Job Description
We at MTN Cameroon are a purpose and value-led organization.
At MTN Cameroon we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.
Our values dubbed, LIVE Y’ello, are the cornerstone of our culture.
Lead with Care
Can-do with Integrity
Collaborate with Agility
Serve with Respect
Act with Inclusion
Responsibilities
Operational Delivery
As per business plan,
-Develop Governance around CVM in terms of analytics and Opportunity assessment leveraging on Data Insights and Analysis
-Develop Campaigns Orchestration model and Campaign performance and impact assessment
-Lead the Customer life cycle process at MTN Cameroon
-Develop models to understand the effect of marketing and competitor actions upon each micro segment.
-Conduct analysis for customer behavior and profiling to identify the right campaign for the right segment and micro segment
-Provide in-MTNC assistance to both segments (Business and Consumer) in terms of Business Intelligence activities.
-Support both segments by adopting a segmented approach for any business issue that might have an impact on revenue.
-Support both segments building and animating micro-segments.
-Support both segments analyzing the performance and profile of the segments identified and proposing corrective actions.
-Review industry good practices in terms of Datamining especially and Business Intelligence globally.
Implementation of Customer Value Management campaigns (Cross-Sell/Upsell, Retention, Win Back, …)
-Implementation of Customer education & Customer Journey campaigns
-Implement and support initiatives to increase value, reduce churn and increase loyalty
-Monitoring and reporting on campaign impact and performance
-Lead the implementation of the CVM roadmap and process
-Implement the campaign marketing functional paradigm (campaign planning, campaign design, testing, execution, offer management, promotion history, contact management, response tracking and reporting)
-Drive development of predictive models (e.g. Churn Prediction model, Next Best Action model, Market Basket analysis) to leverage existing information assets for optimal Marketing activity.
-Designing and developing analytical models and their optimization
-Build business cases for new developments and promotional CVM campaign portfolios.
-Drive analytics to come up with new ideas for promotions and campaigns to change the current behaviour by ensuring usage uplift and upgrading packages.
-Track CVM activities performance & execution on daily basis (uptake, Revenues) against roadmap
-Cooperate with key stakeholders (internal and external) to find the best way of increasing customer value via base campaigns.
-Find innovative and new ways of offers and execution and proactively develop initiatives to close any gaps against plan
-Maintain an update framework and campaign calendar reflecting the phasing of prioritized campaigns throughout the year, and which serves as a roadmap for detailed activity planning per customer life cycle stage
-Develop and maintain a dashboard linking customer lifecycle stage, related campaigns performance to overall revenues and subscribers
-Responsible for preparing and getting approval of the CVM campaigns documents (concept documentation sign off, campaign brief) prior to launch
-Work closely with functional teams and technology vendors to check the completeness of the weekly roadmap
-Contribute to the monthly reporting process and output destined for senior and executive management
-Work closely with the analytics team to develop effective reporting capabilities and processes for customer value campaigns
-Design and plan the CVM strategy with revenue enhancement objectives and KPIs
-Design a campaign communication framework leveraging on the direct channels
-Ensure campaigns are test before go live, identify learnings and improve
-Design Revenue stimulation, Retention and Loyalty coordinated strategies
Staff Leadership and Management
-Ability to work in a team
-Responsible for self-learning and development with guidance from the Manager
-Accountable for meeting and prioritizing own targets / deadlines
-Provide information to the Manager on work accomplishments, individual / team challenges
-Ensure cohesive work with the other team members.
-Review performance metric dashboards prepared on various performance metrics.
Governance
-Align and comply with MTNC Stock Management policies
Operational, Tactical and Strategic Meetings
As per business plan,
-Participating in and providing input in operational meetings as and when required
Set up and manage ad hoc meetings for day-to-day operational requirements as and when required
-Propose operational changes and provide associated user impact assessment
-Review key risks, issues and dependencies and set mitigation actions
-Provide input in strategic meetings when required
-Provide input into the risk mitigation and controls
-Provide input into the preparation of proposal on change initiatives, policies, and procedures
Escalations
-Timely notification of escalations to the Manager, SSH and the CoE.
-Resolve escalations as defined escalation / resolution procedures
Function Tactical
-Provide input into all projects initiated
-Provide input into establishing objectives, targets, and budgets for the function as applicable
-Identify and document key risks, issues and dependencies and set mitigation actions
-Prepare documentation required for sign-off / making decisions regarding tactical changes
Performance
-Provide input to the performance review against agreed KPIs
-Create and monitor plan for continuous improvement
-Improve productivity and quality through leading practice initiatives
Reporting
-Provide inputs with the Manager (as required) relating to progress made within the sub-division and in accordance with the measurement metrics set by the organization; as per business plan.
Qualifications
Education:
-Bachelor’s or Master’s degree in marketing, Information Technology or Statistics, Sales, Economics
Sensitivity: MTN Internal
–Commercial & Analytics experience and understanding (Ability to deliver commercial value)
-Fluent in French and English.
Experience:
-Minimum 3 years’ Experience in market basket Analysis, Value management or customer Lifecycle management and Customer Loyalty management
-CVM(Customer Value Management), Knowledge of Consumer Analytics and segmentation
-Knowledge in Base Management and Go To Market
-Contextual Marketing and Campaign Management
-Project Management experience
-Digital Marketing
-Campaign Management
-At least 2 years Marketing or Sales experience
-Telecommunication experience is an added advantage
-Commercial experience and understanding (Ability to deliver commercial value)
-Knowledge of Pricing methodology, pricing sensitivity, marginal analysis & cost analysis
-Artificial Intelligence
-Customer Analytics and CRM,
-SAS/R/Python advanced analytics
-Customer Lifecycle Management
-Customer Marketing segmentation
-Business Intelligence & Reporting
-Pricing
-Product Development knowledge
-Financial modeling in Excel
Competencies & Functional Knowledge:
-Statistical modeling and multivariate analysis
-Contextual Marketing
-Digital Marketing
-Marketing Analytics & Segmentation
-Campaign Management
-Product Development
-Customer Lifecycle Management
-Business Performance & Forecasting
-Reporting and performance analysis
-Project management
Skills:
-Ability to drive several CVM campaigns in parallel and support overall campaign management design
-Organizational and coordination skills
-Excellent Analytical skills Good data-driven Mind
-Extra good numerical mind
-Well integrated in performance improvement activities
-Task orientated with attention to detail
-Business and Strategic acumen
-Must be able to work under pressure
-Wide general culture
-Time management, specifically the ability to prioritize
-Advanced use of MS Office tools especially MS Excel
Behavioural Qualities:
-Attention to details & Detail-oriented
-Highly organized & Manages time
-Proactive & creative
-Open-minded
-Open and trustworthy
-High orientation towards customer needs
-Excellent Listening and communication skills
-Self-motivated and Perseverant
-Ability to go extra miles in crisis situations
-Strong sense of professionalism and integrity
-Critical demonstration of MTN vital behaviours
-People interaction
-Problem solving
-Proactivity
-Results orientated
-Solution providing
-Strategic thinking