Designation:

Senior Manager Customer Value Management

Category:

Multi Choice South Africa

Closing date:

02 Nov 2024

Position Type:

Permanent

Location:

Multi Choice City

Job Description:

The Organization
The Organisation
The Multi Choice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, Super Sport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.
By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing an exceptional customer experience.
Join Africa’s most loved storyteller!
Location
South Africa, Johannesburg, Randburg
Purpose of the Position:

To drive, accelerate market growth and revenue by capturing high levels of customer value through lifecycle management. Contribute to and execute the customer value management strategy that has a clear vision of the growth objectives the company seeks to deliver, with a focus on how innovation, optimization and personalization can drive incremental business value.
Key Performance Objectives
Tasks

Customer Strategy

• Develop and initiate strategies to target customers with regards to specific customer experiences which promote activity and retention as an outcome.
• Provide input and support into defining business requirements for key customer value management (CVM) capability development projects, including campaign management & measurement systems, channel capabilities and integration.
• Contribute to and execute customer engagement strategy and draw a business plan to ensure strategy implementation aligns to the different segments and platforms to promote achievement of set objectives.
• Develop innovative approaches to drive customer growth and retention strategy through analyzing and translating market and behavioural data to identify customer needs.
• Facilitate and drive stakeholder engagements so as to achieve cross functional support and knowledge sharing. Retention and Acquisition Management[LS1]
  
• Develop Churn management strategies cantered around an understanding of the drivers of churn and early churn detection and design/implement a framework of proven propositions to proactively and reactively arrest churn within the customer base.
• Collaborate with rewards to build and maintain an industry-leading loyalty program as a sustainable differentiator versus competition and to drive greater brand affinity.
• Manage customer value segments discretely and implement loyalty programs and partnership with external vendors/partners where applicable
• Own acquisition management for the entire base and ensure that new customer quality is measured and upgraded within first 90 days.
• Manage the welcome process for new subscribers including early detection of High value Customer, Mass market and Youth for active engagement.
Identify and maximize opportunities to upsell and cross-sell voice, data, SMS and VAS products within the new acquisition.

• 
  Budget Management
  
  


• Ensure that the department's budget supports the overall business strategy and objectives, especially those related to customer acquisition, retention, and growth.
• Implement strategies to reduce costs without compromising customer experience or revenue generation.
• Keep account of the allocated budget and ensure all expenditure has justifiable value add.
• Define CVM roadmap with technical and business requirements and prepare business cases to justify any CAPEX investments in CVM IT systems.
• Analyse commercial impact of the below-the -Line (BTL) programs on product penetration. ARPU and volume/value churn.

Operational Delivery

• Advise campaign managers on how to best execute CVM campaigns and initiatives to improve customer attrition and increase ARPU
• Maintain accountability for, and report on the success of implemented campaigns
• Drive and report on return on investment of retention initiatives
• Management of all customer lifecycle steps: customer engagement & communication, campaign execution & optimisation with the primary objective to maintain, develop and increase retention, activity rates, and revenue through targeted initiatives
Develop playbooks, templates and innovations to improve the[LS2]

• 
  People Management
  
• Oversee the activities of the project teams
• Develop a high performing team by embedding formal performance management process and informal coaching. Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance improvement programme and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognised.

Qualifications

• Post graduate qualification in Commerce (marketing, Advertising, Business in Administration, Commercial, etc. Demography or related discipline) Experience
  
• A minimum of 8-10 years in marketing, campaign management, CVM or relevant experience
• A minimum of 3-5 years of customer value management (CVM) experience
• 5+ years management experience
• Experience in Customer Retention Management, Customer Strategy or related role
• Experience with Salesforce marketing cloud is highly beneficial
• Demonstrates strong financial acumen and logical decision making in offer development

Technical Competencies (List the key technical competencies)

• Developing Strategy - Customer Relationship Management (CRM)
• Operational Execution of Customer Journeys Flows
• Customer Data Management and utilisation for Personalisation
• A/B Testing
• Marketing channel mix analysis
• Reporting and Research
• Project Management
• Financial Management/Budgeting
• Product/Brand Knowledge
• Commercial Acumen

Behavioral Competencies (List the key behavioral competencies)

• Innovation Thinking
• Design Thinking
• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking

[LS1]I’ve added these activities, please review.
[LS2]Sentence incomplete.