Customer Value & Lifecycle Manager

About the Role

Ooredoo Fintech is seeking a commercially focused expert to oversee the full customer journey as the Customer Value & Lifecycle Manager. This role involves strategizing end-to-end customer engagement—from initial onboarding and first transaction through wallet adoption and cross-selling efforts—aiming to convert one-time users into loyal, multi-product customers across OFTI's markets including Qatar, Oman, Tunisia, Maldives, and beyond. This position leads customer value management, retention, and revenue diversification efforts.

In many regions, remittance represents a primary revenue driver, necessitating growth in active wallet users and expanding income through multiple product offerings such as cards, micro-lending, and lifestyle services. In emerging markets, establishing adoption across various use cases from the outset is critical. The manager acts at the strategic heart of this evolution to maximize lifetime customer value systematically.

Company Background

Ooredoo Fintech (OFT) is an expanding scale-up delivering innovative financial solutions designed to empower individuals and businesses in the MENA region. Powered by the Ooredoo Group's legacy and a passionate team, OFTI operates brands like Ooredoo Money, walletii, and m-Faisaa, providing secure and user-friendly financial tools in Qatar, Oman, and Maldives. Joining OFTI presents a unique chance to impact the fintech landscape with accessible and empowering money management products.

Key Responsibilities

• Develop and own a comprehensive customer lifecycle framework for all OFTI markets, charting the journey from acquisition through activation, engagement, and cross-selling, with defined commercial KPIs at each phase.
• Maintain Customer Lifetime Value (CLV) models to pinpoint high-value customer segments, forecast churn risk, and optimize commercial investments towards the highest-yield opportunities.
• Create data-driven campaign briefs for both central marketing and country teams, ensuring targeting by audience, sequencing by journey stage, and linkage to measurable revenue impacts.
• Drive the commercial strategy to boost wallet usage, designing incentives, activation mechanisms, and multi-product offers that transition users from one-off to routine engagement.
• Identify, evaluate, and quantify cross-selling opportunities across the product range, supporting business cases with profit and loss projections and conversion forecasts.
• Track and report lifecycle performance metrics such as day 7 and day 30 retention, product attachment, dormancy rates, and cross-sell conversion, furnishing actionable insights for stakeholders.
• Manage the commercial budget strategically, allocating resources across lifecycle triggers to maximize return on investment and decrease retention costs.
• Collaborate with central marketing and local market teams to build a commercial campaign calendar, optimizing sequencing to enhance Customer Lifetime Value and portfolio vitality.
• Continuously assess the effectiveness of initiatives with local and central teams to confirm that engagement efforts translate into revenue growth and enhanced customer loyalty.

Experience and Qualifications

• 5 to 8 years of experience in customer lifecycle management, CRM strategy, or customer value management within fintech, banking, or telecommunications sectors, with a verified history of improving retention and cross-selling results.
• Demonstrated ability to design and implement lifecycle programs that measurably increase retention, engagement, and conversion rates for cross-selling.
• Deep commercial understanding of consumer financial products, including knowledge of digital wallet business models, remittance, and consumer lending profitability.
• Bachelor's degree in business, marketing, finance, or a related discipline is required; a master's degree such as an MBA is highly valued.

Personal Attributes

• Skilled in navigating complex matrix organizations, showing maturity and interpersonal skills to facilitate alignment and rapid execution across diverse cross-functional and regional teams.
• User-centric mindset combined with strong commercial focus, able to link user behaviors to business outcomes and articulate compelling investment cases.
• Excellent storytelling and brief writing abilities to effectively influence marketing and product teams without direct authority.
• Experience operating in multiple markets with different cultural and regulatory environments, adapting tactics while maintaining commercial discipline.