Manager - Digital Channels

Job Title: Manager – Digital Channels
Reporting to: Senior Manager Commercial Operations
Division – Commercial Operations

Mission/ Core purpose of the Job 
The Manager Digital Channels is responsible for accelerating customer, agent and merchant adoption, active usage and commercial growth of the MoMo App, Agent App and merchant solutions. The role owns channel growth strategies across acquisition, onboarding, activation, engagement, retention and monetisation, translating customer and partner insights into measurable growth initiatives. 
The role works across Product, Technology, Commercial, Marketing, Sales and Distribution, Customer Experience, Analytics, Operations, Finance, Risk and Compliance to deliver simple, reliable and trusted digital journeys. It also coordinates go-to-market execution, field enablement and performance management for the three channels. 

Main Job Functions:

Digital Channel Strategy and Growth Planning 

• Develop and execute the adoption and growth strategy for the MoMo App, Agent App and merchant solutions, aligned with commercial and financial objectives. 

• Define priority segments, use cases, value propositions, channel targets and quarterly growth plans. 

• Maintain an integrated roadmap covering acquisition, activation, engagement, retention and monetisation. 

Customer, Agent and Merchant Adoption 

• Drive registrations, onboarding completion, first successful transaction, repeat usage and active-user growth. 

• Design segment-specific adoption programmes, including education, assisted onboarding, field activation, partnerships and targeted campaigns. 

• Increase the range and frequency of relevant use cases across payments, collections, transfers, financial services and other approved MoMo services. 

Go-to-Market and Lifecycle Management 

• Lead go-to-market planning for new features, enhancements and campaigns, ensuring channel readiness, clear communications and coordinated execution. 

• Build lifecycle journeys and triggers that reduce inactivity, improve retention and reactivate dormant users, agents and merchants. 

• Coordinate Marketing, Sales and Distribution, Customer Experience and Operations to deliver consistent execution across digital and physical touchpoints. 

Channel Experience and Conversion Optimisation 

• Map end-to-end journeys and identify friction affecting registration, verification, login, discovery, transaction completion and support. 

• Prioritise improvements using behavioural data, customer research, field feedback and service-performance insights. 

• Partner with Product and Technology teams on backlog priorities, acceptance criteria, testing and release readiness. 

Performance Analytics and Experimentation 

• Establish dashboards and performance routines covering acquisition, onboarding conversion, activation, monthly active users, transaction frequency, value, revenue, retention, churn and campaign return. 

• Analyse funnels and cohorts by channel, segment, geography and use case to identify growth opportunities and constraints. 

• Run controlled experiments on messaging, incentives, journeys and propositions; scale successful interventions and stop ineffective activity. 

Commercial Performance and Partnerships 

• Develop business cases, forecasts and budgets for channel-growth initiatives and monitor commercial outcomes. 

• Optimise incentive structures, promotional investment and channel economics while protecting long-term value. 

• Work with partners, aggregators and ecosystem participants to extend reach, relevant use cases and acceptance. 

Risk, Compliance and Service Quality 

• Ensure campaigns, journeys and propositions comply with applicable regulation, data-privacy, consumer-protection, information-security and brand requirements. 

• Monitor fraud, failed transactions, complaints, service incidents and operational risks that may undermine adoption and trust. 

• Coordinate corrective action and customer communication with Risk, Compliance, Technology, Operations and Customer Experience teams. 

People and Stakeholder Leadership 

• Lead cross-functional growth squads and establish clear owners, milestones and governance for priority initiatives. 

• Build digital-growth capability through coaching, knowledge sharing and performance management. 

• Communicate channel performance, insights, risks and decisions to senior stakeholders. 

Education 

• Bachelor’s degree in Business, Marketing, Economics, Statistics, Information Systems, Computer Science or a related field. 

• A postgraduate qualification in business, digital transformation, marketing, analytics or a related discipline is an added advantage. 

Experience 

• At least six years of relevant experience, including at least three years in digital-channel growth, product growth, digital marketing, customer lifecycle management or commercial management. 

• Demonstrated experience growing adoption and active usage of mobile apps, digital financial services, payment platforms, e-commerce or comparable digital products. 

• Experience managing customer funnels, segmentation, campaigns, experimentation and retention programmes. 

• Experience working with agent, merchant or distribution ecosystems and field teams. 

• Strong track record of cross-functional delivery with Product, Technology, Marketing, Sales, Operations, Analytics, Customer Experience, Finance, Risk and Compliance. 

• Experience developing business cases, budgets, forecasts and performance reports. 

• Knowledge of the Ugandan market, mobile-money ecosystem and relevant customer, agent and merchant behaviours. 

Functional Knowledge 

• Digital growth strategy and growth-loop design 

• Customer acquisition, onboarding, activation, engagement, retention and reactivation 

• Mobile-app and channel journey optimisation 

• Agent and merchant proposition management 

• Campaign planning, CRM and lifecycle communications 

• Funnel, cohort and segmentation analysis 

• Experiment design, measurement and optimisation 

• Digital payments, mobile money and platform ecosystems 

• Commercial modelling, incentive design and return-on-investment analysis 

• Consumer protection, privacy, fraud risk and regulatory compliance 

Skills and Behavioural Competencies 

• Commercial acumen and customer-centric thinking 

• Strong analytical, problem-solving and data-visualisation capability 

• Strategic planning with disciplined execution 

• Stakeholder influence and cross-functional leadership 

• Clear written, verbal and presentation communication 

• Agile delivery and project management 

• Innovation, learning agility and bias for action 

• High integrity, accountability and sound judgement 

NB: Presentation of false academic documents and certification will lead to criminal prosecution. Any form of canvassing will lead to automatic disqualification. Should you not hear from us within fourteen (14) days from the closing date of this advertisement, you may consider your application to be unsuccessful.

Female candidates are strongly encouraged to apply.