Manager, CVM 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 vacant position below:

Job Position: Manager, CVM Commercial - Value Proposition
Job Location: Lagos

Job Description

• Responsible for implementation of Customer Value Management Strategy. (CVM - Value Proposition E2E Management)
• 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 optimization 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
• Ensure effective implementation of sub-divisional strategy by means of providing direction, structure, business plans and support
• Lead creation of sub-divisional strategy in line with overarching divisional goals with emphasis on client experience (internal and external)
• Serve MTNN’s customers and provide solutions to improve the customer experience.
• 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 behaviors and impact on non-compliance on bottom line results and company image/reputation.
• Work closely with project managers to ensure that progress is in line with customer value management Roadmap, any risks or issues are actioned upon timely, provide subject matter expertise where required
• interface with OpCo stakeholders, Group Management Service stakeholder and consumer divisional heads (not limited to) in order to ensure effective and efficient operations
• Ensure teams collaborate with Quality Assurance and Internal Audit teams to perform periodic quality and process audits.
• Partner effectively with MTNN’s critical high value customers to enhance MTN’s Corporate Brand
• Collaborate with other functional heads to enhance key elements of the consumer business model
• Collaborate with Group Management Services/Group Technology and OpCo leaders to add and / or modify suite of services/support provided and  develop standard templates and reports
• Partner with MTNN’s Ecosystem Partners to deliver business value.
• Provide input and support into defining business requirements for key customer value management (CVM) capability development projects, including campaign management & measurement systems, channel capabilities and integration;
• Support the creation, of outbound and inbound marketing frameworks.
• Drive the implementation of outbound and inbound marketing frameworks.
• Develop key inputs such as eligibility rules, arbitration prioritization, predictive models, offer value, levers, channel capacity, previous activity performance evaluation, customer investment rules, and strategic priorities;
• Assist with the definition and build of the customer decisioning logic/rules.
• Manage the campaigns for outbound and inbound customer contact activity, based on the customer contact plan and requirements from Customer value management Base Marketing teams.
• Ensure the effective management of the customer decisioning logic/rules
• Manage the post-activity reports and in-depth performance evaluation to determine how existing decisioning rules can be enhanced to drive increased business benefits
• Prepare the detailed Monthly BTL Plans to be followed by the Campaign Management team. Report progress, risks and issues to be acted upon
• Manage contact management activities and implement customer contact rules and ensure compliancy within the MTN
• Implement customer contact policies and plans in line with MTN consumer strategies and measure effects and report results to related departments
• Identify sales training and development needs and manage skills enhancement programs for the virtual sales team to ensure enterprise sales targets are fully met.
• Review performance against agreed KPIs and compliance to SLAs
• Create and monitor plan for continuous improvement
• Review performance of teams

Job Condition:

• Normal MTNN working conditions.

Experience & Training    
Education:

• First  degree in any relevant discipline
• Industry certification(s) and/or post-graduate/professional qualification(s) in a related field (an added advantage)

Experience:

• 6-13 years of experience comprising:
• Manager track record of at least 1 year or above
• 3-5 years of customer value/lifecycle management experience in general terms
• Out of which 3 years’ experience in Telecoms (Segments/CVM teams)
• Experience of customer segmentation, profiling and campaign strategies
• Experience in Data Mining, Analysis and Insights using(SAS,KNIME,ORACLE,MS EXCEL)
• At lease 3 years knowledge of CVM & Campaign Management process
• Experience in project management
• Good knowledge/experience of identifying competitive environment, consumer trends and trade practices in the industry
• Good knowledge/experience of identifying opportunities and risk across various customer segments
• Good knowledge/experience of developing and managing targeted CVM value propositions for the identified opportunities and risks
• Good knowledge/experience of analyzing the outputs of the activities managed and its development across time to meet the pre-set targets

Minimum Qualification

• BA, B.Ed, B.Sc or HND