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    • Senior Specialist: Customer Value Management - Randburg - MultiChoice Group

    MultiChoice Group
    MultiChoice Group Randburg

    1 month ago

    Default job background
    Description

    Senior Specialist: Customer Value Management (Insurance)

    The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security.

    We are proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.

    This role will help us achieve our objectives of expanding our pay-TV and SVOD subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing exceptional customer experience.

    Key Customers:

    • DStvTV customers
    • 3rd party service providers
    • Creative and advertising agencies
    • NMS Insurance Services (SA) Limited

    Internal:

    • Centre of Insights and Information division
    • Group General Managers
    • Customer Service team

    Purpose of the Position

    • To manage CVM DStv Insurance base and execute campaigns to drive growth, retention and revenue by capturing high levels of customer value through lifecycle management.
    • Liaise with product provider for the DStv Insurance base regarding the strategy.

    Key Performance Objectives

    Tasks

    Strategic Base Management

    • Develop and implement customer value management DStv Insurance programmes to increase value through effective lifecycle management.
    • Manage DStv Insurance customer communication programmes across multiple mediums: email, SMS, digital marketing etc. and track performance and impact.
    • Oversee DStv Insurance communication execution, planning and improvements.
    • Manage customer profile data quality and integrity.

    Campaign Planning and Management

    • Ensure all DStv Insurance campaigns are delivered on time, within budget and influence customer behaviour and drive retention.
    • Oversee DStv Insurance campaign management process from defining campaign KPIs, designing campaign, briefing it to agencies, ensuring execution and reporting on overall performance.
    • Foster knowledge management by aligning campaign management process with CVM planning and execution requirements.
    • Liaise with digital agencies, vendors and campaign execution vendors to manage job schedules and ensure deadlines are met.
    • Monitor and assess campaign effectiveness and identify ways to improve activities.

    Analytics, Reporting and Budgeting

    • Work with CII and digital agency to provide regular analysis of campaigns.
    • Analyse and identify trends and gaps, recommend appropriate action to leverage opportunities and/or mitigate risk and enhance engagement activities.
    • Manage customer engagement metrics.
    • Keep account of allocated budget and ensure expenditure has justifiable value add.
    • Report campaign outcomes to stakeholders against set metrics.

    People Management

    • Develop a high performing team by embedding formal performance management process and informal coaching.
    • Determine development needs for the team and ensure identified training requirements are budgeted for and executed.
    • Interview and recruit new team members, including determining compensation levels.
    • Initiate disciplinary processes for team members as needed.
    • Resolve grievances raised by team members and escalate if required.
    • Address poor performance through formal Performance improvement programme.
    • Motivate team members and recognise their efforts.

    Qualifications Essential

    • Degree in Marketing, Business or related field.

    Qualification Preferred

    • Post Graduate Degree in Marketing, Business or related field advantageous.

    Experience

    • A minimum of 3-6 years' in Customer Value Management experience or
    • A minimum of 3 years' experience in Campaign Management / Direct Marketing.
    • 2+ years of Industry experience (Advantageous).
    • Experience working with marketing automation platforms (Advantageous).
    • Customer Value Management.
    • Data and Report management.
    • Project management.
    • Financial Management/Budgeting.
    • Commercial Acumen.
    • Stakeholder Management.
    • Relationship Building.
    • Decision Making.
    • Critical Appraisal.
    • Holistic Thinking.
    • Persuading & Influence.
    • Coaching.
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