Manager - Customer Value Management, Commercial at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

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.