Head of Customer Value Management Full Time

Job Purpose

To design, develop and implement all initiatives targeting customers headed for disconnection and those who have already disconnected, in coordination with local markets. Furthermore, candidate will drive innovation thanks to clear vision of Customer Base management in 1-3-5 years. This is done for MAL and under the coordination of the Senior Manager Customer Lifecycle

Job Responsibilities

• Deliver the Customer Value Management strategy that will drive and enable the Customer value, targets and objectives
• Translate Organisational strategy into meaningful operational targets and strategic focus areas for the business unit under management.
• Ensure that the focus areas are disseminated to all levels in the business unit.
• Develop upselling, prevention and winback initiatives with the aim of achieving growth targets from CVM angle
• Follow up on in-country execution issues, supported by PMO, EBS, Ops, BI
• Centralized planning/ tracking of retention and prevention, supported by the Planning function
• Deploy initiatives to be able to measure and report on churn and churn drivers from each country (ie drive reporting efforts)
• Understand Churn drivers and continuously design/readapt initiatives to address them
• Provide guidelines to in-country Retention teams (also giving inputs into PD’s)
• Sign off on in country Churn survey scripts and other customer-facing material as requested etc
• Work closely with Customer experience manager to determine and address churn and retention objectives at all the various touch points (Sales, Installers, Payment platforms, Social Media, Traditional customer care (front counters and call centre) platforms)
• Manage team members to ensure effective delivery of business unit objectives.
• Develop a high performing team by embedding formal performance development 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 Capital.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
• Approve leave requests for team members and create leave plan to ensure adequate coverage.
• When required, initiate disciplinary processes for team members calling on support from Human Capital 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 or equivalent qualification in Business, Analytics, or related field

Work Experience

• At least 6 years work experience. Consulting and media/ telco highly preferred