Senior Specialist CVM (DStv Internet) at MultiChoice

Key Performance Objectives

Tasks

 Strategic Base Management 

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

 Campaign Planning and Management

• Ensure ongoing DStv Internet CVM activity and drive a pro-active and coordinated approach to DStv Interne CVM.
• Identify customers at risk of churning (cancelling service) and develop strategies to win them back.
• Ensure all campaigns are delivered on time, within budget and are a key driver in influencing customer behaviour and driving retention.
• Lead the campaign management process from defining campaign KPIS, designing campaign, provide campaign briefs 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, 3rd party vendors and campaign execution vendors to manage job schedules and ensure that all deadlines are met.

 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.
• Analyse churn data to understand reasons for customer dissatisfaction and recommend solutions.
• Manage the customer engagement metrics for DStv Internet.

Stakeholder Management

• Liaise with key counterparts and stakeholders in other areas like CII and Marketing to ensure that the appropriate data is available to enable campaigns, provide sizing of opportunities and make visible any potential considerations or threats to successful execution.
• Communicate effectively with stakeholders to ensure alignment on CVM goals and strategies.
• Maintain sound relationship with regulatory, legal and administration to ensure compliance with external requirements.
• Produce communication briefs outlining the communication strategy and supervision of execution from agencies, with the support of the marketing team.
• Monitor and assess campaign effectiveness and identify ways to improve activities.
• Keep account of the allocated budget and ensure all expenditure has justifiable value add for DStv Internet. 

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
• A minimum of 3 years of customer value management experience
• 2+ years of management experience

Technical Competencies

• Customer Value Management
• Data and Report management
• Project management
• Financial Management/Budgeting
• Commercial Acumen
• Stakeholder Management
• Campaign Management and Optimisation
• Customer Relationship Management
• Customer Journey Mapping
• Marketing Automation
• Customer Segmentation  
• Churn & Propensity Modelling 
• Customer Analytics