POSITION: Head of Customer Value Management & Voice

About Tigo Rwanda

Tigo Rwanda is part of a global telecommunications company- Millicom with a presence in Africa and Latin America. Launched in 2009, we are the second largest telecommunications company in Rwanda, offering GSM, 2G, 3G and 4G as well as mobile financial services under the Tigo brand; 

Join our team as a:

POSITION: HEAD OF CUSTOMER VALUE MANAGEMENT & VOICE

JOB PURPOSE:

Responsible for shaping the strategic direction of Tigo’s CVM and Voice & SMS portfolio and for developing and implementing business plans that achieve business objectives.

Also responsible for shaping the future direction of Voice and CVM offerings using thorough market insights to advice on ways to improve Tigo’s products and services and ensure that our offerings are shaped around the customer.

Reviews Voice and CVM product portfolio performance to reach revenue/margins P&L targets & decides on product lifecycle.

Responsible for retaining the existing base of customers and maximizing opportunities for value creation amongst the base across Low Value Customers to High Value Customers. Creates and evaluates opportunities to drive increased loyalty amongst the base.

As part of retention responsibilities, defines the end-to-end customer experience across products, channels and customer segments, and monitors the implementation of the defined experience.

Ultimate responsibility to ensure Tigo Rwanda becomes the operator of choice, particularly in the HVC segment, and attains a market leading position.

KEY RESPONSIBILITIES

CORE RESPONSIBILITIES

VOICE AND SMS

Grow Voice & SMS business

• Maximize product penetration, revenue and P&L of the Voice & SMS business
• Leverage market and customer base insights to develop and implement new products and services to acquire and retain target customers
• Identify market trends, opportunities and risks to define future propositions and promotions that drive customer acquisition for Voice & SMS customers

CUSTOMER VALUE MANAGEMENT

Identify Opportunities to Drive Incremental Value Creation from the Base

• Build an understanding of the drivers of value across Voice, Data, VAS and MFS products and across value bands
• Develop targeted propositions to identified segments to deliver more value and increase revenue within the segment
• Identify and maximize opportunities to upsell customers from lower ARPU bands into higher value bands
• Maximize total value per customer by identifying cross-selling opportunities of Voice customers into Data, VAS, MFS and vice versa
• Deliver revenue targets across products and within specified value segments of the existing base

Drive Retention Strategies including Churn and Loyalty Management to Protect the Base and Increase Brand Affinity

• Build and maintain an industry-leading Loyalty Program as a sustainable differentiator versus our competitors and a means to drive greater brand affinity especially within the HVC base
• Develop churn strategies centred around early churn detection and a framework of proven propositions to arrest churn within the customer base
• Identify opportunities to encourage consistent usage of products and services by offering short-term loyalty incentives across all products
• Build an understanding of the drivers of churn among the base to drive proposition development to proactively stem churn

Define the Customer Experience across Products, Channels and Customer Segments and Monitor the Implementation

• Be the custodian of the customer experience that Tigo aims to deliver across our products and touch points by engaging all relevant stakeholders in defining the base experience for our customers including new customers, HVCs, etc
• Develop and maintain a measurement framework to monitor the delivered experience against the defined experience. Feedback performance shortfalls to the business and agree on actions with relevant stakeholders to close the gap

ADDITIONAL RESPONSIBILITIES

Work with Other Teams to Deliver Projects on Time

• Define and validate creative briefs; and work with the Marketing team to develop internal and external communication strategies (including communication bulletin and launch event) for new products
• Work with internal teams to develop agency briefs and research strategies (including discussion guides, questionnaires, marketing briefs and product descriptions)
• Coordinate with Sales and Distribution on all promotional activities
• Lead the creation of the blue print of a product/offer and work with the Tech/IT teams to prepare products for roll out
• Develop offer/product roll out checklist

Leadership and Teamwork

• Be responsible for the Voice and CVM team and lead and manage the team to deliver exceptional standards of delivery

• Cascade goals, motivate and manage team performance (set objectives and KPIs, maintain frequent updates and review meetings,  assess and address performance issues)
• Stimulate a creative, customer-obsessed and value-driven team to maximize opportunities for value creation

QUALIFICATION & SKILLS:

• University degree, preferable in marketing, communication, arts or engineering. Master’s degree would be a plus
• 4-5 years’ experience in a related role
• Senior marketing and managerial experience in consumer marketing, product or brand management or strategic planning required
• Experience in delivering marketing insights and leading strategy within a large, complex organization
• Experience in developing and/or managing Voice & SMS products and services and CVM
  • Product Managers with a high level of execution focus
  • Project Managers with a high level of ownership / business understanding
• Strong understanding of the telecoms industry
• Ability to think strategically in order to align short-term moves with long-term objectives
• Excellent commercial acumen and ability to identify and solve varied business problems
• Demonstrated creativity in developing innovative propositions
• Strong quantitative ability
• Effective communicator at all levels of the organization
• Strong prioritization, organizational and people management skills
• Has the courage to share opinion on challenging matters and debate them
• Is a great leader, achieving results and inspiring people to think creatively
• Is one step ahead of the numbers, great forecasting ability enabling proactive prompts to stakeholders

How to Apply:

If you believe that you are the right candidate for the above position, Please submit your application to the link below:

http://careers.peopleclick.eu.com/careerscp/client_millicom/external/gateway.do?functionName=viewFromLink&jobPostId=7542&localeCode=en-us

Deadline for Submission: Monday 15th August2016.