Coordinator - CVM Operations

Akwajobs   (Douala, Cameroon)

Posted : 3 August, 2021

Category : Mobile Money    Location : Douala, Cameroon

Job type : Full Time

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Department Description:

Mobile Money 

 

Brief Job Description:

Mission/ Core purpose of the Job – Build deep base understanding, to find commercial opportunities to be unlocked via below the line offerings. perform analysis to support the realization of base management objectives. This will be achieved, in part, through the timely provision of a core set of reports that measure and track base management activity, deep-dive analyses and the development.

 

Key Job Responsibilities:

 

Operational Delivery

• Set up and act upon comprehensive base management dashboards and reporting on daily, weekly and monthly basis in order to grow the value of the in-life revenue and loyalty of the customer base

• Support the Channel and Commercial organization in defining customized offers and promotions for customers, agents and Merchants

• Develop base management strategy and implementation of activities across all segments for customer revenue enhancement, base retention and churn control

• Lead and direct execution of all CVM initiatives and campaigns to ensure the highest level of profits from campaigns and offers

• Provide strategic commercial, actionable analysis covering customer patterns & base product and pricing (patterns, behavior, BTL portfolio distribution and adoption) across the total Mobile Money customer base (inflow, base, retention, and outflow) that results in commercial optimization of that base. Outcome is used to make commercial decisions at executive level and/ or proactively identify opportunities for product & portfolio optimization, base campaigns and strategic commercial initiatives.

• Execute delivery of integrated customer insight for customers, including actionable value, usage and needs-based segmentation and predictive models, linked with competitor intelligence and market research.

• Analyse commercial impact of BTL programs on product penetration, ARPU and incremental value delivered. Define analyses of the Customer base to identify opportunities to apply products and tariffs to maximize lifetime value.

• Define and execute customer base development programs to support growth in customer base ARPU through targeted and segmented offers, BTL campaigns and cohort-specific pricing with a specific focus on data up-sell and tariff

• Contribute to driving the business by projecting consequences of business decisions based on analysis and drawing up possible proposals for improvement based on actionable customer & base insights

• Input into proposition development carried out by CVM owners and advise of base implications during prioritisation between specific initiatives.

• Carry out complex non-routine reporting/analysis and deep dives to understand customer and channel behavior and the commercial impact of that behavior i.e. price plan dispositioning, data usage deep dive

• Perform channel mix optimisation for base development activities. Drive and optimise channel execution by setting volume and value targets based on the approved customer budget.

• Monitor and ensure all CVM campaigns are reliably executed in systems and other customer touch points

• Develop statistical models to identify micro segments, social networks, propensity to buy and propensity to churn

• Postmortem analysis and performance review of offers and promotions for Customers, agents and Merchants

• Customers, Agents and Merchants segmentations and profiling

• Review customer adherence to products, services and offers and propose corrective measures

• Ensure churn is contained in line with Business plan

• Support in defining a pricing strategy for all products and services

• Automation of base management and performance reports. Publish dashboards on daily, weekly and Monthly basis

• Support the integration of base analysis into subscriber models

• Support the integration of initiatives into consumer lifecycle journeys

 

Staff Leadership and Management

- Ability to work in a team

- Responsible for self-learning and development with guidance from the Manager

- Ensure cohesive working with the CoE

- Accountable for meeting and prioritising own targets / deadlines

- Provide information to the Manager on work accomplishments, individual / team challenges

- Lead team meetings and contribute on specialist / technical areas when required

- Review performance metric dashboards prepared on various performance metics and provide input to the manager

 

Governance

Adhoc and Operational Meeting

- Participate and provide inputs in operational meetings as and when required

- Set up and manage adhoc meetings for day to day operational requirements as and when required

Escalations

- Timely notification of escalations to the Manager, SSH and the CoE

- Resolve escalations as per defined escalation / resolution procedures

Opco Operational

- Participate and provide inputs in project status meetings

- Propose operational changes and provide associated user impact assessment

Performance

- Ensure effective execution of day to day operations at the CoE and at the Opco and resolve operational issues

- Improve productivity and quality through leading practice initiatives

Reporting

- Provide inputs to the Manager (as required) relating to progress made within the sub-division and in accordance with the measurement metrics set by the organization

 

Job Requirements

 

Education:

University degree or equivalent qualification, preferably with analytical focus, marketing or commercial subjects

Post-graduate degree in an analytical or commercial field of study

Fluent in English and French.

 

Experience

• Min 3 years of relevant work experience 

• Fluent in English

• Demonstrated leadership of an established and successful CVM function within MTN or another operator recognized as a leader in CVM

• Experience in CVM methodology, principles, capabilities, and techniques. 

• Prior experience of mobile money industry 

• Demonstrated ability to influence management level staff in group and 1:1 situations

• Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level

• Experience with research- and analytics-driven quantitative pricing techniques (e.g. choice modelling)

• Experience working in a medium to large organization

• Experience in supervising others is an advantage

 

Additional Details:

 

Skills/ competencies:   

• Proven ability to lead and coach a team towards success

• Excellent communication and presentation skills

• Strong determination to succeed

• Commercial acumen and negotiation

• Appetite for innovation and continuous improvement

• Proven ability to think outside of the norm and present new ways of getting things done

• Multi-Tasking Skills: ability to comfortably deliver simultaneous and outstanding results to the customers and the shareholders

• Good analytical skills

• Proven track-record of being a team player

 

Knowledge:

• Commercial understanding of the CVM and proposition development

• Broad understanding of the Mobile Money Business

• A thorough understanding of Mobile Money technologies and trends

• Knowledge on Mobile Money technical systems 

• Knowledge on product development 

• Familiar with Mobile Money products and services 

• A sound knowledge of mobile money and related legislations

• An understanding of the principles of effective Marketing processes Knowledge of MS Excel, MS PowerPoint, MS Word and other relevant System

 

Behavioral qualities:    

Self Motivated

Decisive

Team Player

Directs people

Detail-oriented

Manages time

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