HEAD OF CUSTOMER VALUE MANAGEMENT – DSTV Zimbabwe 110 views

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Applications are invited from suitably qualified and experienced individuals to fill the above position that has arisen in our Customer Value Management Department.

Reporting to: General Manager

Summary of Duties and Responsibilities

• Strategy localization and execution

Delivering the Customer Value Management strategy that will drive and enable achievement of the Customer value, targets and objectives.

Translating the organizational strategy into meaningful operational targets and strategic focus areas.

• Business Growth and Revenue Generation

Budget and negotiate for the necessary resources to drive and deliver the planned activities and campaigns.

Understand subscriber behaviour and monitor customer base trends to continuously design/readapt initiatives to address risks and inform the business.

Plan, coordinate and supervise all Retention activities towards 90-day active base improvement.

• Improve Customer activity

Deliver the revenue targets as defined in budget for FY by augmenting subscriber active days

Value proposition development and implementation for continuous tenure through improved customer onboarding and engagement.

Develop and execute campaigns oriented to improve pay on time behaviour

• People Management

Develop a high performing team by embedding formal performance development and informal coaching- Implement reward schemes towards performance.

Implement successful change initiatives, plan and ensure optimal resource.

• Maximize Subscriber Value

Contribute to the design and implement a high value customer strategy

Ensure appropriate resource allocation within CVM to deliver the upsell and VAS adoption strategy

Ensure governance measures are defined to monitor the execution of the upsell, cross sell and VAS adoption strategy by the execution team

Identify opportunities and risks around VAS uptake and ARPU increase

• Reporting

Report campaign results to Senior Leadership in-market and at Corporate unpacking all variances against target.

Report projections on business growth by the impact of Reconnections, Disconnections, Migrations, Active Days, 90-day Active, VAS adoption, ARPU and equivalent.

Report on resource allocation and budget spend.

Qualifications and Experience

• Business related Degree in such areas as Economics, Finance, Business Management, Statistics or Computer science
• A master’s degree and or related business professional qualification is an added advantage
• Strong industry/market knowledge
• Strong research and data analysis skills
• Strong projection and forecasting skills
• Ability to collaborate cross-functionally
• Power point, advanced excel user and Power Bl and other analytical tools
• Minimum of 7 years’ experience in in a similar role