Customer Value Manager

About CANAL+Group

Founded as a French subscription-TV channel 40 years ago, CANAL+ is now a global media and entertainment company. On 22 September 2025, CANAL+ confirmed it is in effective control of MultiChoice Group and beginning the integration process. MultiChoice is Africa’s leading entertainment platform, offering a wide range of products and services, including DStv, GOtv, Showmax, M-Net, SuperSport, Irdeto, and KingMakers. Together, the new combined group has 40 million subscribers worldwide, operates in over 70 countries and has approximately 17,000 employees.

CANAL+ operates across the entire audio-visual value chain, including production, broadcast, distribution and aggregation. It is home to STUDIOCANAL, a leading film and television studio with worldwide production and distribution capabilities; Dailymotion, major international video platform powered by cutting-edge proprietary technology for video delivery, advertising, and monetization; CANAL+ Distribution, a production and distribution company specialising in creating and distributing diverse content and channels; and telecommunication services, through GVA in Africa and CANAL+ Telecom in the French overseas jurisdictions and territories. 

CANAL+ also has significant equity stakes in Viaplay (the Pay-TV leader in Scandinavia) and Viu (a leading OTT platform in Southern Asia).

CANAL+ Benelux & Central Europe’s (CANAL+ B&CE) headquarter is based in Luxemburg and oversees the activities for Austria, Belgium, Czech, Germany, Hungary, The Netherlands, Romania, Slovakia, Switzerland and SPI.

Job Objective

The Customer Value Manager is responsible for defining, orchestrating, and steering the overall strategy aimed at maximizing customer lifetime value (CLV) across the CANAL+ B&CE subscriber base. Acting as the strategic hub for value creation, the role identifies where value is generated—or lost—across the customer lifecycle and converts insights into high‑impact, scalable commercial initiatives.

This position provides the analytical backbone and strategic guidance for customer value management across all markets and ensure all initiatives are consistent with the value strategy, segmentation schemes, and financial objectives.

This role has a material impact on churn reduction, ARPU, and long‑term profitability.

The role is based in Luxembourg, requires regular business travel, and reports directly to the Executive Vice President Business of CANAL+ Benelux & Central Europe

Your responsibilities

1.       Customer Value Strategy & Frameworks:

• Define, manage, and optimize the overall customer value framework, including CLV, ARPU, retention, and engagement KPIs.
• Identify value drivers across the lifecycle (acquisition, onboarding, engagement, upsell, cross‑sell, retention).
• Develop customer‑centric lifecycle strategies tailored to key segments (e.g., high‑value, price‑sensitive, new joiners, at‑risk).
• Ensure harmonized value definitions, metrics, and methodologies across markets.

2.       Customer & Commercial Insights:

• Lead advanced analyses of churn causes, usage patterns, content consumption, elasticity, and commercial performance.
• Translate insights into actionable recommendations and strategic roadmaps.
• Build strong business cases and CLV‑based models to forecast value creation.
• Continuously detect risks and opportunities through rigorous KPI monitoring.

3.       Retention & Churn Value Management:

• Analyze and quantify drivers of voluntary and involuntary churn from a profitability perspective.
• Define strategic retention principles (targeting, offer structure, save‑cost thresholds).
• Co‑build save mechanisms and proactive retention flows with CRM and Customer Care.
• Ensure retention activities generate sustainable long‑term value—not just short‑term wins.

4.       Lifecycle Value Optimization:

• Partner with CRM and Marketing to design lifecycle journeys informed by value potential.
• Ensure targeting, eligibility, and segmentation rules reflect behavioral and financial indicators.
• Evaluate campaigns based on incremental value and ROI.
• Drive continuous test‑and‑learn loops to strengthen lifecycle performance.

5.       Cross‑Functional Leadership:

• Act as the HQ reference for customer value topics, ensuring alignment across markets.
• Coordinate closely with Finance, Data, Product, Marketing, and Operations to ensure initiatives are strategically sound and scalable.
• Promote value‑driven decision‑making across the organization.

Experience

• Master’s degree in Business, Economics, Marketing, Data, Finance or equivalent
• 5+ years of experience in customer value management, strategy, analytics, revenue management, CRM or consulting
• Proven experience working with customer lifecycle, segmentation and value optimization initiatives
• Experience in subscription-based, telecom, media or digital businesses is a strong asset
• Fluent in English

Skills

• Strong analytical and strategic thinking skills, with the ability to translate complex data into actionable business insights
• Solid understanding of customer lifetime value (CLV), ARPU, churn, retention and profitability drivers
• Excellent stakeholder management and cross-functional communication skills
• Strong business case development and financial modeling capabilities
• Ability to influence and drive value-based decision making across multiple markets
• Structured, rigorous and results-oriented mindset
• Strong project management skills with the ability to prioritize in a complex, multi-stakeholder environment
• High level of autonomy, ownership and accountability
• Comfortable working in an international and matrix organization