Customer Value Manager, Field at MultiChoice Group

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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

To apply for this job please visit www.linkedin.com .