Job Title

CVM Dormancy Manager

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Job Description

The Organisation

Multichoice Africa (MAL), a segment of Naspers, is a broad-based multinational media group headquartered in Dubai with regional office in Nigeria with principal operations in pay television and video entertainment. The group operates in almost 50 countries in Africa. Its holding company, Naspers, is listed on the Johannesburg Stock Exchange (JSE) and has an ADR listing on the London Stock Exchange (LSE). International investors account for around 50% of its shareholder base.

An African platform operator, Video Entertainment’s expertise lies distributing media products, creating media content and selling advertising. Its key areas of operations are:

§  Pay Television: direct-to-home satellite and digital terrestrial television services; and

§  SVOD: subscription video on demand services across multiple online platforms with a focus on library and local content in developing markets

Operating in the majority of African countries, MAL is the leading Pay TV provider in most of the key African markets. Its strategy is to offer the best local and international content across multiple platforms to customers wherever they are.

The group’s strength lies in its focus on local language and culture, its entrepreneurial spirit and the quality of its workforce. Over the years MAL has built a successful track record of identifying trends early, adapting them for the markets in which it operates and leveraging them to maximum advantage. The group generates revenues mainly by collecting subscription fees, with a moderate contribution from advertising revenue. Its key objectives are to:

§  Build its Pay TV and SVOD subscriber base

§  Focus on investment and technology

§  Maintain a local approach

§  Provide quality service

§  Attract innovative and motivated employees

Position Name

CVM Dormancy Manager 

Reports to

Head, CVM

Direct Reports






Org Structure




Key Customers



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.


Lagos, Nigeria

Purpose of the Position:

  • To support the Head, CVM in the overall CVM roadmap to reduce Dormancy and maximize revenue

Key Performance Objectives


Strategy Execution


§  Design and implement a business plan with revenue enhancement objectives to reduce dormancy


§  Define a roadmap with related initiatives and comprehensive business requirements


§  Design and lead promotions and campaigns of different types: (Up/cross selling, Account penetration and ARPU stimulation specifically to minimally reduce dormancy)


§  Design and lead customer profiling program (objectives, process, tools, quality)

Operational Delivery


§   Define set of activities required to deliver against the CVM targets and ensure alignment with Segment Marketing and Channels


§   Forecast and measure the impact of all campaigns,


§   Deliver CVM enablement initiatives to support sustainable cross-sell, up-sell and retention campaign activities.


§   Manage and ensure proper data analysis, monitoring and reporting of dormancy


§   Grow the value of the in-life revenue and loyalty of the customer base.
Ensure  implementation and execution of all BTL campaigns via multiple channels to reduce Dormancy.


§   Implement tacticals across all bouquets for customer revenue enhancement, base retention and churn control.


§   Monitor and ensure all campaigns developed by CVM campaigns are reliably executed in systems and other customer touch points.


§   Monitor statistical models to identify subscribers propensity to buy and propensity to churn.

Relationship Management


§  Leverage external networks to identify optimization opportunities

§  Leverage internal networks to identify optimization opportunities

Qualifications Essential:

  • Bachelor’s Degree

Qualification Preferred:

  • MBA advantageous


§  Minimum 5- 7 years of experiences

§  Commercial experience

§  Proven numerical skills and commercial acumen and the ability to interpret commercial and financial analysis

§  A track record of developing a strategic vision of CVM activities and of reaching ambitious revenue objectives

§  Competent and confident relationship building skills and be able to influence senior management

Technical Competencies  

  • Customer Centricity
  • Developing value propositions
  • Brand Management
  • Reporting and Research
  • Project Management
  • Financial Management/Budgeting
  • Marketing Management
  • Regulatory and Legal Compliance
  • Media Management
  • Vendor Management

Behavioral Competencies


  • Accountability
  • Team Work
  • Delegation
  • Interpersonal Support
  • Perseverance
  • Motivating
  • Prioritization
  • Analytical Thinking


Are you interested in this dynamic and challenging position?  Apply 

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