Senior Analyst: Customer Value Management

5 months ago

Midrand, South Africa Blue Label Telecoms Full time

**JOB PURPOSE**

To implement a robust customer value proposition for company through research on customer insights, industry trends and competitors. To identify opportunities to improve the customer value proposition and customer experience. To subsequently use the insights gained to develop customer centric solutions for those opportunities in collaboration with internal and external resources. To provide solutions to increase revenue and deliver on the Company Strategy.

**RESPONSIBILITIES**

**Implement a Customer Value Proposition**
- Implement and monitor the Company Customer Value Management strategy.
- Develop efficient process and procedures to embed a customer centric experience.
- 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.

**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 behavior across all communication platforms.
- Ensure all campaigns are developed with clear measurable objectives, to drive 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 outcome of campaign.

**Project Management**
- Project manage overall logistics to ensure smooth execution.
- Liaise with all identified partners/departments to ensure single customer view per project timelines.
- Work with marketing to develop creative for campaigns (stand alone or integrated) to support objectives.
- Liaise with all partners to ensure smooth execution.
- Ensure action plans are appropriately prioritized for each area (impact versus cost/difficulty to do) as well as resourced.
- Engage with vendors to create new campaigns that are innovative for Company.
- Ensure this is distributed across all communication channels where relevant

**Customer Development Program focus on ARPU**
- Analyse data on an on-going basis to identify cross-sell 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 cross-sell 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 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 the Company base that are prone to promotions are protected and campaigned to prevent attrition

**Retention Strategy & Execution**
- Ensure churn is tracked against budget and is aligned.
- Execute necessary plans to tackle subscriber retention.
- Drive targets for the different elements of churn and ensure full commitment from the business to meet these.
- Work closely with all business stakeholders and channel plans to build actionable plans to retain the Company subscriber base and grow revenues.

**Work Collaboratively**
- Uses the informal structure, dynamics and culture of an organisation to get things done.
- Actively seeks input in decision-making.
- Shows others how their objectives align with own.
- Actively contributes to the broader organisation or team, compromising on own preferences where necessary.
- Invests in building relationships with others.
- Build a culture of respect and understanding across the organisation

**Self-Management**
- Thinks from customer’s perspective and continually delivers improved offerings that provide win/win impact
- Shares information and ideas with customers, and challenges and stands up to them as appropriate
- Takes special actions beyond standard business practice in the interest of the
- customer
- Identifies and develops best practices for working with or adding value to the
- customer, and champions among colleagues/stakeholders
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Plan and prioritise, demonstrating abilities to manage competing demands
- Demonstrate abilities to anticipate and manage change
- Demonstrate flexibil

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