Senior Manager / Head of Customer Value Management

Job description / Role

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;

- 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.

About the Company

MBC GROUP is the largest media company in the Middle East & North Africa region that enriches people’s lives through information, interaction and entertainment. In 2002, nearly a decade after the launch of MBC1 in London, in 1991, MBC GROUP moved its headquarters to Dubai Media City, United Arab Emirates.

Today, MBC GROUP includes over 17 leading TV channels: MBC1 (general family entertainment); MBC2 & MBC MAX (24-hour western movies); MBC3 (children’s edutainment with a mix of both local productions and western acquisitions); MBC4 (entertainment for young families with a female-focus); MBC ACTION (an indigenous adrenaline-packed channel targeting young males with local and homegrown productions); MBC VARIETY (Western films and general entertainment with uninterrupted broadcasting); MBC DRAMA (24/7 Arabic drama) & MBC+ DRAMA (a joint pay-TV channel between MBC and OSN); MBC PERSIA (general family entertainment dubbed and subtitled in Farsi); WANASAH (24-hour Arabic music channel); MBC MASR & MBC MASR2 (general family entertainment geared towards the Egyptian family); MBC BOLLYWOOD (delivering the freshest in Bollywood content geared towards the region via an Arabized interface); MBC USA (on “Dish Network” in the US); MBC IRAQ (a premium channel aimed at the entire Iraqi family), MBC5 (new satellite channel dedicated to the Maghreb); all of them benefit from MBC STUDIOS which produces the region’s most compelling premium content for cinema, television and on-demand platforms. MBC GROUP also includes two FM radio stations: MBC FM (Gulf music) and Panorama FM (contemporary Arabic hit music).

Furthermore, part of MBC GROUP is Shahid and its premium subscription-based service Shahid VIP, the world’s leading Arabic streaming platform, home to highly rated original productions from the Arab world, a wide range of exclusive movies and premieres, as well as the top watched live Arab TV channels.