Senior Specialist: Customer Value Management ( CVM ) at MultiChoice

• On-going development and implementation of customer value management programmes for segment ensuring value increase of the base through effective lifecycle management
• Manage the customer communication programmes across multiple mediums: Email, SMS, MMS, DM and track and measure performance and impact
• Ownership of segment’s communication execution, planning and improvements
• Manage customer profile data quality and integrity for relevant segment

Campaign Planning and Management

• Ensure all campaigns are delivered on time, within budget and are a key driver in influencing customer behaviour and driving retention
• Oversee the campaign management process from defining campaign KPIS, designing campaign, briefing it to agencies, ensuring execution and reporting on overall performance
• Foster knowledge management by aligning the campaign management process with CVM planning and execution requirements
• Liaise with digital agencies, 3^rd party vendors and campaign execution vendors to manage job schedules and ensure that all deadlines are met
• Monitor and assess campaign effectiveness and identify ways to improve activities

Analytics, Reporting and Budgeting

• Work with the CII (Centre of Intelligence and Insights) and digital agency to provide in-depth and regular analysis of campaigns
• Analyse and identify trends and gaps, recommend appropriate action to proactively leverage on opportunities and/or mitigate risk as well as enhance the effectiveness of engagement activities
• Manage the customer engagement metrics for relevant segment
• Keep account of the allocated budget and ensure all expenditure has justifiable value add for relevant segment

People Management

• Supervise the activities of the direct reports
• 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
• 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 Essential

• Degree in Marketing, Business or related field

Qualification Preferred

• Post Graduate Degree in Marketing, Business or related field advantageous

Experience

• A minimum of 5-8 years in customer value management experience or similar
• 2+ years of management experience
• Experience Customer Value Management or related role

Technical Competencies

• Customer Value Management
• Data and Report management
• Project management
• Financial Management/Budgeting
• Commercial Acumen
• Stakeholder Management

Behavioral Competencies

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