Senior Manager, Customer Value Management at MTN Ghana

About the Role

We are seeking a Senior Manager, Customer Value Management to drive the implementation of our company-wide Customer Value Management (CVM) strategy. This role is critical to enabling our business to achieve revenue targets, increase customer lifetime value, and optimize our competitive position in the evolving telecommunications landscape.

Key Responsibilities

• Develop and drive the implementation of the company-wide CVM strategy with clear direction, structure, frameworks, models, SLAs, policies, procedures, and roadmaps
• Define performance standards and targets across all CVM activities
• Lead enterprise-wide transformation initiatives for CVM aligned with commercial plans
• Develop and implement customer segmentation strategies based on behavior, demographics, and value
• Design and execute loyalty programs and retention strategies to retain high-value customers
• Analyze customer data to identify cross-sell and upsell opportunities across products and services
• Collaborate across the business to optimize customer experience and drive results
• Measure and track customer satisfaction, loyalty, and profitability metrics to identify improvement areas
• Champion data-driven decision-making across all business growth curves (Voice, Data, Digital, Fintech, and Enterprise Business)
• Develop and execute base management and retention strategies to maximize customer lifetime value and revenue contribution
• Link CVM revenue contributions, costs, and overheads to the broader business unit and organizational budgets
• Provide relevant reporting to internal and external stakeholders

About the Organization

• Technology business focused on telecommunications
• Publicly listed organization
• Operates with multiple regulatory frameworks and diverse stakeholder management requirements
• Environmental, social, and governance (ESG) priorities integrated into operations
• Partnerships are core to business practices

Position Details

• Location: Accra, Ghana
• Job Type: Full-Time
• Category: IT/Telecom