Operational Delivery
• Set up and act upon comprehensive base management dashboards and reporting on daily, weekly and monthly basis in order to grow the value of the in-life revenue and loyalty of the customer base
• Support the Channel and Commercial organization in defining customized offers and promotions for customers, agents and Merchants
• Develop base management strategy and implementation of activities across all segments for customer revenue enhancement, base retention and churn control
• Lead and direct execution of all CVM initiatives and campaigns to ensure the highest level of profits from campaigns and offers
• Provide strategic commercial, actionable analysis covering customer patterns & base product and pricing (patterns, behavior, BTL portfolio distribution and adoption) across the total Mobile Money customer base (inflow, base, retention, and outflow) that results in commercial optimization of that base. Outcome is used to make commercial decisions at executive level and/ or proactively identify opportunities for product & portfolio optimization, base campaigns and strategic commercial initiatives.
• Execute delivery of integrated customer insight for customers, including actionable value, usage and needs-based segmentation and predictive models, linked with competitor intelligence and market research.
• Analyse commercial impact of BTL programs on product penetration, ARPU and incremental value delivered. Define analyses of the Customer base to identify opportunities to apply products and tariffs to maximize lifetime value.
• Define and execute customer base development programs to support growth in customer base ARPU through targeted and segmented offers, BTL campaigns and cohort-specific pricing with a specific focus on data up-sell and tariff
• Contribute to driving the business by projecting consequences of business decisions based on analysis and drawing up possible proposals for improvement based on actionable customer & base insights
• Input into proposition development carried out by CVM owners and advise of base implications during prioritization between specific initiatives.
• Carry out complex non-routine reporting/analysis and deep dives to understand customer and channel behavior and the commercial impact of that behavior i.e. price plan dispositioning, data usage deep dive
• Perform channel mix optimisation for base development activities. Drive and optimise channel execution by setting volume and value targets based on the approved customer budget.
• Monitor and ensure all CVM campaigns are reliably executed in systems and other customer touchpoints
• Develop statistical models to identify micro-segments, social networks, propensity to buy and propensity to churn
• Postmortem analysis and performance review of offers and promotions for Customers, agents and Merchants
• Customers, Agents and Merchants segmentations and profiling
• Review customer adherence to products, services and offers and propose corrective measures
• Ensure churn is contained in line with Business plan
• Support in defining a pricing strategy for all products and services
• Automation of base management and performance reports. Publish dashboards on daily, weekly and Monthly basis
• Support the integration of base analysis into subscriber models
• Support the integration of initiatives into consumer lifecycle journeys

Experience
• Min 3 years of relevant work experience
• Demonstrated leadership of an established and successful CVM function within MTN or another operator recognized as a leader in CVM
• Experience in CVM methodology, principles, capabilities, and techniques.
• Prior experience of mobile money industry
• Demonstrated ability to influence management level staff in group and 1:1 situations
• Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level
• Experience with research- and analytics-driven quantitative pricing techniques (e.g. choice modeling)
• Experience working in a medium to large organization
• Experience in supervising others is an advantage

Training/Certification
• Hands on the use of tools – SQL, Excel and MS Access and has worked on Analytics tools like SAS, R, SPSS

Knowledge
• Commercial understanding of the CVM and proposition development
• Broad understanding of the Mobile Money Business
• A thorough understanding of Mobile Money technologies and trends
• Knowledge on Mobile Money technical systems
• Knowledge on product development
• Familiar with Mobile Money products and services
• A sound knowledge of mobile money and related legislations
• An understanding of the principles of effective Marketing processes Knowledge of MS Excel, MS PowerPoint, MS Word and other relevant System