Purpose of the Position:

To drive, accelerate market growth and revenue by capturing high levels of customer value through lifecycle management. Drive the customer value management strategy that has a clear vision of the growth objectives the company seeks to deliver.

Key Performance Objectives
Customer Strategy

Define and initiate strategies to target customers with regards to specific customer experiences which promote activity and retention as an outcome.
Plan the overall customer engagement strategy and draw a business plan to ensure strategy implementation aligns to the different segments and platforms to promote achievement of set objectives.
Define customer growth and retention strategy through analyzing and translating market and behavioural data to identify customer needs.
Facilitate and drive stakeholder engagements to achieve cross functional support and knowledge sharing.

Budget Management

Demonstrates strong financial acumen and logical decision making in offer development
Keep account of the allocated budget and ensure all expenditure has justifiable value add.

Operational Delivery

Drive and develop campaigns and initiatives to improve customer attrition and increase ARPU
Maintain accountability for, and report on the success of implemented campaigns
Drive and report on return on investment of retention initiatives
Management of all customer lifecycle steps: customer engagement ’ communication, campaign execution ’ optimisation with the primary objective to maintain, develop and increase retention, activity rates, and revenue through targeted initiatives

People Management

Oversee the activities of the project teams
Develop a high performing team by embedding formal performance management process and informal coaching. Encourage frequent knowledge sharing between team members.
Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources.
Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
Resolve grievances raised by team members and escalate only if required.
Address poor performance of any team member through the formal Performance improvement programme and ensure that continued poor performance is appropriately dealt with.
Motivate team members and ensure that their efforts are recognised.

Qualifications

Degree in marketing, business management or similar
Post graduate would be an advantage

Experience

A minimum of 8-10 years in marketing, campaign management or relevant experience
A minimum of 5 years of customer value management experience
5+ years management experience
Experience in Customer Retention Management, Customer Strategy or related role

Technical Competencies (List the key technical competencies)

Developing Strategy – Customer Relationship Management (CRM)
Reporting and Research
Project Management
Financial Management/Budgeting
Product/Brand Knowledge
Commercial Acumen

Closing Date: 2023/08/04