Manager – Customer Value Management, Commercial at MTN Nigeria Full Time

Job Title: Manager – Customer Value Management, Commercial

Job Identification Number: 1214
Location: Victoria Island, Lagos
Job Schedule: Full time
Job Category: MTN Level 3
Reports To: Senior Manager – Head Business Development
Division: MoMo Payment Service Bank

Job Description

• 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 alignment within the team
• Cascade the Group Fintech budget, analytics and reporting framework in the sub-function, under direction from the SM Fintech Commercial
• Evaluate the efficiency and effectiveness of CVM strategies and propose and offer suggestions for improvements
• 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 touchpoints
• 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 ways 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 decision 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.

Requirements
Education:

• Degree in any related discipline or its equivalent in area of specialization
• Fluent in English

Experience:

• 6-13 years of experience comprising:
  • 3-5 years of customer value/lifecycle management experience in general terms
  • 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 of emerging markets is preferred

Application Closing Date
11th March, 2022.