Manager, Customer Value Management Operations at MTN Nigeria

Employment Nigeria 30-Dec-2017 LAGOS , IT and Telecoms

MTN Nigeria is recruiting to fill the position below:

POSITION : Senior Manager, Customer Value Management Operations

Training

First Degree in any relevant discipline. Industry certification(s) and/or Post-graduate/professional qualification(s) in a related field (an added advantage)
10 years working experience comprising: Manager track record of 3 years or more; with at least 3 years in relevant sector/industry
Experience in leading change / transformation (marketing) at an operational level advantageous
Experience in continuous improvement through the implementation of best practices
Experience in Campaign Management and Customer Value Creation Understanding of marketing processes in telecom industry

Minimum Qualification:

B.A, B.Ed, B.Eng, B.Sc, B.Tech, HND or LLB

Training:

Segment Strategy and marketing training
Marketing, Management and decision making courses

Responsibilities

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
Responsible for implementation of Customer Value and Campaign Management Strategy.
Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
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.
Partner effectively with MTNN’s critical high value customers to enhance MTN’s Corporate Brand 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 behaviours 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 team’s collaborate with Quality Assurance and Internal Audit teams to perform periodic quality and process audits
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 prioritisation, 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

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Manager, Customer Value Management Operations at MTN Nigeria

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