Senior Manager / Head of Customer Value Management

Overview

MBC is looking for a Senior Marketing & Customer Experience professional who would be responsible for conceptualizing, and executing marketing, branding and customer engagement strategies and initiatives for its TV Products (MBCNOW & GOBX). Successful candidates would lead the portfolio marketing and communication strategy by delivering B2C and B2B marketing and brand plans with a strong competitive perspective and audience understanding in order to secure ratings, increase conversion to subscribers and maintain high levels of brand awareness. 

Key responsibilities and accountabilities 

Marcomms Strategy: 

• Devise and develop the platform marketing, communication strategy and budget (and its quarterly updates/reviews) in accordance to corporate requirements; 
• Develop the marketing and communication plans in support of retail strategies, customer segmentation to ensure high customer acquisition and retention.
• Define trans-media communication strategies to increase viewers/users/consumer touch-points and affinity with MBC TV Products brands.

Customer Life Cycle Management

• Focus on driving initiatives to improve customer experience.
• Analyze and manage initiatives to drive higher conversion.
• Provide management with regular performance reports, insights and presentations on customer experience and subscription funnel. 

Customer Focus: 

• Develop an adequate understanding of TV products and how to leverage their functionality to decrease operational friction and provide a positive customer experience. 
• Explore new business models, and work with and through the stakeholders to timely launch in the markets and own all aspects of execution.
• Perform complex analyses based on large volumes of data, and transform them into valuable and actionable insights to improve performance.
• Be the voice of the customer and partner by combining customer feedback and data points to generate key strategic insights. 
• Conduct deep data analysis to identify insights and develop recommendations for improvements in user journeys leading.

Market Development

• Commission and analyze viewers’, subscribers’ and competitors’ performance, market insights, sales data to identify proper growth and development strategies; 
• Provide comprehensive analysis and direction to help increase sales and revenues.
• Be the customer’s advocate and make recommendation for pricing, discounts and offers based on research to ensure product market fit at all times.

Brand Development & Positioning: 

• Design the Positioning and Communications strategy for Platforms and for the whole portfolio in partnership with Branding; Distribution, 3rd party vendors & websites to ensure a coherent strategy is integrated.
• Lead the team in identifying growth and ancillary development opportunities for brands grounded on consumer and competitive analysis;

Requirements

• Leadership role in Marketing with 10+ years at Senior Manager level across Marketing and/or media.
• University degree in Marketing or Economic disciplines, MBA qualification preferred.
• Marketing Experience in the Arab World Business preferred.
• Research know-how is a must have.
• Deep understanding of Sales/Retails models & distribution channels.
• Experience in TV content practices, customer experience, programming and commissioning, media planning and buying is essential.
• Experience of managing and motivating dynamic, flexible teams is required. 
• Arabic language proficiency is preferred.
• Analyzes problems effectively and takes action to resolve.
• Proven ability combining user research with data.
• Ability to monitor and report on performance.
• Proven ability to increase competitiveness and market share.
• Strong problem-solving abilities; extremely organised and process-driven.

Unfortunately, due to the high number of responses we receive we are unable to provide feedback to all applicants. If you have not been contacted within 5-7 days, please assume that at this stage your application has been unsuccessful.