Customer Value & Lifecycle Manager

Job description

Purpose We are looking for a commercially driven customer lifecycle expert to join the OFTI as Customer Value & Lifecycle Manager. In this role, you will own the end-to-end customer journey — from onboarding and first transaction to wallet adoption and cross-sell — designing the strategies that turn single-use customers into loyal, multi-product users of the respective markets of OFTI. You are the architect of customer value management, retention and revenue diversification for OFTI. Remittance is today's revenue engine in some of the markets and requires evolving customers into active wallet users — generating revenue through cross-sell into cards, micro-lending, and lifestyle services. In the new markets it will require ensuring multiple use cases are adopted from the get-go. The Customer Value & Lifecycle Manager operates across Qatar, Oman, Tunisia, Maldives and future markets, sitting at the strategic centre of this transition and ensuring the business is systematically maximizing the lifetime value of every customer relationship. Context Ooredoo Fintech (OFT) is a fast-growing scale-up on a mission to empower people and businesses across the MENA region with innovative financial solutions. Backed by the strength and heritage of Ooredoo Group and driven by a passionate team, we deliver secure, intuitive money tools through our brands: Ooredoo Money, walletii, and m-Faisaa, serving users in Qatar, Oman, and the Maldives. Working with us presents a unique and exciting opportunity to make a difference and be part of a revolution where we are leveraging financial technology to provide accessible, empowering tools. Role Accountabilities Define and own the customer lifecycle framework across all OFTI markets — mapping the journey from acquisition through activation, engagement, and cross-sell, with clear commercial KPIs at each stage. Build and maintain Customer Lifetime Value (CLV) models to identify high-value segments, predict churn risk, and ensure commercial investment is directed to the highest-return opportunities. Design data-driven lifecycle campaign briefs for the central marketing team and country teams, ensuring all campaigns are audience-targeted, journey-sequenced, and tied to measurable revenue outcomes. Lead the commercial strategy for wallet adoption — developing incentive structures, activation triggers, and multi-product propositions that shift customer behaviour from single use-case user to regular wallet engagement. Identify and size cross-sell opportunities across the product portfolio, building the commercial case for each revenue stream with P&L projections and conversion modelling. Monitor and report on lifecycle KPIs (D7/D30 retention, product attach rates, dormancy rates, cross-sell conversion) across all markets, producing actionable recommendations for the stakeholders. Oversee and manage the commercial budget, ensuring that financial resources are strategically allocated across lifecycle triggers to maximize ROI and lower the cost-of-retention. Partner with central marketing and local market teams to architect the commercial calendar, ensuring campaign sequencing is optimized to drive long-term Customer Lifetime Value (CLTV) and portfolio health. Rigorously evaluate the performance of ongoing initiatives in collaboration with local & central teams, validating that engagement activities have materialized into the expected revenue growth and measurable customer stickiness. Experience Experience : 5–8 years in customer lifecycle management, CRM strategy, or customer value management within Fintech, Banking, or Telecoms, with a demonstrated track record of driving retention and cross-sell outcomes. Lifecycle & CRM Skills: Proven experience designing and executing lifecycle programs that deliver measurable improvement in retention, engagement, and cross-sell conversion rates. Commercial Acumen: Strong understanding of consumer financial products economics, including digital wallet revenue models, remittance, and consumer lending P&L. Minimum Entry Qualifications Education: Bachelor's degree in Business, Marketing, Finance, or a related field. MBA or equivalent postgraduate qualification is a strong plus. Personal Profile Adept at navigating a matrix organization, demonstrating the professional maturity and interpersonal agility required to drive alignment and high-velocity execution across diverse cross-functional and regional teams. Customer-first thinker with a strong revenue orientation — able to connect user behaviour patterns to commercial outcomes and build a compelling case for investment. Strong storytelling and brief-writing skills to influence marketing and product teams who do not report directly to this role. Comfortable operating across multiple markets with varied cultural and regulatory contexts, adapting strategies without losing commercial rigour.