Senior Manager, Customer Value Management at MTN Nigeria

MTN Nigeria is recruiting to fill the position below:

Job Title: Senior Manager, Customer Value Management

Location: Lagos
Employment type: Permanent

Job Description

• Develop and implement Commercial Customer Value Management Strategy to increase base revenue and reduce customer churn on the network. He/She will be responsible for end-to-end customer life cycle management and value extraction through tactical engagement activities across all touch points leveraging on various campaign management systems. He/She will also be responsible for developing and implementing advanced analytical models to aid base management activities.
• Lead and coordinate activities of the Customer Value Management team to achieve commercial revenue optimization objectives.
• Support the Shareholder return strategy by developing and implementing the Division’s processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
• Lead the review of Business Processes (headcount, process optimisation etc), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
• Participate in Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy
• Serve MTNN’s customers and provide solutions to improve the customer experience.
• Partner effectively with MTNN’s critical high value customers to enhance MTN’s Corporate Brand
• Develop strategies and champion customer centric culture across the organization and develop/reform relationships with MTNN’s internal and external customers to transform the MTNN’s revenue.
• Drive an increase in MTNN’s Net Promoter Score
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
• Partner with MTNN’s Ecosystem Partners to deliver business value.
• Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization.
• Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
• Review market and internal conditions and contribute to the development of marketing strategies for consumer segments.
• Develop detailed plans and programs to achieve set targets for profitability, revenue, value and market share, stir up preservation, etc in support of defined marketing strategies.
• Implement strategy for market growth in conjunction with Product Development Managers, Regional Marketing and other stakeholders.
• Define market needs based on relevant value proposition packages for each segment.
• Commission and understand its research as it concerns market segment, collate and understand competitive activity and develop proactive strategies against competition.
• Develop strategy for promotional campaigns to acquire new customers and encourage its usage amongst existing customers.
• Develop and execute promotions, advertising, direct marketing, sponsorships, events, public relations and other tools to gain further access into the market.
• Customize and differentiate MTNN products and its services in the market.
• Design customer life cycle extension plan so as to take advantage of market opportunities.
• Establish strategy for marketing communication and increase its access by using conventional and non-conventional media.
• Monitor the strategy for the execution of mass market and emerging market against stipulations.
• Perform  programmes in conjunction with the Regions and Sales & Distribution Division
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Identify sales training and development needs and manage skills enhancement programmes for the virtual sales team to ensure enterprise sales targets are fully met.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Job Condition

• Normal MTNN working conditions
• May be required to work extended hours
• Regional, national and international travel.

Experience & Training   
Education:

• First Degree in a relevant discipline such as Maths, Engineering, Statistics
• Industry certification(s) and/or post-graduate/professional qualification(s) in a related field (an added advantage)
• Fluent in English and language of country preferable

Experience:

• Minimum of 10 years working experience comprising:
• Manager track record of 3 years or more; with at least 3 years in relevant sector/ industry
• 4-6  years customer life cycle management experience
• 4 years’ experience in Telecoms marketing, strategy development  and implementation
• Expert knowledge of competitive environment, consumer trends and trade practices in the industry
• Operational Research or demonstrable experience of delivering wide range of statistically based analytics.
• Advanced applied statistical experience
• A strategic and creative thinker capable of developing analytical programmes/solutions to address key business challenges or opportunities
• Previous experience identifying and driving deployment of analytical collateral across a range of delivery channels and of measuring their effectiveness
• Strong communicator who can operate at all levels taking complex analysis, interpret and communicate it appropriately to different audiences

Training:

• Highly proficient in SQL and use of data mining software such as SAS Enterprise Miner.
• Segment Strategy and marketing training
• Marketing Management and decision making courses
• Presentation skills

Minimum Qualification:

• BA, B.Eng, B.Sc, B.Tech or HND 

How to Apply
Interested and qualified candidates should:
Click here to apply online

 

Application Deadline Date
23rd February, 2017.