Principal CVM Analytics & Continuous Improvement at MultiChoice

Key Accountabilities:

Operational Delivery

• Lead the identification of new cohorts of customers to be targeted to improve on campaign effectiveness
• Develop and drive the ROI of base management activity through ensuring the provision and continuous improvement of actionable insights, analyses, CVM reports and dashboards and propensity models;
• Lead the definition, build and management of customer base management business (decisioning) rules, for outbound (and inbound) customer contact activity based on the customer contact strategy;
• Creation of strategic interventions to improve customers activity and product entrenchment by leveraging key customer and business insights to formulate campaign ideas
• Support the review of the customer contact activity to provide feedback on the high-level targeting/eligibility rules, offer prioritization, use of propensity models and channel selection based on knowledge of the customer base and previous outcomes and results
• Implement a consistent and rigorous approach to control group definition and management to ensure that CVM output can be measured and reported upon;
• Lead the analysis of commercial impact of programs on product entrenchment, ARPU and volume/ value churn. Operational analysis of base to identify opportunities to apply products and tariffs to maximize lifetime value
• Manage delivery of insight for the customer base to the rest of the business, including actionable value- and needs-based segmentation and predictive models, linked with competitor intelligence, and market
• Manage the commercial impact of BTL programs on product penetration, ARPU and volume/ value churn.
• Strategic analysis of base to identify opportunities to apply products and tariffs to maximize lifetime value
• Develop and implement channel mix optimisation for base development & retention activities.
• Lead the analysis for churn drivers and continuously design / readapt initiatives to address them
• Ensure timely reporting including ROI analysis is supplied to the business units
• Responsible for providing insights on opportunities and cohorts to improve CVM base management and revenue contribution to 10% of total MAH revenue.
• Accountable for standardizing and supporting the X MAH countries with analytics and insights generation that enable then to understand base trends and churn movements

Capability and People

• Drive the ownership of customer data quality (completeness, latency and availability) required to build base management activity, models,reports and execution of base management strategy.
• Lead and develop the strategies around utilisation of data to provide inputs into the future long-term strategies for the CVM team
• Provide best practice and thought leadership to markets, upskill delivery teams
• Drive cross functional integration with various portfolio owners from CVM, CX/Care, marketing, sales and digital within and across countries in order to achieve target objectives

Adherence to Policies and Procedures

• Adherence to departmental and company policies and rules
• Compliance to all South African IT legislation and governance
• Continuous improvement of standard operating procedures.
• Contribute to the development and management of Service Level Agreements
• Provide continuous insights in the development of new policies and procedures to deal with present-day and future challenges.

Qualifications:

• A Degree or equivalent certification in an analytical field, e.g. Informatics, Data Science, Commerce

Experience:

• 6 - 10 years of experience gathering requirements and analysing data preferably within the Customer Value Management (CVM) field
• Excellent leadership skills across large cross functional projects
• Experience in development of strategies and insights from BI / analytics models
• Experience in managing customer analytics and business intelligence projects and initiatives
• Experience in leading business line processes, data, and associated applications
• Experience analysing and breaking down problems and information using structured frameworks and methodologies
• Robust skills in documentation creation with a high attention to detail including planning and organization
• Ability to think analytically and conduct customer-facing communications
• Outstanding quantitative skills – numerate & analytical
• Expertise in customer data, information systems, data warehouses, data marts, business intelligence software and systems
• Ability to create, lead and inspire high-performing analytical teams.
• Ability to present analyses to and influence director level staff in group and individual situations
• Open, fact-based approach; ability to translate commercial objectives to analytical and technical teams for ensuring underlying system readiness
• Excellent visualization skills and storytelling capability
• SQL experience inclusive of SSAS, SSRS and SSIS will be an advantage