Senior Manager – Customer Value Management, Gestionnaire principal – Gestion de la valeur client, Douala, MTN Cameroon

Senior Manager – Customer Value Management, Gestionnaire principal – Gestion de la valeur client, Douala, MTN Cameroon

Role Responsibilities/ Responsabilités du rôle

Mission/ Core purpose of the Job: (Short description)

  • To Provide base management strategy and operational execution. Define, manage and deliver the customer life cycle programs and activities to maximize the customer life time value – in terms of revenue as well as profit margin

Operational Delivery

  • Set up and act upon CVM robust base management dashboards and reporting.
  • Define overall churn management strategy and operationally drive pro-active and reactive retention activities along the customer lifecycle. Plan and manage retention investment, saves tools and tariffs and Input into involuntary churn strategy and initiatives.
  • Manage customer value segments discretely & manage loyalty programs (partnership, surprise & delight programs) including the partnership with external vendors/partners.
  • Define and execute base development programs for pre- and post-pay and revenue booster initiatives to achieve growth in customer base ARPU through targeted and segmented offers, campaigns, and pricing; specifically, data up-sell initiatives, tariff migration initiatives.
  • Deliver volume and value forecasting, retention volume and spend, x-sell and up-sell revenue to finance budgets.
  • Provide input into proposition development process through engagement with product owners. Advise of Base management implications during discussions regarding prioritisation between specific marketing and commercial initiatives.
  • Work with Segment Marketing teams to reduce churn and displacement/down trading across the high value customer base, improve value inflow, and overall optimize portfolio-wide CLV
  • 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.
  • Manage all direct marketing campaign execution and improve ROI through strong campaign management tools – operations, campaign planning, detailed design, production, test, roll-out, commercial return and evaluation.
  • Analyse commercial impact of BTL programs on product penetration, ARPU and volume/ value churn. Operational analysis of base to identify opportunities to apply products and tariffs to maximize lifetime value.
  • Perform channel mix optimisation for base development & retention activities. Drive/ optimise channel execution by setting volume and value targets based on the approved B & R budgets.
  • Lead CVM capability development/ define the CVM capability strategy based on commercial improvement programs.
  • Architect the development of a blueprint for segmented offer management & fulfilment.
  • Integrate output through campaign management, charging and provisioning platforms, by translating CVM objectives to IT / Technical teams

Managerial / Supervisory Responsibilities

  • Create and manage a high-performance, commercially-focused CVM team.
  • Coach and mentor direct reports to ensure staff motivation is high
  • Ensure skill transfer for staff development, motivation and business continuity
  • Ensure the team is led, motivated and rewarded to achieve high performance areas
  • Guide and direct suppliers and third parties in achieving Opco objectives
  • Identify staff training and development needs and implement necessary actions
  • Manage team (including recruitment, on-boarding, attrition)
  • Set goals and objectives for direct reports, monitor progress and maintain motivation
  • Set up appropriate structure to meet departmental management objectives
  • Provide an advisory function on governance and best practices in client experience


  • Minimum of 4 years’ tertiary qualification Marketing, Engineering or Business Administration Masters advantageous.
  • Fluent in English and French


  • Minimum 5 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
  • Experience in leading change / transformation (marketing) at an operational level advantageous
  • Worked across diverse cultures and geographies advantageous
  • Demonstrated leadership of an established and successful CVM function within a telecommunication industry.
  • Prior experience of mobile industry retention dynamics (direct and indirect channels) advantageous, and in particular proactive retention activity
  • Experience in managing customer analytics and business intelligence projects and initiatives.
  • Experience with research-driven quantitative pricing techniques (e.g. choice modelling)


  • Value Management
  • GTM- Product Lifecycle Management
  • Digital Marketing certificate
  • System Analytics
  • Customer Analytics and Campaign Management
  • Financial modeling in Excel
  • FLIGHT (if applicable)
  • LEAP- Leading People
  • A.P.E
  • Line Manager Effectiveness
  • Coaching and Mentoring
  • COS programs
  • Harvard Leading teams

Skills/ Competencies

  • Outstanding commercial management skills, numerate, analytical
  • Create, manage and inspire a high performance commercially focused team
  • Work with business intelligence units and IT to define system and reporting requirements
  • Focus on delivering demonstrable results in a demanding and fast-moving environment
  • Manage a constantly changing environment.
  • Maintain performance under pressure and to deadlines.
  • Communicate effectively and influence senior executives to get buy-in and share results and with the CVM and commercial teams to achieve implementation
  • Translate commercial objectives to technical teams for ensuring underlying system readiness
  • Simultaneously work at a strategic level

Closing Date: March 02, 2022

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