MTN Manager - Customer Value Management Commercial Marketing Jobs in Uganda

MTN Manager - Customer Value Management Commercial Marketing Jobs in 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.

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.

How to Apply

For more information and job application details, see; MTN Manager - Customer Value Management Commercial Marketing Jobs in Uganda

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