Job Description

• This role is responsible for defining, configuring, testing, assessing, and implementing customer life cycle programs and activities developed by the CVM team and product and segment owners. In addition, this role ensures that the technical CVM environment (CMS system, loyalty platforms, etc) through which all customer contact is initiated and managed are always available to the customer and for business use

Context :

• Highly dynamic and competitive telecommunication industry
• Sophisticated customer base and erratic customer behavior.
• Global technology trends and advancements
• Highly regulated environment – (BoG/NCA/Ministry of Communication/ and much more)
• Vendor Management Relationship
• Global & MTN Group approved Telecommunication/ICT Network Standards and Practices
• Performance driven environment
• Diverse Cultural environment
• Regionalization structure implication
• Active Media Engagement & Brand Reputation

Key Tasks:

• Contribute to the development of a customer base management strategy, from an operational perspective, and drive the operational implement thereof to maximise customer lifetime value and the contribution of the customer base to overall services revenue.
• Support Line Manager in leading the business transformation to embed CVM decision-making principles and culture across the organization.
• Ensure that MTN’s process and customer experience strategies are reflected in the CVM strategy (e.g., contact policy, opt-out policy, etc.).
• Initiate, execute, and supervise a comprehensive CVM governance programme.
• Interface with IT/technology to ensure that CVM systems/platforms can technically support the CVM activities including campaigns, reporting, profiling, etc. required by the Base Management and Analytical CVM teams.
• Interface with all channel owners/managers to ensure that CVM activities are executed as planned through their channels. Ensure that a formal communication process is set up to advise and do early alerts on any/all campaigns executed through the various channels.
• Ensure that all campaigns are documented, requirements captured, configured, and tested before execution.
• Ensure that all campaigns are approved by the stakeholders and in accordance with the delegation of authority before execution.
• Ensure that all campaigns are reported on and that full details of all campaigns captured, stored and available for audit.
• Initiate, execute, and supervise the customer centric life cycle contact policy for MTN including the opt-out database and any blacklists that might exist.
• Ensure that all campaigns required by the quarterly and monthly CVM plan as well as the marketing calendar is planned ahead of time and that they are executed as per the required and agreed schedule.
• Monitor quality & consistency of attributes/KPIs used for CVM in assigned region & collaborate with technology
• Optimal utilization of available attributes / KPIs for campaigning / CVM
• Lead and train identified target group on different features of the platform /product and update with each new release
• Support Line Manager to lead the operational capability development and define the capability required to execute and manage the CVM programme.
• Integrate output through campaign management, charging and provisioning platforms, by translating CVM objectives to IT / Technical teams.
• Manage the relationship with and define the CVM activities, customer experience and processes that are executed through different channels, including retail and customer relations. In addition, ensure that CVM governance processes and principles are implemented

Foundational skills and proficiency

Strategic Planning & Thinking

• Considers customer needs and trends in the development of strategic plans
• Implements strategic objectives
• Understands the strategic direction of the organization and highlight areas of potential value or risk

Critical Thinking

• May produce useful ideas or explanations for circumstances but lack in identifying or including cause and effect
• Undertakes a complex task by breaking it down into manageable parts in a systemic, detailed way

Analytical Thinking

• Analyze the data to detect trends and issues in the data and information in a logical and factual manner.
• Makes logical deductions from data sets
• Identifies a solution for resolving the underlying problem

Decision Making based on Decision Modelling

• Identifies the core issue in problem solving, considers possible solutions and seeks direction and advice as appropriate
• Seeks to problem solve effectively by correctly analyzing the issues, seeking expert advice as required and consulting and collaborating with others as appropriate

Integrated Analytics

• Demonstrates an ability to take a comprehensive approach to insights development, through demonstrating integrated thinking
• Works with cross-functional teams across the business to ensure that the organization is gathering good quality behavioral information and technical data.
• Leads the Divisional insights strategy for the Division and makes a significant contribution to Divisional reporting

Qualification Required & Experience

Education and Competencies

• A Degree in Marketing/Computer Science or a related field.
• 3 years relevant experience in a similar role.
• Understanding of external best practice in telecommunication
• Understanding business needs of the Ghanaian market
• Project Management
• Commerciality and Sound Marketing Judgement
• Interpretation of IT/Technical systems/architecture.
• Telecom Business Savvy
• Market Research
• Customer Satisfaction Measurement
• Business Development
• Reputation Management

Location: Accra

How to Apply For the Job

Interested and qualified applicants should send their Curriculum Vitae to:

mtnghanarecruitment@mtn.com

Qualified Applicants should indicate Ref number (MTN-MKT-ADTRACK0014) for the role as the email subject and ensure that CVs are saved in their names.

Closing Date: 17 June, 2022