Senior Specialist: Customer Value Management Rewards at MultiChoice

Purpose of the Position: 

• To drive customer value management activities and loyalty growth initiatives by managing day-to-day operational activities, offers and campaigns.

Key Performance Objectives
Tasks
Strategy support

• Provide input into the strategic process to define the loyalty efforts for the company
• Define and validate business cases for loyalty initiatives and complete post implementation analysis and ROI audits
• Manage the implementation of strategic plans and initiatives to ensure effective delivery of project’s objectives and tight alignment with country and regional goals.

Project Management of Rewards plans

• Support day-to-day activities targeting the development and execution of the Customer Rewards programs across RoA countries for 2 platforms – DStv and GOtv
• Execute strategic and tactical plans, by forming and coordinating cross-functional teams to deliver multi-channel loyalty initiatives
• Support the campaign process from designing optimized campaigns, facilitating the brief to the marketing team, ensuring execution and reporting on performance

Operational management

• Drive reporting that tracks KPIs and metrics on a regular basis, to identify actionable trends, insights and forecasts
• Align with internal enabling teams – such as digital, marketing and Systems – to ensure execution and delivery of promotional offers
• Manage project timelines and deadlines to ensure that key project milestones are met ensuring cross-functional alignment

Data Analysis

• Analyse customer/product data to drive loyalty and uplift activities
• Interpret and synthesize data coming from different sources – website, CVM dashboards – to inform the design of the rewards programs
• Compile weekly, monthly and quarterly reports for all levels of the business such as countries (Operations reviews), internal stakeholders and Exco

Stakeholder Management

• Build a good understanding of the MultiChoice Africa business, the business operations as well as the product offerings
• Build relationships with stakeholders where the MultiChoice Africa is operational through communication and engagement on initiatives that impact them
• Engage with and build relationships with the key business stakeholders (at all levels of the organisation) through consistent delivery and communication

Qualifications                                                                                                                 

• Bachelor’s degree in Marketing or Business Administration or equivalent
• Data Science/Analytics qualification beneficial
• Project management qualification beneficial

 

Experience

• Minimum of 5 years of experience working on performance marketing with a focus on customer retention and loyalty
• Min 5 years Management Consulting experience, preferably with top tier firms
• Minimum of 3 years’ experience in working across teams in a complex environment
• Understanding of referrals and loyalty programs
• Understanding of customer journey and lifecycles
• Good Understanding and proven track record of use of Project management principles
• Knowledge of main trends happening in the media industry, current challenges and opportunities

 

Technical Competencies

• Customer Relationship Management (CRM)
• Stakeholder Manager
• Project Management
• Financial Management/Budgeting
• Regulatory and Legal Compliance
• Strategy Execution

 

Behavioral Competencies

• Accountability
• Analytical Thinking
• Prioritisation
• Teamwork
• Perseverance
• Coaching
• Critical appraisal