Overview
Specialist: Customer Value Management (CVM) Outbound Jobs in South Africa at MultiChoice Group
Designation:
Specialist: Customer Value Management (CVM) Outbound
Category:
MultiChoice South Africa
Level:
Closing date:
22-Apr-2025
Position Type:
Permanent
Location:
MultiChoice City
Job Description:
The Organization
The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.
By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing exceptional customer experience.
Join Africa’s most loved storyteller!
Key Customers
Internal:
3rd party vendors providing call centre support/service
DStv customers
3rd party service providers
External:
Centre of Insights and Information division
Marketing division
Sales Division
Finance division
Group General Managers
Customer Service team
Location: South-Africa, Johannesburg, Randburg.
Purpose of the Position: The CVM Specialist (Outbound) is responsible for managing the day-to-day operations of the Customer Value Management Outbound call center campaigns. This role involves being the Outbound campaign liaison between the CVM campaign initiators and vendors in ensuring excellent customer service delivery, and achieving key performance indicators (KPIs) related to customer retention, upselling, and cross-selling.
Key Performance Objectives
Tasks
Campaign Planning and Management
Manage the campaign management process for all CVM Outbound campaigns from briefing campaign to vendors, to monitoring performance of campaigns and managing reporting of campaigns.
Manage and own monthly reports to track CVM Outbound campaigns from both MultiChoice and vendors.
Foster knowledge management by aligning the campaign management process with CVM planning and execution requirements.
Liaise with digital agencies, 3rd party vendors and campaign execution vendors to manage job schedules and ensure that all deadlines are met.
Monitor and assess campaign effectiveness and identify ways to improve activities.
Operations
Working together with vendors to oversee and ensure training, motivating and managing staff to provide high quality customer service.
Managing the daily running of the centre by liaising with vendors and CVM management.
Ensuring preparation of reports by vendors and the checking of those reports.
Meeting with vendor management staff and call centre supervisors to discuss progress and resolve issues.
Allocating and supervising campaigns.
Analytics and Reporting
Work with internal teams CII (Centre of Intelligence and Insights)to provide in-depth and regular analysis of campaigns.
Analyse report findings to identify trends and gaps, recommend suitable actions to proactively leverage opportunities and/or mitigate risk as well as enhance the effectiveness of initiatives.
Conduct thorough analysis of customer data to identify segments based on behavior, preferences, and demographics.
Analyze the entire customer lifecycle, from acquisition to retention, to identify areas for improvement and optimization.
Qualifications Essential
Degree in Marketing, Business or related field
Qualification Preferred
Post Graduate Degree in Marketing, Business or related field advantageous
Experience
A minimum of 3-5 years in call centre management experience or similar
A minimum of 3 years of customer value management
2+ years of management experience
Familiarity with the industry and market trends related to customer engagement and satisfaction.
Experience managing projects related to customer value management, ensuring timely and successful implementation.
Hands-on experience in implementing strategies to optimize the customer lifecycle, from acquisition to retention.
Technical Competencies
Call centre management
Customer Value Management
Data and Report management
Project management
Stakeholder Management
Customer Lifecycle Management
Customer Segmentation and Analysis
Customer Retention Strategies
Vendor Management
Behavioral Competencies
Accountability
Teamwork
Interpersonal Support
Perseverance
Motivating
Prioritisation
Analytical Thinking
Title: Specialist: Customer Value Management (CVM) Outbound
Company: MultiChoice Group
Location: South Africa
