Senior Manager: Customer Value Management

2 weeks ago

Sandton, South Africa Blue Label Telecoms Full time

About Company


BluNova is a subsidiary of Blue Label Telecoms responsible for drawing value from its large heterogeneous corpus of data originating from multiple companies within the Blue Label group.

With this data, we identify opportunities in the market and develop sustainable solutions to exploit these opportunities. We leverage scalable cloud technologies to deploy our solutions, with a strong emphasis on automation.

Most of our data analysis is performed in a distributed spark environment, where we have leg room to spin up large clusters exceeding thousands of cores and terabytes of RAM when needed.


Job Purpose

Responsibilities

Develop a Customer Value Proposition

  • Develop and improve the Cell C CVP
  • Ensure customer engagement and satisfaction align the objective of Cell C towards the needs of the customer
  • Develop efficient processes and procedures to embed a customercentric experience
  • Develop proactive mechanisms to continuously access and resolve CVP shortfalls
  • Design the CPM footprint together with solutions
  • Develop and implement a full customer development program as an aid to retention
  • Identify opportunities to improve the customer value proposition and customer experience, as well as building solutions
  • Research customer insights, industry trends and competitors
  • Build relationships with other functional areas within the business to foster collaborative and efficient solution designs
  • Keep abreast with global trends to ensure Cell C is in line with best practice principles

Campaign Management

  • Develop campaigns as required across multiple channels
  • Manage campaigns from conception through to ROI final analysis
  • Analyze, understand and act on the customer behaviour across all entertainment platforms
  • Ensure all campaigns are developed with clear measurable objectives, to drive the evaluation of campaign performance (measuring conversion rates and campaign ROI) with the aim of continuously increasing campaign effectiveness
  • Review campaign performance analyses
  • Create final reports for dissemination to stakeholders and recommendations on the outcome of the campaign

Project Management

  • Manage basic aspects of the data management system with guidance from senior colleagues
  • Including being responsible for developing or operating basic elements of the data management systems to deliver prescribed outcomes

Customer Development Program focuses on ARPU

  • Analyse data on an ongoing basis to identify crosssell opportunities
  • Define and present proposals to increase ARPU and stimulate revenue
  • Implementation of campaigns to increase ARPU and stimulate revenue
  • Track and measure success and the resultant increase in revenues of Up-Sell and crosssell campaigns
  • Manage active base and analyse behaviours to ensure segmented/targeted campaigns are designed to engage customers and bring them out of early dormancy and prevent attrition of active base

Analysis and Research

  • Coordinate with BI (Business Intelligence) to identify revenue opportunities and customer trends
  • Conduct ongoing research for best practices in customer/product behaviour and share them with counterparts in other business units
  • Conduct deskbound research to identify trends, threats and opportunities to stimulate revenue growth
  • Track competitor activities daily and execute campaigns that match or are more competitive to ensure prevention of share of wallet movement due to Multi-SIM base on Cell C
  • Work closely with the Product Managers to ensure that competitor promotions are analysed and that Cell C base that is prone to promotions are protected and campaigned to prevent attrition

Retention Strategy & Execution

  • Prepare and coordinate the completion of various data and analytics reports

Skills

  • Delivers beyond expectations
  • Empowers teams to perform
  • Motivates others to work with self
  • Mobilizes others to initiate change

Education

  • Matric
  • Undergraduate degree

Experience

  • Over 3 years to 6 years of Experience

Additional Information

Budget and Cost Control

  • Monitor the CVM Budget and propose budget spending to improve programs
  • Provide input into the yearly budget required for CVM
  • Motivate addition costs as per project implementation
  • Perform any other related duties as requested by Management

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