Accra, Greater Accra Region, Ghana
I lead Customer Value Management (CVM) strategy execution for a subscription media business operating across 13+ African markets, with 8+ years of experience turning subscriber data into measurable commercial growth. My focus is the full subscriber lifecycle from onboarding, engagement, retention, win-back, and reactivation, built on data-led segmentation, CVM strategy, and ROI-driven decision-making. I work closely with regional teams and senior leadership to translate analytics into commercial strategy that holds up under scrutiny. Day to day, I work closely with markets across the region to ensure campaign execution stays aligned with commercial priorities and governance standards for each period. I'm proficient in Excel, SQL, Power BI, and Tableau from hands-on project and certification work. Professionally trained Business Data Analyst from the Centre for business analysis (IIBA endorsed education provider), MSc in Industrial Finance & Investment, BSc in Accounting, currently pursuing Chartered Data Analytics Manager (CDAM) designation by The Chartered Institute of Management Specialists (CIMS), USA, and holds the Exacaster CVM Certification (Level 1).
Lead and execute the design, development, and implementation of all CVM initiatives targeting customers across all customer lifecycles, to drive accelerated market growth and revenue while also improving customer activity and ARPU, through continuous monitoring and improvement in the execution of Customer Value Management (CVM) strategic activities across all markets under the Multichoice Africa umbrella. Also responsible for Ensuring all governance controls are adhered to for CVM campaign executions.
Spearheaded a community-based retention programme for DStv and GOtv mass-market subscribers, applying behavioural data analysis to identify high-churn-risk segments and deploy in-community service solutions. Engaged directly with existing and lapsed subscribers to resolve service pain points, driving measurable improvements in reconnection rates and CSAT.
Focused on delivering the DStv and GOtv business targets for Reconnects, Disconnects, Active Days, NN onboarding and decay management, Campaign management and CSAT as per budget contributing to the formulation of CVM strategy and ensuring its correct implementation.
Primarily focused on campaign delivery. I was responsible to setup, execute, monitor and report all campaigns as per approved canvas across the entire subscriber lifecycle. By doing this, I was to ensure that tools, including all new enablers and data are available to deploy campaigns on time and with high quality standard providing sizing of opportunities and make visible any potential considerations or threats to successful execution as well as commercial success.
Mainly responsible for ensuring accurate documentations of incoming and outgoing memorandums, raising of payment vouchers, recording of transactions in the votes service ledger for auditing and budgeting and ensuring timely dispatch of memos, payment vouchers and all other bills for approval and processing for payment.