Head Of Customer Value Management - MI

We are currently looking for our HoD, Customer Value Management, to provide strategic and tactical leadership in the areas of Customer Value Management. The nature of the role is to reports to either Group Director of CVM & BI, Pricing or local CMO and coordinates with the latter on critical and strategic issues. The jobholder is expected to lead the CVM capabilities for Axian across segments and channels. Role has full autonomy to drive the CVM P&L in excess of 6-8% annually.
Mission:
The main mission will be to support the Director of CVM & BI, Pricing or local CMO in defining the overarching Customer Value Management Group Strategies and Roadmaps and drive their overall implementation across Axian telco footprint along with tactical day-to-day support, maintenance, and fulfilling business requests.

The HoD CVM is responsible for providing guidance and direction, utilizing best practices and methodologies, as well as building and nurturing a high performing team.
Essential duties and

responsibilities:

Responsible for setting the CVM commercial strategy covering all segments and channels. CVM strategies should cover different practice areas including base value management, cross sell/upsell, retention & Churn management, customer lifecycle management and loyalty.
Responsible for building the required CVM capabilities including analytics, insights, reporting, systems and processes.
Develops the CVM team capabilities, organization and governance.
Oversees the delivery and development of the CVM platform and system capabilities across segments.

Full autonomy for the CVM platform covering framework design, strategy definition, engagement approach and segment roll-out.
Responsible for the optimisation of existing strategies to align to 1:1 decisioning best practices.
Adapt the existing Segment engagement strategies to align with the new CVM approach
Develops the commercial inbound strategy (NBA) delivering marketing offers to customers in interactive channels such as Call Centre and Retail, also Online & IVR.

Offers are evaluated using historical data, real time contextual data, propensity for the customer to accept the offer
Develops the contextual marketing strategies and approach.
Develop & manage the role out for Segments' requirements & strategies on the new CVM platform. Design/Apply the decision framework to enable strategies across offers, commercial priorities, customer segments and lifecycles
Develop new business process for the delivery of campaigns & offers.

Introduce Campaign, Strategy & Offer briefing documents, that pass business & technology review gates, prior to development. Clear definition of objectives, targeting rules, data & integrations and KPI reports
Define lead times and deadlines to limit exposure to last minute business/segment requirements that could impact current deployed strategies.
Drive the Commercial CVM marketing roadmap (Use cases, CLMS enablers, product launches, product life cycle) & Lead, define, represent and communicate CVM product strategy to all stakeholders.
Strategic planning and management of the entire CVM portfolio.
Liaise with key segment stakeholders to ensure gathering all the requirements from segments for Commercial Campaigns, socialize with the segment business units to secure a shared common objective across different functions
Ensure the best efficient & effective execution through conducting & monitoring the Agile sessions with all stakeholders & Managing, monitoring the Implementation of the mapping per Customer as per segment requirement & conduct the post mortem analysis.

Also ensure final Delivery of product with the best quality measures & just in case fixing any defects on the spot.
Manage the execution & Implementation of the campaigns in CLMS/USSD/Digital Channels and other new channels.
The owner of the unified messaging policy & managing all SMS flow (ATL/BTL) while responsible of broadcasting Billions of message yearly.
Collaboration / Coordination:
Align with Enterprise Architecture to ensure CVM strategy and vision is consistent with the overall strategy and vision for IT & Open Innovation;
Ensure collaboration with Segments, Channels, Business Intelligence and CVM teams to ensure market value creation through CVM & BI;
Collaborate with other GMs & Directors, under the direction of the Group CCO, Group Directors or local CMO, to ensure the effectiveness of the consumer business model;
Collaborate with relevant functions to provide feedback and insights on the efficacy of the overall strategy.
Desired

Skills:

Demonstrated leadership of an established and successful CVM functions within Telco Organizations;
Expertise in CVM, Pricing methodologies, principles, capabilities, techniques and Operations;
Outstanding commercial management skills, numerate, analytical;
Open, fact-based approach; ability to translate commercial objectives to technical teams for ensuring underlying system readiness;
Extensive experience in managing customer analytics projects and initiatives;
Prior experience of mobile industry retention dynamics (direct and indirect channels) advantageous, and in particular proactive retention activity;
People Management – proven ability to create and manage a high performance commercially focused team;
Disciplined detail - oriented style, combined with ability to simultaneously work at a strategic level;
Communication – ability to communicate effectively with senior executives to get buy-in and share results and with the CVM / BI and commercial teams to achieve implementation;
Bridge between Marketing, Customer Segments functions, Product units and Technology – Ability to work with BI units and IT to define system and reporting requirements
Delivery-focused – focus on delivering demonstrable results in a demanding and fast-moving environment
Flexibility – ability to manage a constantly changing environment.
Understand and manage the big picture context while also maintaining focus on operational metrics
Resilience – ability to maintain performance under pressure and to deadlines
Ability to create, lead and inspire high-performing teams.
Ability to influence Senior level staff in group and 1:1 situations
Fluent in English and French is plus
Doer and not only Manager style
Achieve tangible results
Desired Work

Experience:

Seasoned leader with previous experience using insights to drive business growth
10+ years’ experience leading teams in CVM
B2B experience is a plus
Telco experience is a must and additional technology experience an advantage
Experience in leading major information management programs in key business area
Experience with tools to analyze, manipulate and visualize datasets (e.g. SQL, Excel/Sheets, Python, Splunk, Tableau, PowerBI)
Master’s degree in quantitative field or commensurate experience (Statistics, Applied Math, Econometrics, Operations Research, IT or Engineering), with a strong business acumen
MBA is a plus
Practical experience of the implementation of data & Digital technology
Accustomed to fast-paced environments with simultaneous, high-priority tasks.
Location
This position is available as a full-time role in several location in Africa