1.

· Additional responsibility to create and evaluate opportunities to drive increased loyalty amongst the base (newly acquired and existing subscribers) as well as develop and maintain a framework for the detection and prevention of churn amongst the base.

· Also responsible for the successful planning, execution and management of Lonestar Cell MTN’s High Value Customer (HVC) acquisition and retention project.

· Ultimate responsibility to work with the Sr. Manager: CVM, BI and Customer Experience to ensure Lonestar Cell MTN becomes the operator of choice, particularly in the HVC segment, and attains a market leading position.

Customer Lifecycle Management and Value Creation:

· Assist the Sr. Manager: CVM, BI and Customer Experience to develop strategic CVM frameworks/programs to govern customer lifecycle (acquisition, base retention and churn/inactivity) management; product/portfolio management (including upsell and cross-sell) and tariff/value migration management. Responsible for the implementation and maintenance of these frameworks as tools to drive increased customer retention, usage and revenues

· Work with BI Manager and Sr. Manager: CVM, BI and Customer Experience to build a profile of the various segments of customers within the base and the drivers of value across segments, as the basis for targeted proposition development.

· Develop targeted propositions to all segments to deliver more value, maximise customer lifetime value and increase revenue/ARPU within the segment

· Assist in managing the welcome process for new customers who join the network including early detection of High Value Customers, Mass market and Youth for active engagement

· Ensure that new customer quality is measured and upgraded within first 90 days

· Identify and maximize opportunities to upsell and cross-sell voice, data, SMS and VAS products within the base (new and existing)

· Deliver revenue targets across products and within all segments of the existing base

High Value Customers Strategies

· Identify High Value Customers within the base and drive the implementation of a prioritized VIP experience across all touch points for these customers

· Responsible for the attainment of monthly HVC penetration targets through usage driving propositions

· Develop value propositions to deliver more value and drive continued and increased usage across voice, data and MFS

· Develop a framework to identify cross-selling opportunities and develop products to maximise total value per customer

· Work closely with the Products and Services team to develop VAS and non-voice propositions as a tool for retaining HVC subscribers

· Own the development and implementation of loyalty programs e.g. Partner hip programs, surprise & delight programs to encourage increased top up, spend and usage behaviour. Ensure that loyalty program participation targets for the HVC segment are met

· Research and document competitor loyalty program activities, in addition to noting all potential regulatory issues and changes.

ADDITIONAL RESPONSIBILITIES

Work with Other Teams to Deliver Projects on Time

· Define and validate creative briefs; and work with the Brand and Marketing Communications 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 product specifications of a product/offer and work with the Tech/IT teams to prepare products for roll out.

Leadership and Teamwork

· Collaborate and drive engagement across functions through effective stakeholder management

· Lead the implementation of key projects within the CVM function

· Collaborate with team members to contribute to a creative, diverse and customer-obsessed work environment

· Has the courage to share opinion on challenging matters and debate them

· A great leader, achieving results and inspiring people to think creatively

· University degree, preferable in marketing, communication, arts or engineering. Master’s degree would be a plus

· 3-4 years’ experience in a related role

· Experience in consumer marketing, product or brand management or strategic planning required

· Strong understanding of the telecoms industry

· Experience in CVM and developing and/or managing Voice, Data, VAS & SMS products and services would be a plus

· Deep, creative thinker able to view a problem from different angles and develop innovative solutions

· Ability to handle detail and think strategically while retaining sense of the big picture

· Proactive, with strong personal drive

· Strong quantitative ability

· Strong prioritization and organizational skills

· Proven ability to influence and build relationships across different functions

· Excellente communication and presentation skills to ensure credibility at all levels of the organization

One step ahead of the numbers, great forecasting ability enabling proactive prompts to stakeholders

Must be a Role Model of ethical practices by living the MTN Values of: Leadership; Innovation; Relationship; Integrity; Can Do & adopt the MTN Vital Behaviours of: Complete Candour; Complete Accountability; Active Collaboration; Get-It-Done; for others to follow

Skills /Other Competencies :

§ Proven commercial ability and Results driven

§ Learning and self-development

§ Business analysis with excellent communication and presentation skills

§ Appetite for innovation and continuous improvement

§ Proven ability to think outside of the norm and present new ways of getting things done (innovation) and Proven track record of being a team player

§ Project management skills; Negotiation and influencing skills

Behavioural Qualities:

§ Analytical Thinker and Problem Solver

§ Operational Value Creator

§ Culture and Change Champion

§ Supportive People Manager and Relationship Manager

§ Results Achiever and Operationally Astute

§ Passion for e/m-commerce and mobile business

· This role will have to analyze and continuously evaluate the Data services and Devices portfolio performance to assure that company objectives are being accomplished.

