Principal CVM Analytics

Job description

The CVM Analytics and Continuous Improvement Principal will lead the development of deep analytics to support the realisation of base management and continuous improvement objectives.

This will be achieved through the development of an analytics strategy which will involve creation of a core set of reports that measure and track base management activity, deep-dive analyses, the development and enhancement of segmentation and predictive models, specifically churn and product propensity models.

Key Performance Objectives

Operational Delivery:

• Lead the identification of new cohorts of customers to be targeted to improve on campaign effectiveness
• Develop and drive the ROI of base management activity through ensuring the provision and continuous improvement of actionable insights, analyses, CVM reports and dashboards and propensity models;
• Lead the definition, build and management of customer base management business (decisioning) rules, for outbound (and inbound) customer contact activity based on the customer contact strategy;
• Creation of strategic interventions to improve customers activity and product entrenchment by leveraging key customer and business insights to formulate campaign ideas
• Support the review of the customer contact activity to provide feedback on the high-level targeting/eligibility rules, offer prioritization, use of propensity models and channel selection based on knowledge of the customer base and previous outcomes and results;
• Implement a consistent and rigorous approach to control group definition and management to ensure that CVM output can be measured and reported upon;
• Lead the analysis of commercial impact of programs on product entrenchment, ARPU and volume/ value churn.
  
  Operational analysis of base to identify opportunities to apply products and tariffs to maximize lifetime value;
• Manage delivery of insight for the customer base to the rest of the business, including actionable value- and needs-based segmentation and predictive models, linked with competitor intelligence, and market
• Manage the commercial impact of BTL programs on product penetration, ARPU and volume/ value churn.
  
  
• Strategic analysis of base to identify opportunities to apply products and tariffs to maximize lifetime value.
  
  
• Develop and implement channel mix optimisation for base development & retention activities.
  
  
• Lead the analysis for churn drivers and continuously design / readapt initiatives to address them
• Ensure timely reporting including ROI analysis is supplied to the business units
• Responsible for providing insights on opportunities and cohorts to improve CVM base management and revenue contribution to 10% of total MAH revenue.
  
  
• Accountable for standardizing and supporting the X MAH countries with analytics and insights generation that enable then to understand base trends and churn movements

Capability and People:

• Drive the ownership of customer data quality (completeness, latency and availability) required to build base management activity, models, reports and execution of base management strategy.
  
  
• Lead and develop the strategies around utilisation of data to provide inputs into the future long-term strategies for the CVM team
• Provide best practice and thought leadership to markets, upskill delivery teams
• Drive cross functional integration with various portfolio owners from CVM, CX/Care, marketing, sales and digital within and across countries to achieve target objectives

Adherence to Policies and Procedures:

• Adherence to departmental and company policies and rules
• Compliance to all South African IT legislation and governance
• Continuous improvement of standard operating procedures.
  
  
• Contribute to the development and management of Service Level Agreements
• Provide continuous insights in the development of new policies and
• procedures to deal with present-day and future challenges.
  
  

Qualifications Essential:

• A Degree or equivalent certification in an analytical field, e.g. Informatics, Data Science, Commerce

Experience:

• 6 - 10 years of experience gathering requirements and analysing data preferably within the Customer Value Management (CVM) field
• Excellent leadership skills across large cross functional projects
• Experience in development of strategies and insights from BI / analytics models
• Experience in managing customer analytics and business intelligence projects and initiatives
• Experience in leading business line processes, data, and associated applications
• Experience analysing and breaking down problems and information using structured frameworks and methodologies
• Robust skills in documentation creation with a high attention to detail including planning and organization
• Ability to think analytically and conduct customer-facing communications
• Outstanding quantitative skills – numerate & analytical
• Expertise in customer data, information systems, data warehouses, data marts, business intelligence software and systems
• Ability to create, lead and inspire high-performing analytical teams.
  
  
• Ability to present analyses to and influence director level staff in group and individual situations
• Open, fact-based approach; ability to translate commercial objectives to analytical and technical teams for ensuring underlying system readiness
• Excellent visualization skills and storytelling capability
• SQL experience inclusive of SSAS, SSRS and SSIS will be an advantage

Required Skill Profession

Other General