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Job Description

Customer Value Management Specialist

  • Khartoum

Description

Department/Section: Commercial/Marketing
Job Title: (Segment) CVM Specialist
Reports to: CVM Team Leader
Job Purpose:
As a Customer Value Management (CVM) specialist for the Segment unit, this is the key role to create, manage and be accountable for the development of a below the line program of activity.
Responsible for creating and executing the Contextual marketing strategy to achieve agreed KPI targets.

Key Tasks/Accountabilities:
  1. Responsible for the ongoing measurement and evaluation of the campaign for Segment.
  2. Responsible for the ongoing analysis and interpretation of trends in the Customer Base to drive insights and actions.
  3. Point of contact for BTL day-to-day to the Segment unit.
  4. Responsible for the revenue generated for Segment unit and counts/subscriptions.
  5. Arrange internal campaign approvals, if necessary, for campaigns proposed by CMS TL.
  6. Liaison with DWH/IT for resolving issues with data/connectivity/files/etc.
  7. Provide Arabic/customized language translation of SMS messages to be broadcast and manage all awareness messages and efficiency
  8. Manage day-to-day operational matters of CVM campaigns and CMS platform for Segment.
  9. Prepare and get approval of business cases of the campaigns for Segment unit.
  10. Evaluate campaigns and prepare summary for performance per campaign and monitor to meet CVM KPI’s
  11. Universal control group analysis
  12. Campaign opportunity assessment / base analysis
  1. Continuously monitor overall market for loyalty, satisfaction, threats, recommendations etc
  2. Make sure that the regional distribution is considered in the CVM program.
  3. Manage and apply the Customer Value Management programme to enhance brand/customer experience
  4. Coordinates at all stages with the CVM Leader and heads of other segments.
  5. Manage and implement all strategic responsibility as highlighted in annual strategic plan.
  6. Responsible for the security, Confidentiality & Integrity, of all information assets within his/her responsibilities in accordance with the company’s Information Security Policies.
Typical Performance Measures:
- Customer life time (retention and loyalty)
- Customer spending through the life time (cross / upsell / deep-sell / service penetration)
- Customer profitability (value based treatments, cost to maintain, customer interaction and communication channel).
- Develop relevant (segmented) (inbound and outbound) programs and activities based on customer needs (value to the customer) and profitability (value to Zain).
- Continuously improve campaign management operations process in terms of efficiency, timing, budget and quality


Dimensions:
  • Marketing role – needs 2 years relevant experience
  • Contribution to Management of Annual Marketing Plan and Management of marketing strategies, policies and processes

What Do You Need to Qualify

PERSON SPECIFICATION

Qualifications/Experience:
  • Business degree or B.Sc. in IT, Technology, Economics or relevant field.
  • MBA or Master Degree is preferred.
  • At least 2 to 3 years of relevant marketing or commercial product development and management
  • Relevant professional Marketing/Business qualification essential
  • Should have previous strong track record of success in major new product launches
  • Ability to professionally speak and write Arabic and English essential
  • Sound Knowledge of current best practice methodologies around product development, business analysis, market research methods and approaches.
  • Relevant IT understanding
  • Mobile Telecommunications and product knowledge.
  • Planning analysis skills.
Knowledge:
  • Good understanding of the Sudan market and Zain business strategy, goals and competitive environment
  • Knowledge of current best practice market research methods and approaches
  • Relevant IT understanding
  • Mobile Telecommunications and product knowledge
Skills:
  • Highly developed communication and reporting skills (verbal and written)
  • Planning analysis skills
  • Highly developed skills in use of relevant IT packages including Excel, Access, Word, PowerPoint etc.
  • Design skills in research and evaluation
  • Influencing Skills
Key Behaviours for Success:
  • Commercial Awareness
  • Customer Orientation
  • Creativity
  • Analytical Thinking and Problem Solving
  • Forward Planning
  • Concern for Impact
  • Empathy
  • Being Collaborative/Team-Working
  • Confidence

About Us

About Zain Sudan:
The country’s leading operator was established in 1997 and today serves More than 16 million customers as of 31 August 2020, reflecting a market share of more than 48%. Possessing the country’s most advanced voice and data network, the operator’s network extends to an impressive 90% of the population with 2G, 3G and LTE sites. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Sudan the most dynamic products and services. The foundation of Zain Sudan’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired predominantly Sudan workforce, the company is committed to employing high caliber people as well as nurturing the finest Sudan talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain Sudan please visit www.sd.zain.com

Best Regards

Job Overview

  • Operations:

    Zain SD

  • Location:

    Khartoum

  • Contract Type:

    Full Time Employee