MTN Uganda
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