Specialist : Customer Value Management (Cvm) Outbound

Multichoice Group; Gauteng; On-site; ZAR 30 000 - 60 000; Full time

Job summary

Join a dynamic and innovative media and entertainment group as a CVM Specialist in Johannesburg. This role offers the opportunity to manage outbound call center campaigns, ensuring exceptional customer service and driving customer retention through effective upselling and cross-selling strategies. You'll collaborate with various teams to analyze data and optimize customer engagement, making a significant impact on the company's growth in the African market. If you're passionate about customer value management and thrive in a fast-paced environment, this is the perfect opportunity for you.

Qualifications

• 3-5 years in call center management or similar roles.
• Experience with customer engagement strategies and project management.

Responsibilities

• Manage CVM Outbound campaigns, ensuring alignment with KPIs.
• Oversee staff training, manage daily operations, and liaise with vendors.
• Analyze campaign data and recommend improvements.

Skills

Customer Engagement Strategies

Project Management

Call Center Management

Education

Degree in Marketing

Postgraduate Degree in Marketing

Job description

Specialist: Customer Value Management (CVM) Outbound

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 serve 20 million subscribers across more than 50 African markets, continuously adapting to industry trends to deliver the best in entertainment. By joining our passionate and creative team, you can help us expand our pay-TV and SVOD subscriber bases, improve advertising sales, support local content, and provide exceptional customer experiences.

Key Customers: Internal: 3rd party vendors supporting call centers, DStv customers, 3rd party service providers; External: Centre of Insights and Information division, Group GMs, Customer Service team.

Location: Johannesburg, Randburg, South Africa.

Purpose of the Position: The CVM Specialist (Outbound) manages daily operations of the Customer Value Management Outbound call center campaigns, acting as the liaison between campaign initiators and vendors to ensure excellent customer service and achievement of KPIs related to customer retention, upselling, and cross-selling.

Key Responsibilities

1. Campaign Planning and Management: Manage all aspects of CVM Outbound campaigns from briefing vendors, monitoring performance, and reporting. Ensure alignment with CVM planning and execution, and improve campaign effectiveness.
2. Operations: Oversee staff training and motivation, manage daily center operations, liaise with vendors, and ensure timely preparation and review of reports. Conduct meetings to discuss progress and resolve issues.
3. Analytics and Reporting: Collaborate with the Centre of Insights and Information to analyze campaign data, identify trends, and recommend improvements. Conduct customer data analysis to optimize the customer lifecycle.

Qualifications

• Essential: Degree in Marketing, Business, or related field.
• Preferred: Postgraduate Degree in Marketing, Business, or related field.

Experience

• 3-5 years in call center management or similar roles.
• 3+ years in customer value management.
• Management experience of at least 2 years.
• Experience with customer engagement strategies and project management.

Employment Details: Full-time, Mid-Senior level, in industries such as call centers and insurance. Functions include Customer Service, Analysis, and Project Management.