Principal Customer Offer Management at MultiChoice

Purpose of the Position:

• To develop tactical and personal customer offers to increase revenue and reduce churn.

Key Performance Objectives

Tasks

Strategy implementation

• Define and initiate strategy to target customers with specific offers
• Draw up business plan to ensure that implementation lines through different segments, product and cost base
• Translate market, behavioural and analytical data to determine customer needs as input to strategy
• Facilitate stakeholder engagement across function

People Management

• Supervise the activities of the team to ensure effective delivery of business outcomes
• Determine and analyze 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 Capital
• 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 Capital when required
• Resolve grievances raised by team members and escalate only if required
• Develop a high performing team by embedding formal performance management process performance management system and informal coaching. Encourage frequent knowledge sharing between team members
• 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 recognized

Operation delivery

• Delivery of business cases for offers
• Forecasting of Offer management
• Offer configuration that is profitable to the business
• Tailor offers by customer behaviour and type with associated kpi’s
• Maintain accountability and report on the success of offers
• Maintain offer library for incentive and reward
• Ensure the implementation and inclusion of offers in campaigns
• Create life cycle offers to speak to engagement, reward and optimisation of primary objectives
• Manage offers within defined financial and product constraints

Qualifications Essential:

• Degree Statistics / Maths / BSc / BCom

Qualification Preferred:

• Post Graduate Degree Statistics / Maths / BSc / BCom advantageous

Experience

• A minimum of 5 – 10 years’ experience in client value management role or similar
• 5 year management experience including the above
• Experience in customer reward programs

Technical Competencies

• Strategy
• Analytics
• SAS
• Project Management
• Financial Management
• Commercial acumen
• Customer Centricity

Behavioral Competencies

• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching