Senior Manager: CVM at MTN

Job description

Join the MTN Group to experience the power of the MTN Brand across a global footprint, celebrating our diverse communities while unlocking your potential. The bold and inspiring leadership team that enables the achieving of performance excellence in the MTN way in everything we do, everywhere they go.

The Senior Manager: CVM will provide base management strategy and operational execution. Define, manage and deliver the customer life cycle programs and activities to maximise the customer life time value – in terms of revenue as well as profit margin.

Primary responsibility for;

• churn, customer inactivity and retention;
• product penetration and;
• base management direct marketing results and
• Incremental revenue.

There are five roles available, to sit in the following MTN operations:

• Ivory Coast
• Cameroon
• Sudan
• Ghana
• Uganda

Key Performance Areas:

• Develop and execute a base management strategy (including a retention strategy) to maximise customer lifetime value and customer base revenue contribution to the overall services revenue of the company.
• Link CVM revenue contributions and costs/overheads to the overall budget of the larger business unit and the overall organisation
• Lead a business transformation to embed CVM decision-making principles and culture across the organization.
• CVM base management reporting and dashboards.
• Cross-sell and Up-Sell campaigns e.g. voice-, SMS- and data-upsell, SMS and data-cross-sell., etc.
• Retention & Churn management e.g. outflow value management, early churn detection, involuntary churn.
• Base management e.g. inactivity management, top-up volume and value management, revenue stimulation.
• Customer value management e.g. tariff migration management, revenue boosters.
• Set up and act upon robust base management dashboards and reporting.
• Define overall churn management strategy and operationally drive pro-active and reactive retention activities along the customer lifecycle.
• Plan and manage retention investment, saves tools, saves tariffs. Input into involuntary churn strategy and initiatives.
• Manage customer value segments discretely and partnerships including the partnership with external vendors/partners where applicable
• Define and execute base development programs and revenue booster initiatives to achieve growth in customer base ARPU through targeted and segmented offers, campaigns, and pricing; specifically, data up-sell initiatives, tariff migration initiatives.
• Deliver volume and value forecasting, retention volume and spend, x-sell and up-sell revenue to finance budgets.
• Provide input into proposition development process through engagement with product owners. Advise of base management implications during discussions regarding prioritisation between specific marketing and commercial initiatives.
• Work with Segment Marketing teams to reduce churn and displacement/down trading across the high value customer base, improve value inflow, and overall optimize portfolio-wide CLV
• 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.
• Manage all direct marketing campaign execution and improve ROI through strong campaign management tools – operations, campaign planning, detailed design, production, test, roll-out, commercial return and evaluation.

Role requirements

You must have:

• A Bachelor's Degree in Commerce/Marketing/Science
• Post graduate/professional qualification such a a Masters degree or MBA preferred

You must have the following experience:

• Minimum 7-10 years of CVM experience
• Minimum 2 years senior management experience
• Minimum 3 years of sector, industry or area of specialisation
• Experience in global /multinational business environment
• Experience in leading change / transformation (marketing) at an operational level advantageous
• Experience in continuous improvement through the implementation of best practices
• Experience in customer value creation
• Experience in campaign management