Responsible for data analytics related to the customer area and for identifying and delivering insights from these analytics, with a special focus towards customer profitability. The insights should inform improved customers experience, new/improved customer propositions, sales, marketing, pricing and any other customer/service related function. The role should actively identify opportunities/threats in the business through researching and analysing customer data, trends and behaviours. There should be a specific focus on revenue optimization through pricing as well as other insights to better match contribution to cost-to-serve.

KEY PERFORMANCE ARES (KPAs)

 

1.     Customer Analytics and Insights

·         Responsible for the being the main source of customer data analytics and insight generation.

·         Develop insights from customer data including, but not limited to, acquisition, activation, product usage, cross sell and retention.

·         Provide insights into the business resulting from customer analytics and other sources of data.

·         Inform and influence customer experience, propositions, pricing, marketing and other related business activities from insights learned.

·         Provide insights to Group Entity EMTs with recommendations as to how to improve growth/retention strategies.

·         Develop and maintain predictive models for customer dimensions like sales, churn, life stage, etc.

·         Provide the major inputs to establishment of a central customer information file (CIF).

 

2.     Revenue Optimization

·         Proactively assess cost and value drivers per customer segment and individual customer.

·         Ensure pricing strategy and approach is in line with CVP design and expected outcomes.

·         Provide insights and recommendations to Group Entity EMTs around pricing based on customer profitability objectives and pricing phsycology.

·         Identify pricing challenges and propose amendments based on desired outcomes and customer profitability.

·         Inform Channel and Product capabilities on pricing decisions.

3.     Customer Segmentation Support

·       Responsible for supporting customer segmentation by identifying and building data sets and analysing/profiling segments against these.

·         Perform segment analytics to determine whether objectives per segment have been met.

 4.     People Management

·         Provide leadership to the entire team, defining objectives to be achieved by the departments;

·         Manage the recruitment, selection, training and development of employee relations staff; 

·         Manage performance of direct reports ensuring agreement of annual goals, measuring performance against agreed goals and dealing with non-performance accordingly;

·   Develop, implement, facilitate and support on-going training related to employee relations, leadership, coaching and succession planning as well as compliance with labour legislation, policies, procedures, rules and regulations; and

·         Ensure that the working environment contributes to improving staff morale and increasing productivity.

 5.     Strategy

·         Provide key inputs to the customer strategy.

·         Help identify and establish strategic metrics around customers (e.g. churn, acquisition, growth, lifetime value, etc.)

 6.     Reporting

·         Create periodic, value-adding reports to relevant stakeholders.

7.     Innovation

·         Apply innovative thinking to customer data and insights and ensure the value of these add value to the organization.

 8.     General

·         The person should be prepared/willing to do any other reasonable and lawful instruction/task.