Senior Manager Customer Value Management at MultiChoice

Purpose of the Position:

• To drive, accelerate market growth and revenue by capturing high levels of customer value through lifecycle management. Drive the customer value management strategy that has a clear vision of the growth objectives the company seeks to deliver.

Key Performance Objectives

Customer Strategy

• Define and initiate strategies to target customers with regards to specific customer experiences which promote activity and retention as an outcome.
• Plan the overall 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.
• Define customer growth and retention strategy through analyzing and translating market and behavioural data to identify customer needs.
• Facilitate and drive stakeholder engagements to achieve cross functional support and knowledge sharing.

Budget Management

• Demonstrates strong financial acumen and logical decision making in offer development
• Keep account of the allocated budget and ensure all expenditure has justifiable value add.

Operational Delivery

• Drive and develop 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

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

• Degree in marketing, business management or similar
• Post graduate would be an advantage

Experience

• A minimum of 8-10 years in marketing, campaign management or relevant experience
• A minimum of 5 years of customer value management experience
• 5+ years management experience
• Experience in Customer Retention Management, Customer Strategy or related role

Technical Competencies (List the key technical competencies)

• Developing Strategy - Customer Relationship Management (CRM)
• Reporting and Research
• Project Management
• Financial Management/Budgeting
• Product/Brand Knowledge
• Commercial Acumen

Closing Date: 2023/08/04