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Senior Customer Optimization Specialist

Vacancy Details

Reference No.



A leading media organisation is looking to employ a Senior Customer Optimization Specialist to support the definition, implementation and tracking of key plans and strategic initiatives to transform key customer functions and achieve key customer objectives, while ensuring alignment with the Organisations Group Strategy.


Transform and Enhance Capabilities for CX, Care and CVM

  • Continuously identify improvements in Ways of Work (e.g. systems, processes, stakeholder relations, etc.), that, if implemented, would improve the effectiveness and delivery of the functions
  • Support execution of key Internal Transformation and Continuous Improvement initiatives
  • Track and manage the execution on Internal Transformation and Continuous Improvement
  • Initiatives
  • Ensure adherence to key processes, ensuring uniformity in how CX, Care and CVM is governed and facilitate knowledge sharing across the continent (Corporate, Region and Country)
  • Encourage frequent knowledge sharing between SA and Africa teams
  • Determine and analyse skills gaps for the teams and ensure that identified training requirements are budgeted for and executed

Strategy Focus – Support Strategy Formulation and Execution for CX, Care and CVM

  • Provide input into the Strategy and plans for CX, Care and CVM and support the delivery of functional strategy documents and plans which GE and CCO and EXCO sign off
  • Ensure alignment and prioritization of strategic plans and optimisation initiatives to business priorities
  • Define and validate business cases for optimisation initiatives and strategic projects and complete post implementation analysis and ROI audits
  • Manage the implementation of strategic plans and initiatives to ensure effective delivery of business unit objectives and tight alignment with country and regional goals
  • Review organisational structures and role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities to drive strategic plans and objectives
  • Create effective workforce and recruitment demand plans with the HODs to ensure that current and future business requirements can be met

Reporting writing and presentation

  • Where required, compile weekly, monthly and quarterly reports for all levels of the business such as countries (ops reviews), internal stakeholders and EXCO

Stakeholder Management

  • Build a good understanding of the business, the business operations in the African countries and the product offerings
  • Build relationships with stakeholders in the African countries where the organisation is operational, through communication and engagement on initiatives that impact them
  • Engaged with and build relationships with the Key Business Stakeholders through consistent delivery and communication
  • Manage business stakeholders’ expectations and plan effectively to meet those expectations



  • Degree or equivalent qualification in Business Administration or Engineering
  • MBA highly advantageous
  • Data Science/Analytics qualification beneficial
  • Project management qualification beneficial
  • Customer experience qualification beneficial
  • Experience
  • Minimum of 5 years’ related experience in strategy, planning, innovation and process improvement
  • Minimum of 5 years’ Management Consulting experience, preferably with top tier firms
  • Minimum of 3 years’ experience in working across teams in a complex environment
  • Experience in working with African markets would be an advantage
  • Good understanding and proven track record of use of project management principles
  • Customer experience, customer care and customer value management knowledge and skills
  • Value case or business case definition
  • Analysis techniques and process re-engineering

Technical Competencies

  • Customer Relationship Management (CRM)
  • Subscriber management knowledge and experience
  • Basics of campaigning in the media or telco industry
  • Customer intelligence
  • Strong analytical skills
  • Financial management and budgeting (financial acumen skills)
  • Basics of investment analysis (NPV, Payback, P/L analysis, etc.)
  • Business writing skills
  • Facilitation and communication skills
  • Communication skills
  • Presentation and PowerPoint skills

Behavioural Competencies

  • Strategic thinking
  • Stakeholder management
  • Conflict resolution
  • Networking
  • Accountability
  • Coaching
  • Decision making
  • Persuading and influencing

Kindly note, if you have not heard from us within two weeks of your application please consider it unsuccessful.

Position Type


Work Level



Market Related


PR/Communications/Journalism/Media And Promotions

Salary Type



Cost To Company

Affirmative Action


Geographic Location

Gauteng - JHB North