Reports To: Head – Customer Value Management MultiChoice Africa Holdings an African platform operator is listed on the Johannesburg Stock Exchange. Its strategy is to offer the best local and international content across multiple platforms to customers wherever they are. MultiChoice Africa’s expertise lies in distributing media products and creating media content. 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, MultiChoice Africa Holdings is the leading Pay TV provider in most of the key African markets.
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 MultiChoice Africa 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 selling decoders and collecting subscription fees.
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

Interact Internal External
• Marketing, Sales, Care & CX, Operations & PMO, Digital Enablement, Strategy, CII, Legal, Regulatory, Finance, Corporate Affairs, HR, BTD, EBS
• Retailers, Distributors, Installers, Agencies, Outsourcing vendors/service providers, 3rd party channels, Events Organizations, Research Agencies
Organisation Structure

Job Purpose
• Focused on delivering the DStv and GOtv business targets for Reconnects, Disconnects, Active Days, ARPU, reducing dormancy, increasing loyalty, upsell and cross sell, customer lifecycle management/engagement and CSAT as per budget, contributing to the formulation of CVM strategy and ensuring its correct implementation. The CVM Manager-ARPU is responsible for all CVM related activities in-market, complete and up-to-date understanding of the customer base behaviour and trends as well as to maintain a highly skilled and motivated team to ensure maximum efficacy

Responsibilities /Key Deliverables
Strategy localization and execution
• Deliver the Customer Value Management strategy that will drive and enable the Customer value, targets and objectives.
• Translate the organizational 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.
• Keep a close relationship and understanding of marketing plans and content to be promoted.
Business Growth and Revenue Generation
• Budget for and negotiate the necessary resources to drive and deliver the planned activities and campaigns.
• Ensure technical conditions and capacity to communicate discounted and non-discounted campaigns to the Customer base ensuring full adherence to existing SLAs.
• Negotiate agreements with 3rd Party vendors and maximize ROI.
• Understand subscriber behaviour and monitor customer base trends to continuously design/readapt initiatives to address risks and inform the business.
• Revise and sign off on CVM documentation as per request from CVM Commercial or CVM Governance, contributing to the improvement and refinement of all content.
• Plan, coordinate and supervise all retention activities towards 90-day active base improvement.
• Measuring the success of a loyalty programme
People Management
• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
• Determine and analyze development needs for the team and ensure that identified training requirements are budgeted for and executed, as per cross-functional skill development activities oriented to impact the retention effort.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• Implement reward schemes towards performance.
• Implement successful change initiatives, plan and ensure optimal resource.
Reporting
• Report campaign results to Senior Leadership in-market and at Corporate unpacking all variances against target.
• Report projections on business growth by the impact of Reconnections, Disconnections, Migrations, Active Days, 90-day Active, VAS adoption, ARPU and equivalent.
• Report on resource allocation and budget spend.

Person Specification
Education & Training
• Bachelors’ degree in any of the following subjects: Business, Economics, Marketing, Business Administration, Business Statistics or Mathematics
• MBA highly preferred
Skills & Experience
• 4 years + of professional Commercial or Marketing experience ideally within the pay-tv or telecommunications industry and at least the last 2 years in a management role
• Strong experience in customer experience and journey, churn retention, revenue assurance and campaign management and customer lifecycle management.
• Experience Customer Retention Management, Customer Experience, Customer Strategy or related role (preferably in a consulting, services or subscriptions sectors)
• Subscriber Base Management
• Customer Relationship Management
• Customer Intelligence
• Negotiation
• Forecast / Demand Strategies
• Customer Satisfaction Measurement
• Business Strategy
• Financial Management / Budgeting

Behavioural Competencies
• Decision making
• Holistic thinking
• Leadership and navigation
• Influencing
• Goal oriented
• Business acumen
• Communication