| True North Consult Ltd is a boutique HR Consultancy Firm that offers bespoke HR solutions to selected clients in various sectors and industries across East Africa, with operational offices in Kampala, Nairobi and Kigali.
We are sourcing for a qualified and competent individual to fill the following key position for one of our Clients, a multinational media organisation with principal operations in pay television and video entertainment.
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| Position Name |
Retention Manager |
Position ID |
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| Reports to |
Head of CVM |
| Direct Reports |
N/A |
| Division |
Customer |
Department |
Customer Value Management (CVM) |
| Band |
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| 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 |
Uganda |
| Purpose of the Position:
§ To support the Executive Head, CVM in the overall CVM roadmap to reduce Dormancy and maximize revenue |
| Key Performance Objectives |
Tasks |
| 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)
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| 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 initiates to support sustainable cross-sell, up-sell and retention campaign activates.
- 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 tactical 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 subscriber’s propensity to buy and propensity to churn.
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| Relationship Management |
- Leverage external networks to identify optimisation opportunities
- Leverage internal networks to identify optimization opportunities
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| Qualifications Essential:
Qualification Preferred:
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Experience
- Minimum 5- 7 years of experience
- 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
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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
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Behavioral Competencies
- Accountability
- Team Work
- Delegation
- Interpersonal Support
- Perseverance
- Motivating
- Prioritization
- Analytical Thinking
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