Staff Leadership and Management
- Ability to work in a team
- Responsible for self-learning and development with guidance from the Manager
- Ensure cohesive working with the other team members
- Accountable for meeting and prioritising own targets / deadlines
- Provide information to the Manager on work accomplishments, individual / team challenges
Review performance metric dashboards prepared on various performance metrics and provide input to the manager
Key Job Responsibilities
- Implementation of Customer Value Management campaigns (Cross-Sell/Upsell, Retention, Win Back, …)
- Implementation of Customer education & Customer Journey campaigns
- Implement and support initiatives to increase value, reduce churn and increase loyalty
- Monitoring and reporting on campaign impact and performance
- Lead the implementation of the CVM roadmap and process
- Implement the campaign marketing functional paradigm (campaign planning, campaign design, testing, execution, offer management, promotion history, contact management, response tracking and reporting)
- Drive development of predictive models (e.g. Churn Prediction model, Next Best Action model, Market Basket analysis) to leverage existing information assets for optimal Marketing activity.
- Designing and developing analytical models and their optimization
- Build business cases for new developments and promotional CVM campaign portfolios.
- Drive analytics to come up with new ideas for promotions and campaigns to change the current behaviour by ensuring usage uplift and upgrading packages.
- Track CVM activities performance & execution on daily basis (uptake, Revenues) against roadmap
- Cooperate with key stakeholders (internal and external) to find the best way of increasing customer value via base campaigns.
- Find innovative and new ways of 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
- Responsible for preparing and getting approval of the CVM campaigns documents (concept documentation sign off, campaign brief) prior to launch
- Work closely with functional teams and technology vendors to check the completeness of the weekly roadmap
- Contribute to the monthly reporting process and output destined for senior and executive management
- Work closely with the analytics team to develop effective reporting capabilities and processes for customer value campaigns
- Design and plan the CVM strategy with revenue enhancement objectives and KPIs
- Design a campaign communication framework leveraging on the direct channels
- Ensure campaigns are test before go live, identify learnings and improve
- Design Revenue stimulation, Retention and Loyalty coordinated strategies
- Build a business plan with revenue enhancement objectives and KPIs
- Design a strategy to enhance quality and customer satisfaction
Job Requirements:
Education/Business Degree:
- Bachelor or Masters in marketing, Economics, Information Technology or Statistics.
- Commercial experience and understanding (Ability to deliver commercial value)
- Fluent in French and English
Work Experience
- Minimum 3 years Experience in market basket Analysis, Value management or customer retention and loyalty
- At least 2 years Marketing experience
- Telecommunication experience is an added advantage
- Commercial experience and understanding (Ability to deliver commercial value)
- Project Management experience
- Knowledge of Consumer behavior and segmentation
- Knowledge of Pricing methodology, pricing sensitivity, marginal analysis & cost analysis
Training:
- COS Programs
- REACH
- Customer Value Management,
- Campaign Management & Go to Market(GTM)
- project management,
- Customer Analytics and CRM,
- SAS/R advanced analytics
- GTM- Product Lifecycle Management
- CVM campaign operations
- Marketing automation tools
- System Analytics
- Customer Analytics and Campaign Management
- Financial modeling in Excel
- Harvard Leading teams
Knowledge:
- A broad understanding of the MTN business
- A thorough understanding of mobile technologies and trends
- Familiar with MTN products and services
- Mobile Technical Systems knowledge
- Product Development knowledge
- A sound knowledge of mobile telecommunications and related legislation, etc.
- An understanding of the principles of effective marketing processes and principles of segmentation
- Strong Knowledge in Campaign Management and CRM tools (Flytxt is an added advantage)
- In-depth knowledge in using All Microsoft applications specially for data analysis
Skills:
- Organizational and coordination skills
- Strong Knowledge in Campaign Management and CRM tools (Flytxt is an added advantage)
- Advanced segmentation techniques/Clustering and profiling
- Data mining/predictive analytics/Scoring techniques/Machine learning
- Excellent Analytical skills
- Task orientated with attention to detail
- Business and Strategic acumen
- Self-motivated and Decisive
- Time management, specifically the ability to prioritize
- Relationship skills
- Advanced use of MS Office tools especially MS Excel.
- Ability to work in a matrix environment.
- Ability to drive several CVM campaigns in parallel and support overall campaign management design
- Well integrated in performance improvement activities
Behaviorial Qualities
- Detail-oriented
- Highly organized
- Proactive & creative
- Manages time
- Open-minded
- Open and trustworthy
- High orientation towards customer needs
- Excellent Listening and communication skills
- Self-motivated and Perseverant
- Ability to go extra miles in crisis situations
- Strong sense of professionalism and integrity
- Critical demonstration of MTN vital behaviors
We are a purpose and value-led organization.
At MTN, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.
Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.
As part of MTN’s recruitment process, your personal information may be processed using secure Artificial Intelligence (AI) technology to assist with the shortlisting of candidates. This is done in compliance with the Protection of Personal Information Act (POPIA). By applying for this position, you consent to the processing of your personal information for recruitment purposes. All data will be handled securely and used solely for evaluating suitability for the role.
We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!
Thank you.
