Multichoice's job vacancy, Career and Recruitment
Job title : Customer Value Manager, Field jobs in Lagos Job Location : Lagos Deadline : August 13, 2022
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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.
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
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
Research Agencies; Outsourced Outbound Agencies, Digital Platforms, 3rd Party Channels.
Bachelor's Degree (Essential)
MBA advantageous (Preferred)
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 :
Developing value propositions
Reporting and Research
Financial Management / Budgeting
Regulatory and Legal Compliance
Behavioral Competencies :
Attention to Detail
Planning & Organizing
Customer Service jobs in Nigeria *Customer Service jobs in Lagos *Customer Value Manager, Field in Lagos