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

Education

• Minimum of 4 years’ tertiary qualification Marketing, Engineering or Business Administration Masters advantageous.

• Fluent in English and French

Experience

• 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)

Training

• 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

Postuler (Apply for the job) sur son site Internet: https://www.linkedin.com/jobs/view/2929249066/

The Weekly Job Report, Le rapport de travail hebdomadaire, 14/02/2022: https://afriquejobs.com/2022/02/14/the-weekly-job-report-le-rapport-de-travail-hebdomadaire-14-02-2022/

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