Customer Value Manager, Field at MultiChoice Group

Jobs

MultiChoice Group is a leading entertainment company and we’re home to some of the most recognised brands on the continent. Our entertainment platforms – DStv, GOtv, Showmax and DStv Now – are a hub for more than 19 million people across 50 co

We are recruiting to fill the position below:

Job Title: Customer Value Manager, Field

Location: Lagos, Nigeria (On-site)
Job type: Full-time 
Level: Mid-Senior
Band: Key Customers
Department: Customer
Direct Reports: Division
Reports to: Executive Head, CVM

    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.
    • 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.
    • Identify opportunities and activities to grow the base; in valuable customer segments for enhancement, base retention, and churn control.

    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
    • 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.
    • Ensure direct reports live Company ethics;
    • Departmental goals understood and actively pursued by team; work accountability clearly delegated.

    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
    • Customer Relationship Management.
    • Campaign management experience.
    • Strong budget management experience
    • Detailed commercial and financial acumen, balanced with creative flair
    • Business Intelligence experience.

    Technical Competencies:

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

    Behavioral Competencies:

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

    How to Apply
    Interested and qualified candidates should:
    Click here to apply

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