Vacancy

Head of Customer Value Management (m/f)

Heading Moçambique

Heading is recruiting a Head of Customer Value Management (m/f), to be based in Maputo, Mozambique.
Duties
  • Deliver the Customer Value Management strategy that will drive and enable the customers' value, targets and objectives
  • Translate 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
  • 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)
  • Provide guidelines to in-country Retention teams (also giving inputs into PD´s) Sing off 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 touchpoints (Sales, Installers, Payment platforms, Social Media, Traditional customer care: front counters and call center, platforms
  • Manage team members to ensure effective delivery of business unit objectives
  • 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 an executed
  • Create an effective workforce and recruitment demand plans to ensure that current and future business requirements can be met
  • Review and update the department´s organizational 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
Requisites
  • Degree in Marketing or Business Administration
  • At least 6 years of experience in a similar position
  • Product knowledge
  • Customer relationship management
  • Customer intelligence
  • Customer satisfaction measurement
  • Forecast/Demand strategies experience
  • Fluent in both Portuguese and English
Notes
  • Only shortlisted applicants will be contacted
This vacancy is no longer accepting applications

Details

  • Entity Heading Moçambique
  • Location
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  • Published 05.11.2019
  • Expires 30.11.2019
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