Job Expired

Job Title: Zambia Customer Value Management Specialist

Location: Lusaka, Zambia

Application Deadline: 25th March 2022

Position: Full-time

Team: Marketing

About ENGIE Energy Access

ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable installments from $0.19 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in 9 countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.2 million customers and more than 6 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.

www.engie-energyaccess.com

Job Purpose

The Customer Value Management Specialist (CVM) Specialist is responsible for the management, analysis and rollout of customer upsell, win-back and retention campaigns. Under the supervision of the Senior. Manager-Operational and Strategic Marketing, the main duty of the CVM Specialist is to produce, deliver and retain value from EEA Customers.

The main aim of the CVM specialist is retaining and growing product usage/revenue by leveraging Below The Line (BTL) retention tactics and marketing campaigns.

The ideation and deployment of Customer Value Management (CVM) campaigns and activities through the CVM team members. Lead in the design, implementation and execution of all BTL campaigns via multiple channels to achieve revenue targets.
Responsible for the development and deployment of the CVM marketing campaign strategy in line with the fiscal and external event calendar
Custodian and protagonist of Average Revenue Per User (ARPU).
To ensure the preparation and delivery of customers trends involving and not limited to Usage, Uptake, New to bank growth, customer win-back etc.
Periodically present insights on customer base health from High Value to Low Value customers.
Responsible for customer segmentation, targeting and positioning on EEA Customers into manageable dedicated customer buckets. The CVM specialist must develop base management strategy and implementation of activities across all segments for customer revenue enhancement, base retention and churn control.
Manage the development and maintenance of various product affinity models important for highly targeted marketing that sees the upsell and cross sell of bank products and services.
Develop statistical models to identify micro segments, social networks, propensity to buy and propensity to churn.
To measure and report performance of all CVM campaigns and assess Conversion and Uplift against goals to determine ROI.
To implement lead generation campaigns and measure and monitor results.
Ensure that business cases have positive ROI within the best possible time and still be able to deliver optimal value to the customer.
Religiously engage with EEA staff in preparation of weekly and monthly customer Key Performance Iindicators reports.
Management and optimization of Outbound communication assets to ensure absolute efficiency in outbound call scenarios.
Management, development and delivery of Outbound Call (OBC) scripts necessary for on the call purposes.
Responsible for the end to end design & triggers of generic to adhoc engagements throughout the entire customer journey.
Grow the value of the in-life revenue and loyalty of the customer base.
Management and development of CVM capital, operational and campaign related budget.
Management of the CVM Tool as well as it managed services such as the marketing (CVM Marketing) and technical (Campaign Manager) assets.
Monitor and ensure all campaigns developed by CVM are reliably executed in systems and other customer touch points.
CVM staff management and guidance.
Perform any other duties and responsibilities related to CVM as designated by management

Qualifications

University Degree in Marketing, Computer Science, Engineering or any other relevant field.
At least three (3) years’ experience in Business Intelligence and Marketing.
Experience in team management.
Strong experience in customer experience and journey, churn retention, campaign management and customer lifecycle management.
Strong technical acumen with proven experience working with large sums of data (with a large target audience).
Strong commercial acumen (P&L, ROI, ARPU, Budgeting)

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!