Ongoing Job Recruitment at Multichoice Zambia
- Company: MultiChoice
- Location: Lusaka, Lusaka Province, Zambia
- State: Lusaka
- Job type: Full-Time
- Job category: Sales/Marketing Jobs in Zambia
- Job Title: Chief Marketing & Sales Officer
PURPOSE OF THIS ROLE
The Chief Marketing and Customer officer is responsible for developing and managing all aspects of Southern Region’s Customer objectives. These include but are not exclusive to:
- Sales strategy, distribution and growth aspirations
- Brand and marketing communications
- Customer experience transformation and driving customer culture
- Customer Value Management and optimization of the customer base and its contribution to revenues
- Change Agent – Support and often lead the organizations thinking in order to future proof success
KEY ACCOUNTABILITIES, MEASURES & CONTACTS
The key accountabilities, interfaces and measures of this role are further elaborated below:
• Sales and Marketing
• Customer value management
• Customer Experience – service design
• Project Prioritisation
• Pricing
• Budgeting
• Customer care
KEY RESPONSIBILITIES
Marketing Leadership:
• Align the region internally around the brand and marketing objectives
• Execute expert business planning with strong bias to action.
• Brand Building and Story Telling – Continue to develop and strengthen DSTV and GOtv unique and compelling voice to build brand awareness, relevance, reputation and action among target audiences.
• Develop a brand strategy that build a strong and consistent brand
• Lead the creation/production of inspiring design, content and campaigns that builds brand desire
• Build and leverage connections to ensure that influencers within target industries support Multichoice objectives
Sales Leadership:
• Align the sales organization’s objectives with firm business strategy through active participation in regional strategic planning, sales strategy development, forecasting, sales resource planning, and budgeting.
• Provide leadership to the regional sales management team, while fostering a culture of accountability, professional development, high-performance, and ethical behavior.
• Accountability for sales volumes and performance
Customer Leadership:
• Aligning around Experience: Uniting the Organization to Deliver regional Valued Customer Experiences
• Leverage on customer experience development process to enable cross-company teams to improve unreliable and innovation opportunity experiences.
• Responsible for measurement of Customer Experience and service design
CVM (Customer Value Management) Leadership:
• Formulate the regional CVM strategy, input to segment strategy and implementing it across all countries in order to achieve the objectives of leading the industry in ARPU, Churn control and high-value market share.
• Analytics: Build regional Predictive & Propensity models for better decision making pertaining to key aspects such as Churn, acquisition, etc leading to better customer lifecycle management. Campaign management and ensure its effective rolling out
• Database Management & Reporting generating customer insights based on data analysis and identifying new revenue opportunities
KEY MEASURES/KPIs
• Budget management – achieveing growth and managing cost base
• Sales volume and higher ARPU growth
• Churn and dormancy reduction
• Customer Satisfaction (internal and external measures)
• Marketing Comms execution which improves brand desire
• Optimisation of Sales and Acquisition costs
• Control of installation network
KEY INTERNAL CONTACTS
• COO
• Regional Management Team
• BI Team
• Group Companies (M-Net/SuperSport/DStv Online)
• Operations
• IT
• Broadcast technology
• Regulatory
• HR
• PR and Corp comms
• GMs, MDs and functional in market heads
KEY EXTERNAL CONTACTS
• Media Agencies
• Creative Agency
• Third Party Vendors
• Various outlet points – Retailers, Distributors, Superdealers and Mega dealers
• Outsourced call centres
• Payment vendors
• 3rd party tech providers
• Research houses
QUALIFICATIONS & EXPERIENCE
The incumbent is required to have the following qualifications and experience level:
• At least 15 years of marketing experience; 10+ years of senior management experience preferably at COO, CMO or GM.
• Experience of guiding organisations through significant periods of change
• Dynamic personality with developed leadership and communication skills
• Able to thrive in a fast-paced, entrepreneurial environment
• Bachelor’s degree, MBA preferred
• Experience in the African markets
• Subscription management background in either Pay TV or a large Telco
• Comfortable managing direct lines remotely and virtual teams
• Detailed commercial and financial acumen – balanced with creative flair
BEHAVIOURAL COMPETENCIES
The incumbent is required to have the following behavioral competencies:
• Strategic and Business Acumen
Aligns the direction and performance of the department with the organisations operational and strategic direction. Understands situations /problems and can identify relationships between multiple variables and make use of inductive and conceptual reasoning to generate strategies based on previous experience.
• Interpersonal Competence
Builds and sustains a network of working relationships based on acceptance, cooperation and mutual respect. Initiate and participate in activities to strengthen working relationships and may effectively resolve arising confrontations.
• Impact and Influence
Through careful preparation may persuade and influence others to agree with and support ones agenda.
• Initiative and Drive
Acts goal-orientated and independently without receiving constant supervision. Understands when to involve others in a decision and demonstrates stamina in difficult situations. Identifies problems, obstacles and opportunities and can proactively take action.
FUNCTIONAL COMPETENCIES
The incumbent is required to have the following functional competencies:
• Campaign Management
Ability to design, develop and deploy campaigns across multiple markets
• Marketing Strategy
Ability to develop and guide implementation of a Marketing Strategy.
• In-Depth Sales and Marketing Management Skills
Demonstrates strong project management skills to ensure all sales and marketing campaigns and initiatives are designed, developed and launched within the given time-frame.
• Market Segment Expertise
Knowledge of the market segment in which the brand operates.
• Market Research Analysis Skills and Forecasting
- Knowledge and ability to collect and analyse data using a combination of primary and secondary research tools and to extrapolate useful insights.
- Customer experience measurement experience (CSAT, NPS, CES)
- Product management knowledge – STB manufacturing knowledge ideal
- Commercial strength. Understanding of accounting and finance principles
- Customer Value management – experience with building customer blueprints
- Ideally, an understanding of content and the role it plays within paytv business
- Experience managing service – call centres, IVR
- Roll up the sleeves mentality – as comfortable doing as well as delegating
- Leadership and mentorship – grow people around you. Grow the reputation of your field and its contribution to the business