Customer Value Manager at d.light

Job Description

The Customer Value Manager will play a pivotal role in establishing d.light as a leader in customer centricity within the industry, driving increased customer engagement, satisfaction & loyalty by optimizing all customer touchpoints with the company along their customer journey. They will enhance the company’s value proposition, ensure all OpCos are delivering a cohesive customer experience leading to sustained improvements in customer repayment, upsell opportunities & conversion rates. They will be responsible for the design, testing, project management, analysis & reporting of initiatives and strategies that lead to sustained value creation for customers across the business. They will implement best-practice approaches to Customer Lifetime Value measurement & management for d.light. We have an expansive view of our customers at d.light and include our commission agents in this definition. This role will act as an advocate for our end-customers and commission agents to ensure that we are continuously improving our processes and incentive structures to create enduring customer loyalty.

R&Rs

• Design, deliver and project manage customer lifetime value strategies across the customer journey, product categories and markets, to drive improved customer repayment speed, loyalty & upsell success rates.
• Collaborate cross-functionally with Product, Aftersales, Marketing & Sales Teams to develop strategies for targeted customer-centric engagement campaigns, offers & other initiatives.
• Own and manage the successful rollout of the d.light Loyalty Program in each OpCo, ensuring targets are achieved within set deadlines.
• Work with sales and marketing teams to determine how best to motivate and retain our commission agents.
• Coordinate the development & improvement roadmap for all customer-related tools & communication channels including: the Customer App, SMS & USSD channels across all OpCos, ensuring tone, frequency & content are optimized for relevance & effectiveness.
• Develop, refine and manage the d.light customer journey map for all OpCos and channels to standardize best practices and global standards in customer experience.
• Own the design, execution, and reporting on integrated customer lifetime value and repayment campaigns (digital, direct-to-customer, referral, loyalty) across all markets, products and sales channels.
• Lead d.light’s qualitative research division, conducting in-depth analyses of customer and commission agent behavior to identify insights & opportunities for improvements. Own the dissemination of these insights, curating the knowledge repository of the company’s continuously evolving understanding of our customers’ preferences & opinions.
• Provide ongoing leadership & training to all internal teams on best practices for customer relationship management and strategies for value optimisation.
• Provide ongoing leadership & training to all internal teams on best practices for commission agent motivation and retention.
• Monitor & develop relevant Key Performance Indicators (KPIs) related to customer lifetime value and own action plans to address areas for improvement.
• Foster a culture of customer-centricity across the organization. Champion customer-centric initiatives and advocate for the needs of rural customers & commission agents served by our solutions.

Requirements

• A university graduate and 5+ years in marketing, customer experience or customer value management or other related roles.
• Comfortable with statistics & data analysis: Practical and theoretical understanding of experimental design, including control groups, A/B testing.
• Proven track record of designing and delivering successful customer value management campaigns & initiatives. Experience with CVM software is preferred, but not essential.
• Experience in driving customer engagement and loyalty in a B2C environment, especially in the African Market, with a deep understanding of rural customer dynamics, preferably within the renewable energy sector.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
• Action-oriented, self-driven with strong internal motivation to work autonomously.
• Passionate about energy access, financial inclusion and a commitment to driving positive social impact through innovative sustainable solutions. Deeply customer-centric.