Senior Specialist: CVM Operations at MultiChoice

Purpose of the Position

Responsible for the end-to-end coordination, implementation, execution, control and measurement of Customer Value Management (CVM) offers campaigns and enhancement of CVM systems/tools within agreed time, budget and quality.

Key Performance Objectives

Tasks

Budget & time management

• Deliver all CVM CRM system projects on time and executed accurately and efficiently
• Liaise with 3rd party vendors manage and maintain CRM system and ensure deliverables are met
• Manage ongoing optimisation of campaigns to achieve ROI

Operational Delivery

• Ensure the successful deployment of any required functional and capacity upgrades to CVM systems, tools and services on time within the required quality standards
• Coordinate enhancements as per the planning document
• Manage projects related to all campaigns from beginning to end ensuring target objectives are met
• Assist with Acceptance Criteria reviews, UAT and post deployment testing for all CVM OPS projects
• Work closely with analytics team to integrate propensity models to campaign tool
• Implement and integrate new channels and tools
• Set up and maintain operational process for campaign execution, competitions and incentives and other CVM tools
• Manage the maintenance and upkeep of core CRM system and integration to 3rd party vendors
• Ensure system uptime – delivering campaign SLAs
• Monitor and assess campaigns
• Optimise campaign delivery, reach & impact for all direct campaigns
• Conduct system reviews to ensure efficient use of all resources including BAU as well as Reward campaigns
• Optimise 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

• Diploma or degree in IT/BCom
• Post Graduate Degree in Marketing or related area advantageous

Experience

• Minimum of 3 years’ experience in customer value management campaign operations
• Salesforce/CRM experience advantageous
• Project management experience advantageous
• Minimum of 3 years in SQL

Technical Competencies

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

Behavioral Competencies

• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritisation
• Analytical Thinking