Head Of Customer Value Management-chapter Lead For Base Management

Here at Three, we’ve done things differently since day one.
We take the script and rip it up, we’re a big-hearted energetic bunch, striving for a better-connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it… When these things combine, phenomenal things happen. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a supercharged and rich learning environment. We want you to become the best version of yourself.

Join us as our Head of Customer Value Management-Chapter Lead for Customer Base Management – Consumer

The Head of Customer Value Management (CVM)- Chapter Lead for Customer Base Management - Consumer is accountable for the commercial performance of CVM across the Consumer business, with a clear focus on churn reduction, revenue protection, and customer lifetime value.

• This role is also responsible for leading and developing the Customer Base management – Consumer Chapter.
• This role owns the CVM strategy and investment approach, translating business and budget priorities into targeted, value-driven customer initiatives.
• The successful candidate will bring strong commercial judgement, leadership credibility, and a track record of delivering measurable financial outcomes in a large, customer-centric organization.

What else it involves

• Own CVM commercial outcomes, including churn, retained revenue, and value delivery across all products.
• Be accountable for delivering against annual budget targets and commercial commitments for all initiatives related to customer base.
• Define and lead the CVM strategy and roadmap for the Three customer base across all base segments (Prepay and Billpay) and product (Voice, Broadband and Accessories) aligned to wider commercial and product priorities.
• Own the customer investment and incentive strategy, ensuring strong ROI and disciplined spend for a customer base of circa 1.4 million.
• Identify key churn drivers and revenue-at-risk segments and translate insight into focused action, ensuring that all key stakeholders and squads are activated to take the necessary steps.
• Ensure all CVM activity is supported by robust business cases, clear value sizing, and performance tracking.
• Provide clear performance reporting and commercial narrative to senior leadership, up to and including C-suite level leaders.
• Lead and develop CVM capability, setting high standards for commercial thinking and execution.
• Act as the senior CVM lead across the organisation, influencing senior leaders through insight-led recommendations and strong commercial storytelling.
• Provide constructive challenge to maintain focus on value delivery and prioritisation.
• Ensure your chapter contributes to the success of the wider organization by delivering meaningful results.
• Develop and upskills your chapter members, along with defining the tools, frameworks, and best practices that keep your chapter at the cutting edge.
• Work in an agile delivery model to ensure fast to market definition and delivery.
• Collaborate with cross functional squad to deliver against targets, think innovatively and drive continuous improvements and improve operations of the squad team.

Skills & Experience

Essential:

• Senior experience in Customer Value Management, retention, or commercial performance roles.
• Proven ownership of large-scale commercial targets (churn, revenue, budget delivery).
• Strong commercial and financial acumen, with experience managing or influencing investment decisions.
• Highly analytical, comfortable working with complex customer and financial data.
• Strong leadership presence with the ability to influence at senior levels.

Desirable:

• Experience in telecoms, utilities, or subscription-based businesses.
• Experience leading CVM or commercial functions at Head of level.
• Familiarity with CRM, CVM, or decisioning platforms.

Benefits of Working at Three

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our Dublin head office location (3 days per week office based).
• Competitive salary, annual performance bonus & pension contribution
• 25 days holidays plus 2.5 company days
• Annual Leave buy or sell (buy or sell up to 5 days AL each year)
• Healthcare Insurance through our flexible benefits programme
• Life assurance, phone & laptop, subsidized canteen
  Access to learning & development tools
• Free on-site parking

You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. Apply now at: https://www.three.ie/careers #Jobs

At Three, we are committed to equity, diversity and inclusion. As Ireland’s largest mobile telecommunications provider, we provide a better connected life for our diverse customer base, and want our teams to reflect this. We welcome and celebrate all identities and strive to create a culture of belonging where employees can thrive as their authentic selves. If you do not ‘tick every box’ in this job description, you likely have other valuable skills that would make you a great fit for one of our teams. If you feel this role is for you, then please apply! 

If you require reasonable adjustments for your interview, please let us know when scheduling your interview. Apply now at Three, a phenomenal career awaits!