Job Description
Posting Country: Tanzania, United Republic of
Date Posted: 15-Dec-2021
Full Time / Part Time: Full Time
Contract Type: Permanent
At Vodacom, we’re working hard to build a better future.
A more connected, inclusive and sustainable world. As a dynamic global community,
it's our human spirit, together with technology, that empowers us to achieve
this.
We challenge and innovate in order to connect people,
businesses, and communities across the world. Delighting our customers and
earning their loyalty drive us, and we experiment, learn fast and get it done,
together.
With us, you can be truly be yourself and belong, share
inspiration, embrace new opportunities, thrive, and make a real
difference.
Description
Role
purpose:
• Overall accountability of M-Pesa Customers Retention
Strategy, churn management
• Accelerate customer’s ARPU growth by enriching the product
and service adoption
• Drive actionable commercial insights and direct on how to
be acted upon
• Develop and execute a roadmap to maintaining a healthy
M-Pesa base in line with the company roadmap
Key
accountabilities
• Develop and Drive strategy to grow and retain M-Pesa
customer base.
• Responsible for churn management and improving customer
reconnection
• Develop and drive the management of new customers, nursery
program and improve survival of new customers
• Develop then BTL and ATL campaigns for various service and
products
• Perform competitor analysis and tactical initiatives to
address the challenges
• Perform time to time consumer understanding to understand
pain points of our customers
• Develop and Drive a strategy to achieve maximum penetration
and adoption of M-Pesa Products & Services.
• Drive cross-selling and upselling initiatives to grow the
customer segments and increase usage for LVCs and infrequent user base.
• Develop and accelerate the M-Pesa High Value Consumer
Products innovation roadmap implementation and revenue targets.
• Perform frequent consumer Understanding activities and
physical visits to learn the behaviour and/or pain points of different customer
segments and provide key insights for channel development.
• Consistent monitoring of the churn, subscribers base, usage
and propositions to ensure a healthy customer base.
• Having clear and practical plan to graduate customers from
lower to higher ARPU bands
Core competencies, knowledge and experience
• Excellent analytical and logical reasoning skills
translated from consumer insights
• Experience in advanced SQL and Database management.
• Outstanding systems integration skills to understand
customer data(data-mart).
• Excellent communication skills
• Strong stakeholder management skills
• Ability to anticipate customer, competitor and market
dynamics
• Able to challenge the status quo
Must have
technical/professional qualifications:
• Bachelor degree in Computer Science, Information
Technology, Business Administration, Economics, Marketing or its equivalent.
• Strong analytical skills and business acumen.
• Build and maintain relationship with key stakeholders in
the value chain.
• Telecommunications experience would be advantageous.
• Project management knowledge and experience would be
advantageous.
Key performance
indicators:
• Overall M-Pesa Base Growth as per the company target
• Grow M-Pesa Market and Value Share.
• Accurate and timely delivery of the execution plans
specified on the calendar
• Quality of support and stakeholder alignment
Skills
Modern Marketing Leadership
Data Analytics and
Insights
CVM Campaign
Development and Management
Always on Marketing
Commitment from Vodacom
Vodacom is committed to attracting, developing and
retaining the very best people by offering a flexible, motivating and inclusive
workplace in which talent is truly recognized, developed and rewarded. We
believe that diversity plays an important role in the success of our business
and we are committed to creating an inclusive work environment which respects,
values, celebrates and makes the most of people’s individual differences - we
are not only multinational but multicultural too. At Vodacom you will have
access to our excellent flexible benefits programme that you would expect from
any global company.
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