Trusted listing
MTN Ghana
MTN Ghana
Ho, Ghana
Permanent
Published 2 weeks from now · Expires 4 weeks from now
Job description
We are on the lookout for skilled professionals to join our team.
Position Overview:
Job Title: Senior Manager, Customer Value Management
- Technology business
- Multiregulation and multifaceted stakeholder management
- Public Listed Organization
- Environmental, social and governance prioritized.
- Partnerships at the core of business practices
- Evolving competitive landscape
- Develop and drive the implementation of the companywide CVM strategy to enable the business to achieve revenue targets and increase the lifetime value of the customers. This included providing direction, structure, frameworks, models, SLA’s, policies and procedures and roadmaps.
- Define the standards and targets for performance parameters across various CVM activities.
- Drive enterprise-wide transformation initiatives for CVM in line with commercial plans
- Develop and implement customer segmentation strategies based on behaviour, demographics, and value.
- Developing and implementing loyalty programs and retention strategies to retain high-value customers.
- Analysing customer data to identify opportunities to cross-sell and upsell products and services.
- Collaborating across the business to optimize customer experience.
- Measuring and tracking customer satisfaction, loyalty, and profitability metrics to identify areas of improvement.
- Championing data-driven decision making across the business’s growth curves (Voice, Data Digital, Fintech & Enterprise Business).
- Develop and execute a base management strategy (including a retention strategy) to maximise customer lifetime value and customer base revenue contribution to the overall services revenue of the company.
- Link CVM revenue contributions and costs/overheads to the overall budget of the larger business unit and the overall organisation.
- Role related reporting to the relevant internal and external stakeholders.
- Define and execute base development programs for pre- and post-pay and revenue booster initiatives to achieve growth in customer base ARPU through targeted and segmented offers, campaigns, and pricing.
- Input churn reduction strategies across the various value bands especially the high value customer base to improve value inflow, and overall optimize portfolio wide CLTV.
- Deploy segmentation and predictive models, linked with competitor intelligence, and market research to manage the delivery of insight to internal stakeholders.
- Manage all direct marketing campaign execution to improve ROI by leveraging campaign management tools. This includes operations, campaign planning, detailed...