Head of Customer Value Management Full-Time

PHCC is recruiting for one of its client, a Head of CVM to be based in Maputo:

Purpose of the Position:

• To design, develop and implement all initiatives targeting customers headed for disconnection and those who have already disconnected, in coordination with local markets;
• Furthermore, candidate will drive innovation thanks to clear vision of Customer Base management in 1-3-5 years.

Strategy and Execution Tasks:

• Deliver the CVM strategy that will drive and enable the Customer value, targets and objectives;
• Translate Organizational strategy into meaningful operational targets and strategic focus areas for the business unit under management.

Customer Active Days Ratio

• Develop upselling, prevention and win back initiatives with the aim of achieving growth targets from CVM angle;
• Follow up on in-country execution issues, supported by PMO, EBS, Ops, BI
  Centralized planning/ tracking of retention and prevention supported by the Planning function;
• Deploy initiatives to be able to measure and report on churn and churn drivers from each country (ie drive reporting efforts);
• Understand Churn drivers and continuously design/readapt initiatives to address them;
• Provide guidelines to in-country Retention teams (also giving inputs into PD’s;
• Sign off on in country Churn survey scripts and other customer-facing material as requested etc;
• Work closely with Customer experience manager to determine and address churn and retention objectives at all the various touch points (Sales, Installers, Payment platforms, Social Media, Traditional customer care (front counters and call centre) platforms).

People Management Tasks:

• Manage team members to ensure effective delivery of business unit objectives;
• Develop a high performing team by embedding formal performance development and informal coaching;
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed;
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Capital;
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met;
• Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member;
• When required, initiate disciplinary processes for team members calling on support from Human Capital when required;
• Resolve grievances raised by team members and escalate only if required;
• Address poor performance of any team member through the formal Performance Improvement programme and ensure that continued poor performance is appropriately dealt with;
• Motivate team members and ensure that their efforts are recognized.

Qualifications and Experience

• Degree or equivalent qualification in Marketing or Business Administration. Degree in Engineering or Science will be an added advantage;
• At least 6 years work experience;
• Consulting and media/ telco highly preferred.

Send your application (in English) to consultantmz1@phccglobal.com

The deadline is 6th Feb. 2019. Only the shortlisted candidates will be contacted.