Job Title

CVM Manager

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Job Description

The Organization

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 Manager 

Reports to

Head, CVM

Direct Reports

Yes

Division

Customer

Department

Customer

Org Structure

 

 

Key Customers

Internal:

 

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

 

External:

 

Research Agencies; Outsourced Outbound Agencies, Digital Platforms, 3rd Party Channels.

Location

Lagos, Nigeria

Purpose of the Position:

  • To support the Executive Head, CVM in the overall CVM roadmap to retain subscribers and maximize revenue

Key Performance Objectives

Tasks

Strategy Execution

 

§  Implement CVM strategy in Nigeria in order to achieve the objectives of leading the industry in ARPU, Churn control and high value market share.

 

§  Deliver the DStv targets for CVM as defined in budget for FY.

 

§  Analytics: Build Predictive & Propensity models for better decision making pertaining to key aspects such as Churn, acquisition, etc. leading to better customer lifecycle management.  Campaign management and ensure its effective rolling out 

 

§  Database Management & Reporting generating customer insights based on data analysis and identifying new revenue opportunities

Operational Delivery

 

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

 

§   Implement Information management policies that cover the following:

 

§   Full understanding and manipulation of the subscriber databases

 

§   Identify subscriber niches

 

§   Identify and implement necessary information e.g. FAQ’s

 

§   Ensure effective communication and dissemination of all churn related information e.g. FAQ’s, scripting and relationship marketing

 

§   Implement activities across all segments for customer revenue enhancement, base retention, and churn control

 

§   Drive upsell, cross sell and retention activities across segments.

 

§   Lead in design and execution of all BTL campaigns via multiple channels to achieve revenue target

 

§   Implementation and post evaluation of inbound and outbound campaigns (Head-office and regions)

 

§   Implement and manage churn function

 

§   Continuous analysis of system generated communication to subscribers e.g. DSD’s and SMS’s

 

§   Facilitate workshops to identify rouse causes of churn drivers. Implement initiatives addressing causes of churn drivers.

 

§   Own and drive individual product retention targets.

 

§   Design and implement a customer loyalty program

 

§   Work with all business units and relevant corporate divisions in rolling out the customer retention strategy.

 

§   Use BI and CRM to come up with appropriate reports and information that can be used in the retention strategy. 

 

CVM Budget Management

 

  • Manage annual CVM budget and forecast exercises (Product specific)

 

  • Rigorously monitor CVM performance against approved budgets and put measures in place to address variances. Continuously identify areas for improved efficiency

People Management

 

§  Responsible for team strength & performance level (attraction, selection, retention & development of Marketing team)

 

§  Ensure alignment with Team strength, performance and energy matched strategic requirements – under performers identified, improved or removed

 

§  Ensure direct reports live Company ethics;

 

§  Departmental goals understood and actively pursued by team; work accountability clearly delegated

 

§  Performance reviews are done regularly, everyone has clear picture of current performance, recognition given where it is due and low performers are acted upon

 

§  Coaching & Mentoring

Qualifications Essential:

  • Bachelor’s Degree

Qualification Preferred:

  • MBA advantageous

Experience

  • A minimum of 5 – 7 years in a commerce, business administration or sales and marketing leadership role
  • A minimum of 3 years of CVM experience,
  • Detailed commercial and financial acumen, balanced with creative flair
  • Business Intelligence experience.
  • Customer Relationship Management.
  • Campaign management experience.
  • Strong budget management experience

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

 

  • Problem Solving
  • Result Orientation
  • Attention to Detail
  • Time Management
  • Planning & Organising
  • Resilience
  • Ideas Generation

 

Are you interested in this dynamic and challenging position?  Please

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