Supervisor – Service Center

Main Purpose:

To oversee the execution of Customer value management initiatives for both Business & Consumer segments across all customer touch points, and channels; Development and implementation of CVM strategies/plans designed to address market needs & commercial requirements; Ensure that MTN remains the No.1 telecommunications brand in Uganda.

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.

Job Title: Manager – CVM Commercial Manager

Reports to: Senior Manager – Customer Value Management

No. of Vacancies: 1

Main Job Functions:

• Preparing and secure approval for all CVM commercial initiatives (concept documentation/business case sign off, campaign brief, UAT document etc).
• Ownership of the CVM campaign management and execution including customer lifetime journey and revenue growth.
• Drive ROI of base management activity through ensuring the provision and continuous improvement of actionable insights, analyses, CVM reports and dashboards.
• Management of CVM campaign governance operational processes.
• Pro-active base management through the customer life cycle management and campaign library
• Track CVM activities performance & execution on daily basis (uptake, Revenues, churn) against roadmap
• Prepare presentations for internal and external use (pre-launch, during and post)-GTM and Messaging journey for all CVM initiatives/ campaigns.
• Analyze the market environment and undertake monthly, quarterly and annual planning to ensure the effective implementation of the marketing mix (Price, Place, Promotion, Product and processes)
• Identify and understand the consumer decision making process within the segment to allocate relevant offers.
• Responsible for implementation of contact policy across all the CVM campaign management platform/channels
• Monitor the local and international environment to identify new offers and services opportunities which are relevant to the different customer segments.
• Provide relevant market insight to the overall department for strategy development.
• Lead the implementation of the CVM system capability enhancements.
• Find innovative and new ways of implementing offers and execution and proactively develop initiatives to close any gaps against plan.
• Maintain an update framework and campaign calendar reflecting the phasing of prioritized campaigns throughout the year, and which serves as a roadmap for detailed activity planning per customer life cycle stage.
• Develop and maintain a dashboard linking customer lifecycle stage, related campaigns performance to overall revenues and subscribers.
• Manage delivery of insight for the customer base to the rest of the business, including actionable value- and needs-based segmentation and predictive models, linked with competitor intelligence and market research.

Managerial / Supervisory Responsibilities

• Build professionalism, loyalty, and commitment to the organization.
• Presentations of insights or CVM performance to marketing management/Leadership team
• Briefing and management of the production process for the segment
• Planning, design, coordination, and execution of all CVM activities
• Have the self-insight and flexibility to adapt to different situations.
• Employee relations and collaborative teamwork
• Display insight into leadership style and how it impacts on performance positively and negatively.

Creativities (improvement/innovation inherent)

• Continually improve on the integrity and quality of campaign data sources
• Apply market research and insights in an optimal way to add as much value as possible to other areas of the business
• Identify and implement new best practices
• Proactively analyze and communicate results and recommendations to the relevant areas to build a competitive advantage and improve customer satisfaction, advocacy, retention and loyalty.
• Explore innovative ways to improve retention and Loyalty value propositions including communication channels.
• Define and exploit opportunities for new developments
• Identify innovative ways to use minimum resources to achieve maximum outputs
• Establish sound relationships with business partners, marketing agencies and external suppliers.
• Implement cost-saving initiatives.
• Proactively seek information on programs and methodologies that would improve Retention rate and loyalty.

Vulnerabilities(control span)

• Changing market dynamics require constantly updated budget and strategy plans
• Inner and intra departmental collaboration
• Largely defendant on IT and network group for offer development plus stability and availability of systems
• Data integrity and unavailability
• Market fluctuations/dynamics
• Disruptive competitive activities
• Difficulty in verifying integrity of data sourced from external sources
• Changes in regulatory environment
• Involvement and buy-in of segment managers to co-define offers and campaigns
• Prioritization of initiatives between implementation / launch of segmented Customer lifetime value management initiatives and other generic campaigns

Education

• Undergraduate degree preferably in mathematics, Economics, Statistics, Business computing or Commerce
• Postgraduate qualification in marketing or business administration will be an added advantage.

Other Training:

• Customer Value Management,
• Campaign Management & Go to Market(GTM)
• project management,
• Customer segmentation and analytics
• Marketing related training 

Work Experience   

• At least 5 years’ experience in Marketing or usage and retention experience.
• Telecommunications experience is an added advantage.
• Commercial experience and understanding (Ability to deliver commercial value)
• Highly proficient in all MS Office applications: Word, Excel, PowerPoint, and database experience
• Prior experience in marketing analytics for telecommunications or banking industry is desirable

Knowledge:

• CVM methodology, principles, capabilities, and techniques.
• Business analysis and data management
• Segmentation techniques
• Data Quality analysis
• Reporting and performance analysis
• Knowledge of local markets, including market trends
• Business Performance Measurement & Management
• Business and financial planning
• Understanding of mobile technology
  • Ability to create, lead and inspire high-performing analytical teams.

Attributes and Skills Necessary Skills:

• Ability to Translate commercial objectives to technical terms for  ensuring underlying system readiness
• Focus on delivering demonstrable results in a demanding and fast- moving environment
• Strong Strategic and Analytical Thinking
• Strong Knowledge in Campaign Management and CRM tools (Flytxt is an added advantage)
• Planning, Organization and Reporting skills
• Advanced use of Excel (Excel, VBA for Excel, etc)
• Must be able to work under pressure
• Wide general culture
• Task oriented with attention to details
• Business and strategic acumen
• Self- motivated and decisive
• Strong interpersonal, negotiation skill and conflict management skill
• Time management specifically the ability to prioritize
• Planning and Project Management skills
• Flexibility – the ability to adapt and change in the light of changing circumstances / new information.

Behavior Attributes

• Ability to support different  marketing segment with campaign design and management
• High level of energy and creativity, willingness to go the extra mile
• Strong sense of professionalism and integrity
• Highly driven and motivated individual, with strong personal presence, integrity and resilience
• Planning and organization
• Results orientated
• Team player
• Composed and confident
• Focused and priority driven
• Customer centricity
• Pressure tolerance
• Alert to environment changes and trends
• Balances personal life with work