Senior Specialist: Customer Value Management at MultiChoice

Purpose of the Position:

• The Senior Specialist: CVM is responsible for the end-to-end coordination, implementation, execution, control, and measurement of CVM offers campaigns and enhancement of CVM systems/tools within agreed time, budget and quality.

Key Performance Objectives

Budget & time management

• Deliver all CVM campaigns and projects on time and executed accurately and efficiently.
• Liaising with 3rd party, manage and maintenance CVM system and ensure deliverables are met
• Ongoing optimisation of campaigns to achieve ROI

Operational Delivery

• Manage end-to-end execution of business usual campaigns, ensuring they are aligned with the company's objectives.
• Ensure the successful deployment of any required functional and capacity upgrades to CVM systems, tools, and services on time within the required quality standards.
• Extract and transform data in preparation of campaign execution using Oracle SQL OR Salesforce Marketing Cloud.
• Build customer journeys in Salesforce Content Builder to keep customer engaged through out offer life cycle across multiple mediums: Email, SMS, SmartSMS, Facebook, Push Notification, App inbox, WhatsApp, Outbound Dialler and EDN.
• Coordinates enhancements as per the planning document
• Work closely with analytics team to integrate propensity models to campaign tool
• Implementation and integration of new channels and tools
• Ensuring system uptime – delivering campaign SLA’s
• Monitoring and assessment of campaigns
• Optimisation of campaign delivery, reach & impact for all direct campaigns
• System reviews to ensure efficient use all resources including BAU as well as Reward campaigns
• Optimisation of customer lifestyle steps to reduce communication and increase activity and revenue.
• Assist with management of customer touch rules – including opt outs & quarantine
• Assist with optimisation of the campaigns and the channels used for indirect and voice campaigns
• Working closely with the rest of the team on campaigns
• Oversee the activities of the team to ensure effective delivery of business outcomes

Reporting

• Identify and prepare relevant information and data for reporting purposes.
• Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated.

Qualifications Essential:

• Degree in IT

Qualification Preferred:

• Post Graduate Degree in Marketing or related will be advantageous

Experience:

• Minimum of 3 years’ experience in Customer Value Management
• Minimum of 3 years in SQL Database query
• Salesforce/CRM or other Marketing Automation tools (advantageous)
• Sound project management and organizational skills.
• Ability to collaborate and coordinate with cross-functional teams.
• Experience in data analysis and regular and timely report writing.

Technical Competencies

• Execution
• Reporting
• Analytics
• Time / project management
• Stakeholder management
• SQL database