MTN Cameroon is Hiring a Manager, CVM

13/01/23

Brief Job Description:

Mission/ Core purpose of the Job: (Short description)
The Manager CVM drives the development & execution of Fintech Advanced products & services Customer Value Management strategy, in line with the group mandate: customer acquisition, development and retention by understanding the customer base, including defining the requirements, setting goals and monitoring the metrics. Lead the design of all localized CVM campaigns, track roll-out and measure effectiveness

Detailed Job Description:

Operational Delivery
Sub-Functional Leadership:
As the sub-functional leader of the CVM vertical, the role is accountable to:
– Align the results of the vertical, collectively and as individual work areas in the OpCo, ensuring that the Group guidelines are duly complied with
– Measure the impact and benefit of the sub-function to OpCo and report the true-value metrics. Drive continuous improvement across all verticals
Delivery Leadership:
As the delivery leader of the CVM vertical, the role is accountable for the following work area outcomes:
Strategy & Analytics, Budgeting, Data and Reporting
– Implement and execute policies, procedures and guidelines cascaded by the functional lead and ensure the team complies with the same
– Comply with the set governance mechanisms, under supervision from the functional lead and ensure team does the same
– Cascade the Group Fintech budget, analytics and reporting framework in the sub-function, under direction from the Head of Commercial and Channels
– Evaluate the efficiency and effectiveness of CVM strategies and propose and offer suggestions for improvements
CVM Operations
– Develop and implement the medium to long-term strategy for Customer Value Management proposals and ensure alignment of the initiatives undertaken in line with the group strategy and mandate
– Review CVM initiatives and support the corrective actions
– Work with GSM Opco CVM team where required with regard to customer data management and data structures for Fintech
– Analyse customer base trends and highlight areas of the business that needs to be developed further to increase customer usage, revenue and retention
– Analyse customer base revenue and usage to determine upsell and cross sell value propositions
– Own the development and implementation of the CVM programs and projects, ensuring localized nuances specific to the region are adequately factored in
– Lead campaign design, production, test, roll-out, assessing commercial return and evaluation
– Develop comprehensive loyalty and rewards campaigns across various customer segments (Local Campaigns)
– Monitor and ensure all local CVM campaigns are reliably executed in systems and other customer touch points
– Translate business requirements and CVM strategy into data related insights
– Define base offers and provide input into proposition design
– Set up and execute on comprehensive base management dashboards
– Analyse customer base trends and highlight areas of the business that needs to be developed further to increase customer usage, revenue and retention
– Report on daily, weekly and monthly basis in order to grow the value of the in-life revenue and loyalty of the customer base
– Construct, implement / fine-tune methods, processes / systems to enhance effectiveness / meet OpCo goals
– Provide monthly reporting on impact both financially and operationally CVM Management programs
– Finding innovative way of doing direct marketing Go to Market to customers aside from SMS blasts/broadcasts
– Manage the post-activity reports and in-depth performance evaluation to determine how existing decisioning rules can be enhanced to drive increased business benefits
– In line with Group guidelines prepare the detailed Monthly BTL Plans to be followed by the Campaign Management team. Report progress, risks, and issues to be acted upon
– Other tasks and duties, as assigned
Managerial / Supervisory Responsibilities
– Accountable for the morale, performance, and development of the function’s human capital
– Cascade and socialize work structure processes to enable adoption by the team
– Coach and mentor direct reports
– Ensure assigned team is led, motivated, and rewarded to achieve KPA’s
– Ensure that coaching / mentoring programs and personal development plans are in place for all staff members
– Ensure effective management of diversity among personnel in the function
– Identify staff training and development needs and implement necessary actions, in collaboration with HR
– Motivate and manage individuals to perform at the highest level, especially in terms of delivery and meeting target deadlines
– Possess the authority, presence, and integrity to command respect from colleagues and from external contacts
– Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning, and goal setting), in collaboration with HR

Job Requirements:

Education:
– Degree in any related discipline or its equivalent in area of specialization
– Relevant post graduate qualification is an advantageExperience
– A minimum of 4 to 6 years’ total experience in a similar position with at least 2 years in a managerial role
– Experience in Fintech, banking or Financial Services is preferred
– Experience in developing and deploying CVM campaigns in the Telecom/Financial/Consumer industry
– Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred

Additional Details:

Skills/ competencies:
– Relationship/people management
– Analytical thinking
– Continuous improvement
– Data interpretation
– Delivery focused
– Presentation
– Relationship building

Knowledge
– Data mining & customer behavior analysis
– Big data, social network analysis
– Cross/up-sell outbound and inbound
– Segmented acquisition and retention
– Campaign and promotion management
– Value model development
– Loyalty and churn management
– Build/use predictive and propensity models
– Sales & Marketing lifecycle
– Data Visualization
– Customer Value Management
– Customer segmentation
– Data science: statistics, data mining, modelling and advanced analytics

Email : MTNRecruits.CM@mtn.com

Deadline : 07 January 2022

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