Job Role: Enterprise Base Management (Senior) Salary: R. 1 200 000 Per Annum Location: JHB
End-to-end accountability of Enterprise customer value management (CVM) P&L. Create and implement a customer base management strategy for the SA Enterprise base per enterprise segment. Develop detailed plans, campaigns and commercial offers to support the delivery of this strategy. Define, manage and drive the execution of all direct marketing and commercial campaigns that will maximise the Enterprise customers lifetime value through extending tenure, growing revenues and improving margins.
Develop an Enterprise CVM strategy to maximise customer lifetime value and increase the contribution of the Enterprise segments to overall service revenue.
Provide input into the overall CVM business strategy and budget, specifically the Enterprise business unit by ensuring the Enterprise CVM strategy and its commercial deliverable's are aligned and supporting of the overarching business goals.
Lead the business transformation to embed CVM decision-making principles and culture in the wider organization
Set up and act upon comprehensive Enterprise base and segment management dashboards and reporting. Define and create Enterprise CVM base management reports. This includes - but is not limited to - Inflow-Base Value-Outflow reports (IBRO/IBO/ICBO reports, campaign ROI reports, customer base health reports and a monthly Enterprise CVM dashboard to summarise the relevant Enterprise CVM KPIs.
Manage Enterprise customer segments both from a value and volume perceptive. Deliver volume and value forecasting (line and customer) for all CVM activities for the Enterprise base for budgeting processes.
Manage delivery of integrated customer insight for customers, including actionable value-, usage- and needs-based segmentation and predictive models, linked with competitor intelligence and market research.
Analyse commercial impact of BTL programs on product penetration, ARPU and incremental value delivered. Define analyses of the Enterprise base to identify opportunities to apply products and tariffs to maximize lifetime value.
Define and execute Enterprise base development programs to support growth in customer base ARPU through targeted and segmented offers, lifecycle journeys, BTL campaigns and cohort-specific pricing with a specific focus on data up-sell and tariff migration initiatives. Define and ensure operational execution of cross- and up-sell direct marketing campaigns through the appropriate channels.
Manage all direct marketing campaign execution and significantly improve ROI through strong campaign management tools operations, campaign planning, detailed design, production, test, roll-out, commercial return and evaluation.
Input into proposition development carried out by Enterprise product and segment owners and advise of base implications during prioritisation between specific initiatives.
Work with sales channels, product and segment marketing teams to reduce displacement/down-trading across the high value customer base, improve value inflow and overall optimize CLV.
Manage Enterprise customer retention and tenure through an integrated approach that include inflow management, retention campaigns and activities, loyalty programs and partnerships.
Perform channel mix optimisation for base development activities. Drive and optimise channel execution by setting volume and value targets based on the approved Enterprise budget.
4 year tertiary qualification in Commerce (Marketing/Communications) or related
Post graduate degree or equivalent in mathematics, engineering, statistics, economics or any other commercial or science degree
10 years’ experience of which 5 years should be in a Senior Management capacity