • BI / Data Team: To align on data requirements and model development.
  • IT: To ensure systems integration and stability.
  • Product: To align CVM offers with the product roadmap.
  • Marketing: To ensure brand consistency and campaign timing.
• Key Challenges
  • Bridging the Gap: Balancing technical data readiness/system capabilities with urgent business requirements.
  • Cultural Transformation: Shifting the organization's mindset from manual execution to AI-trusting automation.

Why Join Smart?

At Smart, we don’t just connect people — we connect opportunities. Join a company that values innovation, collaboration, and growth. You’ll work with talented professionals in a dynamic environment where your ideas and leadership truly make an impact.

If you’re ready to lead the future of enterprise connectivity in Cambodia, we’d love to hear from you.

To apply, please complete the application form and upload your CV in DOC, DOCX, or PDF format (maximum file size: 3MB).

Alternatively, you may submit your CV directly to [email protected].

Please note that only shortlisted candidates will be contacted. We sincerely appreciate your time and effort in applying and look forward to reviewing your application.

If you have any questions, feel free to reach out to us at [email protected]