MTN Nigeria - The leader in telecommunications in Nigeria

POSITION : Segment Manager

DESCRIPTION

• Create sustainable, profitable, market volume and value growth for the Youth, Mass & Corporate segments of the Financial services Market.
• Assist and support the Senior Customer & Channels Manager in the development and implementation of strategies for each of the segments, to achieve agreed business objectives

RESPONSIBILITIES

• Provide delivery and performance tracking support to management, identify opportunities and leverage MTN and HV segment value proposition to take advantage of such opportunities.
• Manage and contribute to the development of communication to drive understanding of the propositions to deliver business objectives.
• Manage advertising/promotions/events/activations independently from concepts stage (agency briefing–script-storyboard development) to execution
• Develop advertising/communication concepts in support of MTN’s brand building initiatives and manage advertising/promotions/events independently from concepts stage (agency briefing–script-storyboard development) to execution (production- flighting).
• Contribute to the understanding of the financial strength of key projects involving changes in subscriber numbers, cost of product/service delivery, Marketing spend, airtime cost savings, average revenue per MFS user (ARPU), return on investment etc and proposing next steps
• Apply research skill to accomplish business objectives: analyze data, search for trends, develop key findings, conclusions and indicated actions from qualitative/quantitative consumer and customer research
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Support the Shareholder return strategy by developing and implementing Marketing Processes that are aligned to achieving all elements on the business score card.
• Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains.
• Serve the Division’s internal customers and provide solutions to improve the customer experience.
• 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.
• Drive an increase in MTNN’s Net Promoter Score.
• Conduct research on the market and customers, analyze data, search for trends and develop key findings, conclusions and indicated actions from qualitative/quantitative consumer and customer research.
• Develop detailed understanding of customer segment needs, behaviour, attitudes, and buyer values
• Plan and develop assigned Segment operational/Tactical plans to deliver growth strategy with the collaboration with other units e.g. Business development,  Channels, Business Intelligence and master brand  Manager
• Develop initiatives to stimulate customer usage and improve customer satisfaction via the customer management process
• 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.
• Maintain effective working relationships with internal and external suppliers.
• Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience.
• Develop advertising/communication concepts in support of MTN’s and partner banks brand building initiatives that can be successfully executed in the market place
• Review market and internal conditions and contribute to the development of marketing strategies for the assigned market segments and ensure segment marketing strategies are based on clear propositions that are aligned with MTNN’s overall digital  plans
• 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.
• Define market needs based on  customer insights and research to deliver relevant propositions targeted at the Segments
• Monitor execution of digital financial services strategy in line with overall digital strategy
• Evaluate new opportunities for expansion and revenue growth and develop creative and innovative approaches to drive sustainable growth in the markets.
• Develop and execute segment specific promotional campaigns to stimulate usage and profitable consumer connections.
• Design customers lifecycle  & value management plans to upsell and cross sell financial products and services, as well as to induce continuous usage
• Identify, review and monitor demographic profiles of the assigned segment customers continuously.
• Identify and analyse new and emerging trends and understand their impact on needs for the future
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Conditions

• Normal MTNN working conditions.
• May be required to work extended hours
• National and international travels

Requirements
Education:

• First degree in Economics, Business Administration, Accounting or any related discipline
• MBA is an advantage

Experience:

• 6 years’ experience in Customer and/ or Channel Management
• 2 to 3 years’ experience in managing mobile payment services; with experience in supervising/managing others
• 4 years’ experience in segment management
• Experience within FinTech environment is an advantage
• Experience in a Telecoms/Banking/Technology Company/FGCM
• Experience in Go-To Market planning and execution