MTN Cameroun is looking for a Manager - Customer Value Management
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About us:
We are an organisation guided by purpose and values.
At MTN, we believe that knowing our people’s needs and ambitions is essential to creating work experiences that inspire every day. We commit to fostering an environment where every member of the Y’ello Family is listened to, understood and empowered to lead an inspired life.
Our values keep us grounded and direct our actions. Above all, they ensure integrity. This is not merely a statement: it is part of our DNA.
Job description
Staff leadership and management:
• Work effectively within a team;
• Take responsibility for self-learning and development under the Manager’s guidance;
• Ensure smooth collaboration with other team members;
• Be accountable for meeting and prioritising personal targets and deadlines;
• Report achievements and individual/team challenges to the Manager;
• Review performance dashboards and provide input to the Manager.
Key job responsibilities:
• Execute Customer Value Management (CVM) campaigns (cross-sell/upsell, retention, win-back, etc.);
• Deliver customer education and customer-journey campaigns;
• Implement and support initiatives to grow customer value, reduce churn and boost loyalty;
• Monitor and report on campaign impact and performance;
• Lead the roll-out of the CVM roadmap and processes;
• Apply the campaign marketing framework (campaign planning, design, testing, execution, offer management, promotion history, contact management, response tracking and reporting);
• Drive development of predictive models (e.g. churn prediction, next-best-action, market-basket analysis) to maximise marketing effectiveness;
• Design and optimise analytical models;
• Build business cases for new developments and CVM promotional portfolios;
• Use analytics to propose promotions and campaigns that change customer behaviour, increase usage and encourage upgrades;
• Track CVM activity performance daily (uptake, revenues) against the roadmap;
• Collaborate with internal and external stakeholders to maximise customer value through base campaigns;
• Innovate on offers and execution, proactively addressing gaps versus plan;
• Maintain an updated campaign calendar and framework that phases prioritized campaigns across the year and guides detailed activity planning by customer lifecycle stage;
• Develop and upkeep dashboards linking lifecycle stages, campaign performance, revenues and subscribers;
• Prepare and obtain approval for CVM campaign documents (concept sign-off, campaign brief) before launch;
• Coordinate with functional teams and technology vendors to validate weekly roadmap completeness;
• Contribute to monthly reporting for senior and executive management;
• Work with the analytics team to build robust reporting capabilities and processes for customer-value campaigns.
Strategy and planning:
• Design and plan CVM strategy with revenue-enhancement objectives and KPIs;
• Create a campaign communication framework leveraging direct channels;
• Ensure campaigns are tested before go-live, capture learnings and refine approaches;
• Define coordinated revenue stimulation, retention and loyalty strategies;
• Produce business plans with clear revenue targets and KPIs;
• Design strategies to improve service quality and customer satisfaction.
Job requirements:
Education/degree:
• Bachelor’s or Master’s in Marketing, Economics, Information Technology, Statistics or related field;
• Commercial acumen and 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 in marketing roles;
• Telecom experience is an advantage;
• Project management experience;
• Knowledge of consumer behaviour and segmentation;
• Familiarity with pricing methodology, price sensitivity, marginal and cost analysis.
Training (desirable):
• 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;
• Financial modelling in Excel;
• Leadership training (e.g. Harvard Leading Teams).
Knowledge:
• Broad understanding of MTN business and mobile technologies/trends;
• Familiarity with MTN products and services;
• Mobile technical systems and product development knowledge;
• Awareness of telecom regulations;
• Solid grasp of marketing processes and segmentation principles.
Skills:
• Strong campaign management and CRM tool knowledge (Flytxt advantage);
• Advanced use of Microsoft applications for data analysis, especially Excel;
• Advanced segmentation, clustering and profiling techniques;
• Data mining, predictive analytics, scoring and machine learning;
• Excellent analytical skills and attention to detail;
• Business and strategic acumen; self-motivated and decisive;
• Time management and prioritisation;
• Relationship-building skills and ability to work in a matrix environment;
• Capacity to run multiple CVM campaigns in parallel and support overall campaign design;
• Active involvement in performance improvement initiatives.
Behavioural qualities:
• Detail-oriented and highly organised;
• Proactive, creative and time-efficient;
• Open-minded, trustworthy and customer-focused;
• Excellent listening and communication skills;
• Self-motivated, perseverant and willing to go the extra mile in crises;
• Strong professionalism and integrity;
• Demonstrates MTN’s core behaviours.
How to apply:
All applications must be submitted ONLINE at: https://ehle.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/…
NB: Ensure you complete all required fields and attach relevant documents when applying online.