The Customer Value Manager will play a pivotal role in establishing d.light as a leader in customer centricity within the industry, driving increased customer engagement, satisfaction & loyalty by optimizing all customer touchpoints with the company along their customer journey. They will enhance the company’s value proposition, ensure all OpCos are delivering a cohesive customer experience leading to sustained improvements in customer repayment, upsell opportunities & conversion rates. They will be responsible for the design, testing, project management, analysis & reporting of initiatives and strategies that lead to sustained value creation for customers across the business. They will implement best-practice approaches to Customer Lifetime Value measurement & management for d.light. We have an expansive view of our customers at d.light and include our commission agents in this definition. This role will act as an advocate for our end-customers and commission agents to ensure that we are continuously improving our processes and incentive structures to create enduring customer loyalty.
Requirements
- A university graduate and 5+ years in marketing, customer experience or customer value management or other related roles.
- Comfortable with statistics & data analysis: Practical and theoretical understanding of experimental design, including control groups, A/B testing.
- Proven track record of designing and delivering successful customer value management campaigns & initiatives. Experience with CVM software is preferred, but not essential.
- Experience in driving customer engagement and loyalty in a B2C environment, especially in the African Market, with a deep understanding of rural customer dynamics, preferably within the renewable energy sector.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
- Action-oriented, self-driven with strong internal motivation to work autonomously.
- Passionate about energy access, financial inclusion and a commitment to driving positive social impact through innovative sustainable solutions. Deeply customer-centric.
