Purpose of the Role:The core purpose of the role is to develop base management strategy and implementation of activities across all segments for customer revenue enhancement, base retention, and churn control. Also develop and drive the implementation of the companywide CVM strategy to enable the business to achieve revenue targets and increase the lifetime value of the customers. This included providing direction, structure, frameworks, models, SLA’s, policies and procedures and roadmaps.Minimum Education and Experience:Relevant tertiary qualification in Statistics, Marketing analytics, Information technology preferred.Professional qualification in disciplines related to the industry and role is a plus, i.e. post-graduate degree10 years of relevant experience with a minimum of five years role related experience at a leadership level.Proven customer value management, marketing campaigns, market research and big data analytical tools experienceExpertise in CVM methodology, principles, capabilities, and techniques.Financial acumen – Financial and profitability modelling, Business and Strategic planningCommercial acumen – Market segmentation, brand ManagementBig Data analysis. Understanding and managing the big picture context while also maintaining focus on operational metrics for mobile technology, telecoms as well as national and global trends.Business to business and Business to Customer marketing and distribution principlesCustomer Lifecycle Value Management and predictive analytics using AI/MLExcellent communication skills with the ability to present complex information in a clear and concise manner.Customer Experience design principles.Customer behaviour and market dynamicsRoles and Responsibilities:Define the standards and targets for performance parameters across various CVM activities in Consumer Banking.Drive Consumer Banking-wide transformation initiatives for CVM in line with commercial plansDevelop and implement customer segmentation strategies based on behaviour, demographics, and value.Developing and implementing loyalty programs and retention strategies to retain high-value customers.Analysing customer data to identify opportunities to cross-sell and upsell products and services.Collaborating across the business to optimize customer experience.Measuring and tracking customer satisfaction, loyalty, and profitability metrics to identify areas of improvement.Championing data-driven decision making across the business’s growth curves (Transactional, Investment, Insurance, Lending & Rewards Businesses).Develop and execute a base management strategy (including a retention strategy) to maximise customer lifetime value and customer base revenue contribution to the overall services revenue of the bank.Link CVM revenue contributions and costs/overheads to the overall budget of the larger business unit and the overall organisation.Role related reporting to the relevant internal and external stakeholders, i.e. Channel owners, Compliance, Risk, IT, Operations .Input churn reduction strategies across the various value bands especially the high value customer base to improve value inflow, and overall optimize portfolio wide CLTV.Deploy segmentation and predictive models, linked with competitor intelligence, and market research to manage the delivery of insight to internal stakeholders.Monitor all direct marketing campaign execution to improve ROI by leveraging campaign management tools. This includes operations, campaign planning, detailed design, production, test, roll-out, commercial return and evaluation.Provide input into proposition development process via engagement with product owners.Perform channel mix optimisation for base development & retention activities. Drive/ optimise channel execution by setting volume and value targets based on the approved budgets.Architect the development of a blueprint for segmented offer management & fulfilment.Integrate output through campaign management, charging and provisioning platforms, by translating CVM objectives to IT / Technical teams.Build capability to monetize the use of advance analytics models. Identify and implement use cases to drive outcomes based on AI/ML/ Design Thinking models and performance evaluation#J-18808-Ljbffr