MTN Group

Manager - Customer Value Management Commercial.Marketing

Posted 4 Days Ago

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Douala, Wouri, Littoral, CMR

In-Office

Mid level

Big Data • Other • Financial Services

The Role

Manage and implement Customer Value Management campaigns, drive analytics to enhance customer value, and collaborate with stakeholders to monitor performance metrics.

Summary Generated by Built In

Staff Leadership and Management

Ability to work in a team
Responsible for self-learning and development with guidance from the Manager
Ensure cohesive working with the other team members
Accountable for meeting and prioritising own targets / deadlines
Provide information to the Manager on work accomplishments, individual / team challenges

Review performance metric dashboards prepared on various performance metrics and provide input to the manager

Key Job Responsibilities

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
Build a business plan with revenue enhancement objectives and KPIs
Design a strategy to enhance quality and customer satisfaction

Job Requirements:

Education/Business Degree:

Bachelor or Masters in marketing, Economics, Information Technology or Statistics.
Commercial experience and understanding (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 Marketing experience
Telecommunication experience is an added advantage
Commercial experience and understanding (Ability to deliver commercial value)
Project Management experience
Knowledge of Consumer behavior and segmentation
Knowledge of Pricing methodology, pricing sensitivity, marginal analysis & cost analysis

Training:

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
Customer Analytics and Campaign Management
Financial modeling in Excel
Harvard Leading teams

Knowledge:

A broad understanding of the MTN business
A thorough understanding of mobile technologies and trends
Familiar with MTN products and services
Mobile Technical Systems knowledge
Product Development knowledge
A sound knowledge of mobile telecommunications and related legislation, etc.
An understanding of the principles of effective marketing processes and principles of segmentation
Strong Knowledge in Campaign Management and CRM tools (Flytxt is an added advantage)
In-depth knowledge in using All Microsoft applications specially for data analysis

Skills:

Organizational and coordination skills
Strong Knowledge in Campaign Management and CRM tools (Flytxt is an added advantage)
Advanced segmentation techniques/Clustering and profiling
Data mining/predictive analytics/Scoring techniques/Machine learning
Excellent Analytical skills
Task orientated with attention to detail
Business and Strategic acumen
Self-motivated and Decisive
Time management, specifically the ability to prioritize
Relationship skills
Advanced use of MS Office tools especially MS Excel.
Ability to work in a matrix environment.
Ability to drive several CVM campaigns in parallel and support overall campaign management design
Well integrated in performance improvement activities

Behaviorial Qualities

Detail-oriented
Highly organized
Proactive & creative
Manages time
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 behaviors

About Us

We are a purpose and value-led organization.

At MTN, 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.

As part of MTN’s recruitment process, your personal information may be processed using secure Artificial Intelligence (AI) technology to assist with the shortlisting of candidates. This is done in compliance with the Protection of Personal Information Act (POPIA). By applying for this position, you consent to the processing of your personal information for recruitment purposes. All data will be handled securely and used solely for evaluating suitability for the role.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Thank you.

About the Team

The Human Resources team partners with all aspects of the organization, driving success through the effective and innovative management of people for both current and future business needs.

Key roles that the Human Resources team performs:

Executive Role: Specialists in all aspects of people management. High-level input at a strategic level into all key business decisions.
Audit Role: Ensures all areas of the organization are compliant with legal requirements AND best practice employment policies and procedures.
Facilitator Role: Close partnership to support, advise and extend the ability of all areas of the organization to meet their objectives through the implementation of highly effective employment practices in areas such as Talent Acquisition, Learning and Development, Reward systems, Performance Management, Health and Wellbeing.
Consultancy Role: Provide expert advice to the organization and it’s managers on any aspect of workforce management and employee relations and performance.
Service Role: Ensure the organization is fully aware of and is equipped to deal with developments impacting employment matters, such as changes in legislation, changes in the characteristics of the labor market.

Skills Required

Bachelor or Masters in marketing, Economics, Information Technology or Statistics
Minimum 3 years Experience in market basket Analysis, Value management or customer retention and loyalty
At least 2 years Marketing experience
Fluent in French and English
Project Management experience
Knowledge of Consumer behavior and segmentation
Knowledge of Pricing methodology, pricing sensitivity, marginal analysis & cost analysis

MTN Group Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about MTN Group and has not been reviewed or approved by MTN Group.

Parental & Family Support — Parental leave is positioned as notably generous in some markets, including widely cited six-month paid maternity leave and short paternity leave. Family-friendly support is also described through options like workplace childcare, adoption/surrogacy support, and related leave provisions in certain operating companies.
Strong & Reliable Incentives — Variable pay elements are described as a meaningful part of the package, including annual performance bonuses, sales commissions, and structured short-term incentives tied to performance outcomes. Longer-term incentive participation is also described for eligible grades through share-based or share-linked plans.
Wellbeing & Lifestyle Benefits — Wellbeing support is presented as visible and multi-dimensional, including mental, physical, and financial wellness programs and access to emergency assistance services for medical, security, and travel events. Lifestyle and telecom-specific perks are also described, such as connectivity allowances and flexible lifestyle benefit funds used for items like gym, travel, or school-related expenses in some locations.