• June 23, 2021
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Manager Average Revenue Per User (ARPU)

Manager Average Revenue Per User (ARPU)

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 behavior 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.

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

How to apply

You can apply by submitting your cover letter and CV to [email protected] with the subject line Manager Average Revenue Per User by 5th July

To apply for this job email your details to [email protected]

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