Senior Manager Customer Value Management (CVM) Campaign & Offer Management at MultiChoice

Purpose of the Position

• To lead Campaign reporting and analysis, through performance analysis in order to enable conception, execution and measurement of campaigns across the customer life cycle.
• To lead in planning and forecasting of campaigns and offers.
• Support operations and empower decision-making through subscriber analysis, business cases, and financial analysis.

Key Performance Objectives Tasks

Operational delivery

• Perform extensive analysis to uncover potential ARPU uplift opportunities on subscriber cohorts for bespoke targeting and treatment.
• Forecast subscriber volumes and review monthly revenue numbers with management.
• Drive and report on return on investment of retention initiatives.
• Conduct monthly analysis of campaign performance and determine the best approach to deliver on key business objectives, ways to improve customer activity, increase reconnections and improve overall financial performance.
• Effectively identify the value of analytics within the CVM context and serve as an analytics translator to ensure realisation of value from the analytics initiatives.
• Deliver predictive and recommendation models for CVM using the latest Big Data and ML tools partnering with MultiChoice CII and EBS teams within the broader cross-functional and agile company data squad.
• Conduct ad-hoc deep dives to provide insights on performance and enable decision making.
• Evolve the capability and impact of CVM through the delivery of campaign analytics and reporting for CVM initiatives.
• Drive analytics solutions automation to build efficiencies.
• Champion a 'test, learn and iterate' culture to ensure timely execution of analytical solutions.
• Build and manage micro-segmentation for CVM inbound to enable better targeting and conversion improvements.
• Work closely with commercial and segment teams to enable advanced base management through the delivery of prescriptive and or predictive insights and identify subscriber cohorts within the company base, thus enabling bespoke solutioning for the subscriber base to improve performance.
• Unlock customer insights for the broader base management teams as a custodian of customer insights to support broader strategic initiatives within CVM and the Customer Group.
• Stakeholder ManagementBuild and manage strong relationships with internal stakeholders at all levels, to ensure mutually beneficial interaction, in an effort to meet strategic objectives.
• Provide leadership with relevant reports and insights which will inform business decisions.
• Ensure all business/customer requirements are planned for to ensure optimal customer experiences for both internal and external customers.

People Management

• Oversee the activities of the related CII 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.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Capital.
• 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.
• 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

Experience

• A minimum of 5-10 years in marketing, campaign management or relevant experience
• A minimum of 5 years of customer value management experience
• 5+ years management experience
• 8-10 years working experience
• Degree in finance, accounting or computer science