Manager – Customer Value Management Commercial

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  • Full Time
  • Uganda

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
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