Ncell

Telecommunication

Manager – Customer Lifecycle Management

Views: 377|Published on: Apr 08, 2026|

IT & Telecommunication

Senior Level

Full Time

Vacancy: 1

Kathmandu|

Experience: Not Required|

Not Disclosed

Position: Manager – Customer Lifecycle Management
Department: Consumer Business
Location: Kathmandu (flexible across Nepal based on business needs)
Reporting To: Chief Consumer Business Officer

Role Overview:

To lead Ncell’s Customer Lifecycle Management (CLM) function with end-to-end ownership of base management, churn reduction, and ARPU growth. The role focuses on leveraging advanced analytics, micro-segmentation, and a state-of-the-art CLM platform to design and execute targeted, personalized campaigns that enhance customer engagement, retention, and lifetime value

Key Responsibilities:

A. Base Management & Customer Strategy

Own the overall subscriber base strategy, including acquisition quality, engagement, retention, and value maximization.
Continuously monitor base health metrics (active base, dormant users, usage trends).
Identify growth opportunities across key customer segments (prepaid, data users, high-value customers, youth, etc.).

B. Churn Reduction & Retention

Develop and implement proactive and reactive churn management strategies.
Build early warning systems using behavioral and usage analytics to identify at-risk customers.
Design targeted win-back and retention campaigns to reduce churn and improve stickiness.

C. ARPU Growth & Value Management

Drive ARPU uplift through upsell, cross-sell, and premiumization initiatives.
Identify high-value and high-potential segments and design tailored offers to maximize revenue.
Optimize pricing and bundling strategies in collaboration with Product teams.

D. Advanced Analytics & Micro-Segmentation

Lead development of micro-segmentation frameworks using customer data (usage, recharge behavior, demographics, digital engagement).
Leverage predictive analytics and AI/ML models (where applicable) for campaign targeting and personalization.
Translate insights into actionable campaigns with measurable outcomes.

E. Campaign Management & CLM Platform Utilization

Own and drive the use of state-of-the-art CLM platforms for campaign creation, automation, and execution.
Ensure delivery of personalized, real-time, and contextual campaigns across channels (SMS, app, IVR, digital, outbound).
Optimize campaign effectiveness through continuous A/B testing and performance tracking.

F. Customer Experience & Journey Optimization

Design and refine end-to-end customer journeys across lifecycle stages (onboarding, engagement, retention, win-back).
Ensure seamless and consistent experience across all touchpoints.

G. Cross-functional Collaboration

Work closely with:
Product team for offer design and portfolio alignment
Analytics/Data teams for insights and modeling
IT & Digital (Ncell App) for platform integration and execution
Customer Experience & Service teams for feedback loops
Marketing team for campaign alignment and communication

H. Team Leadership & Governance

Lead and develop a high-performing CLM team.
Establish clear KPIs, dashboards, and governance frameworks for campaign tracking and base performance.
Drive a data-driven culture within the organization.

Requirements:

Education & Experience

Minimum of bachelor’s degree in management
10–15 years of experience in telecom, digital, or data-driven industries
Strong background in Customer Lifecycle Management, CRM, or analytics-driven marketing
Proven track record in churn management and revenue growth initiatives
Experience working with advanced CLM/CRM platforms and campaign tools
Exposure to AI/ML-driven marketing or predictive analytics is a strong advantage

Competencies & Skills:

Data-driven decision making
Strategic thinking with execution focus
Customer-centric mindset
Strong analytical and problem-solving skills
Stakeholder management and collaboration
Leadership and team development

Duty Station:
Kathmandu but can be placed anywhere in Nepal as per business needs and future requirements

What we offer:
International Working Environment, Robust Performance Management Process, Internal Opportunities, Ncell Academy Trainings, Work – Life Balance, Flexible Working Practices, Competitive Compensation, Festive Allowance, Social Security Fund, Leave Travel Allowance, Medical Insurance, Communication Facilities, etc.

Applying Procedure

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Documents Required

* Documents required while applying for this job

Resume
Application Letter
Bachelors Transcript

Apply Before: Apr 10, 2026

About the organization

Ncell

Telecommunication

Ward No. 26, Lainchaur, Kathmandu Metropolitan City, Kathmandu, Nepal

At Ncell, we are passionate about our values, principles, and our strategic priorities. We believe that having the right talent in the right roles enables execution, improves our customer’s experience, and delivers breakthrough results. This is what makes us a winning team.

At Ncell, we lay much emphasis on our corporate values: Uncompromising Integrity, Exceptional Performance, Customer at our Heart, Breakthrough Innovation, and One Company - One Family. These values are the most integral part of our business. We carry out our daily business by keeping these values in mind as we, as an organization strongly stand for it.

Applicants must have the highest ethical standards, strong leadership skills, excellent judgment, a sense of personal initiative, and problem-solving abilities.

Ncell offers a competitive package that is designed to make you feel an integral part of the team and directly involved in the company's success.

Ncell is also committed to protecting Applicants' personal data. In Ncell, we take privacy seriously and all our activities are underpinned by our T.R.U.S.T principles of being Transparent, respecting your Rights, in our Use of personal data, through robust cyber Security practices and we take due care when Transfer of data is required. Click the link to know more about applicants privacy
https://webapi.ncell.com.np/upload/Notice/Ncell_Axiata_Privacy_Notice_for_Candidates.pdf

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