Customer Value Manager, Field at Multichoice

Purpose of the Position

• To support the Executive Head, CVM within the region in the overall CVM roadmap to retain subscribers and maximize revenue
• To support the Regional Customer Heads in the overall CVM roadmap to retain subscribers and maximize revenue

Key Performance Objectives
Strategy Execution:

• Develop and implement CVM field strategy in order to achieve the objectives of leading the industry in ARPU, Churn control and high value market share.
• Lead field retention execution plan with key responsibilities & deliverables across the team
• Deliver on DStv & GOtv collections and revenue as defined in budget for FY.
• Analytics: Build Predictive & Propensity models for better decision making pertaining to key aspects such as Churn, acquisition, etc. leading to better customer lifecycle management.
• Database Management & Reporting generating customer insights based on data analysis and identifying new revenue opportunities.

Operational Delivery:

• Define set of activities required to deliver against the targets and ensure alignment with the various regions.
• Identify opportunities to drive incremental revenue (upgrades) from existing customers at key stages of their relationship with the business.
• Identify opportunities and activities to grow the base; in valuable customer segments for enhancement, base retention, and churn control.
• Design and implement an incentive or reward system to improve incremental collections.
• Facilitate workshops to identify churn drivers. Implement initiatives addressing causes of churn drivers.
• Develop and drive the retention initiatives in collaboration with the retail teams and regions.
• Produce accurate and regular reports on Business performance.

Systems:

• Ensure the full deployment / utilization of all POS.
• Relationship Management with 3rd party (Capricorn) to ensure daily reporting, audit, reconciliation and prompt resolution of faulty baxi-boxes
• Ensure field retention staff understand how they can use the baxi-boxes and arrange training as needed
• Responsible for developing a system interface to enhance quick and accurate reporting for business decisions and performance benchmarking across various regions.

Regional Management:

• Ensure data, insight and results are communicated to key stakeholders and the wider business; proffer solutions and advice improvements going forward.
• Secure adequate number of active field retention agents in each region.

Budget Management:

• Forecast, manage and monitor CVM Field budget.
• Plan and drive campaigns in line with the business calendar.
• Rigorously monitor performance against approved budgets and put measures in place to address variances. Continuously identify areas for improved efficiency.

People Management:

• Responsible for team strength & performance level (attraction, selection, retention & development of regional CVM team).
• Ensure alignment with Team strength, performance and energy matched strategic requirements – under performers identified, improved or removed
• Ensure direct reports live Company ethics;
• Departmental goals understood and actively pursued by team; work accountability clearly delegated.
• Performance reviews are done regularly, everyone has clear picture of current performance, recognition given where it is due and low performers are acted upon.
• Coaching & Mentoring.

Key Performance Indicator
Internal:

• Marketing, Commercial Sales, Customer Care, Customer Operations, Digital Enablement, Customer Value Management, Customer Experience & PMO, Strategy, CII, Legal, Regulatory, Finance, HR; General Entertainment, Media Sales, Corporate Affairs

External:

• Research Agencies; Outsourced Outbound Agencies, Digital Platforms, 3rd Party Channels.

Qualifications

• Bachelor's Degree (Essential)
• MBA advantageous (Preferred)

Experience:

• Must have 7-10 years in a commerce, business administration or sales and marketing leadership role
• A minimum of 3 years deploying & managing a POS network preferably in a FINTECH.
• Experience managing a medium/large team
• Detailed commercial and financial acumen, balanced with creative flair
• Business Intelligence experience.
• Customer Relationship Management.
• Campaign management experience.
• Strong budget management experience

Technical Competencies:

• Customer Centricity
• Developing value propositions
• Brand Management
• Reporting and Research
• Project Management
• Financial Management/Budgeting
• Marketing Management
• Regulatory and Legal Compliance
• Media Management
• Vendor Management

Behavioral Competencies:

• Problem Solving
• Result Orientation
• Attention to Detail
• Time Management
• Planning & Organizing
• Resilience
• Ideas Generation.