Manager - CVM Operations at MTN Nigeria

Job ID: 7103

Mission

• Responsible for implementation of Customer Value Management Strategy. (CVM - Value Proposition E2E Management)

Description

• Provide input and support into defining business requirements for key customer value management (CVM) capability development projects, including campaign management & measurement systems, channel capabilities and integration.
• Support the creation of offers and the growth of the offer catalog.
• Ensure the timely execution of campaign initiatives.
• Ensure that all CVM systems and channels are operating seamlessly.
• Enable the seamless integration of new and existing systems.
• Support the creation of outbound and inbound marketing frameworks.
• Develop and maintain relationships with vendor partners to provide support for outsourced applications.
• Drive the implementation of outbound and inbound marketing frameworks.
• Assist with the definition and build of the customer decisioning logic/rules.
• Manage the campaigns for outbound and inbound customer contact activity, based on the customer contact plan and requirements from Customer value management Base Marketing teams.
• Ensure the effective management of the customer decisioning logic/rules
• Manage the post-activity reports and in-depth performance evaluation to determine how existing decision-making rules can be enhanced to drive increased business benefits
• Manage contact management activities and implement customer contact rules and ensure compliance within MTN
• Implement customer contact policies and plans in line with MTN consumer strategies and measure effects and report results to related departments.

Education

• First degree in any relevant discipline
• Industry certification(s) and/or post-graduate/professional qualification(s) in a related field (an added advantage).

Experience
6 - 13 years’ experience which includes:

• Manager track record of at least 1 year or above
• 3-5 years of customer value/lifecycle management experience in general terms
• Out of which 3 years’ experience in Telecoms (CVM/ IT teams)
• Good knowledge/experience of product development and offer creation
• Proven strong leadership skills to manage changes and critical issues in a highly dynamic environment
• Good knowledge/experience of managing IT related systems
• Good knowledge/experience of developing and managing targeted CVM value propositions for the identified opportunities and risks
• Good knowledge/experience of analyzing the outputs of the activities managed and its development across time to meet the pre-set targets.