· Additional responsibility to analyze and continuously evaluate market trends and develop innovative concepts to lead the Youth segment market

· Develop and implement business plans that will drive Data penetration within the base and the market and achieve revenue targets

· Support Products and Services Manager to develop and manage the Data product portfolio, annual business plan and budget for the Data business

· Have deep knowledge about customers in the Liberian market to develop the kind of Data products that will meet their needs

· Ensure timely development, launch, sales and delivery of products through strong coordination between external vendors and internal stakeholders

· Define, in coordination with Sales and Distribution, effective strategies to maximize customer awareness and engagement with Data products and devices

· Manage product withdrawal, ensuring that alternative solutions are available to customers, that a migration path to alternative services is properly planned and that the changes are effectively communicated

· Develop competitive products to aid in the sale of different types of smartphones and devices, for the right segments, to aid in digital lifestyle adoption

· Monitor device sales in all stores and ensure that all Data packs for devices are working as they should in order to meet smartphone Data penetration targets

· Ensure device vendors’ roles and responsibilities are adhered to

· Lead the development and implementation of a strong strategy for Data product sales channel development

· Work with Finance to develop competitive prices which generates agreed margins for all new and existing products and services

· Use relevant metrics and measures to routinely monitor progress against targets and teke appropriate managerial action to ensure targets are met or exceeded

Youth Segment Development

· Based on a deep understanding of the Youth segment, plan, define and deploy a Data-led commercial strategy and set of activities to grow the segment’s contribution to the business

· Work cross-functionally and propose products/offers for the segment which will aggregate all areas of the business

· Own and manage the successful introduction of new Youth products

· Manage and report all Commercial KPIs of the segment

· Establish insights, customer understanding and competitive environment overview for the segment. Constantly put insights at the heart of all proposition development; be the voice of the customer

· Identify the levers to change customers’ perception and be a clear #1 in Youth hearts and minds

ADDITIONAL RESPONSIBILITIES

Work with Other Teams to Deliver Projects on Time

· Define and validate creative briefs; and work with the Brand and Marketing Communications 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 product specifications of a product/offer and work with the Tech/IT teams to prepare products for roll out.

Leadership and Teamwork

· Collaborate and drive engagement across functions through effective stakeholder management

· Lead the implementation of key projects within the CVM function

· Collaborate with team members to contribute to a creative, diverse and customer-obsessed work environment

· Has the courage to share opinion on challenging matters and debate them

· A great leader, achieving results and inspiring people to think creatively

• University degree, preferably in engineering, marketing and/or business administration. Master’s degree would be a plus
• In-depth and thorough knowledge of products, strategic/analytic, and marketing concepts
• Good negotiation skills
• Strategic thinker
• Experience in project management
• Superior interpersonal communication
• Creative thinker with an open mind to learn and explore new areas and opportunities
• Familiarity with technical systems

MINIMUM EXPERIENCE & ESSENTIAL KNOWLEDGE

• Manage good relationships.
• Demonstrate good project management skills.
• Actively identify new ideas and opportunities.

· Lead the development of the Trade Marketing strategy to achieve defined business objectives across all products. Responsible for Trade Marketing process & solutions with external & internal customers to grow product visibility and performance.

· Translate business objectives for EBU and MFS into marketing objectives and strategic campaigns

· Develop a deep understanding of EBU, MFS and all areas of the business

· Develop the marketing strategies, tactics and implement the annual marketing plan for EBU and MFS

· Collaborate with the EBU and MFS teams and business owners to identify gaps and opportunities within the market and develop initiatives and action plans to proactively seize these opportunities

· Champion the use of customer insights/feedback and ensure that validated customer needs are at the center of all initiatives

· Develop and use appropriate strategic and analytical tools to monitor, anticipate and provide input into promotions and customer offers

· Communicate EBU and MFS marketing requirements and needs to external agencies in a timely manner and ensure that all output is shared with the business for alignment and approval ahead of campaign execution

Trade Marketing

· Own the trade marketing and sales enablement strategy driving the best visibility for Lonestar Cell MTN in Liberia

· Collaborate with the Sales and Distribution team in developing an executable trade marketing and sales enablement plan with clear metrics

· Ensure alignment across the Sales and Marketing organizations on field sales needs and marketing initiatives, including coordination with budget management

· Define, monitor and improve processes to link all Marketing activities with the activities of the Sales team at Point-of-Sale

· Manage the deployment of point of sale materials across all customer touchpoints

· Develop, maintain and execute a plan for experiential activities focusing on consumer education and engagements including roadshows and other activations

· Review and revamp a catalogue of POS items and collaterals focusing on innovation and cost-effectiveness

· Identify the most effective BTL channels and methods to communicate the Lonestar Cell MTN Brand to target segments in the marketplace

· Identify and implement opportunities to measure the impact of trade marketing activities

· Participate in dealer and vendor forums with the Sales and Distribution team

· Liaise with sales management to identify and attend to specific channel needs, and resolve problems

§ University degree, preferably in engineering, marketing and/or business administration. Master’s degree would be a plus.

Experience

§ At least 2 years work experience within a service industry and/or cellular/telecommunications and/or operational or marketing experience in fast moving consumer goods. Experience in account management an advantage.

§ Emerging Market Retail and Trade, Activation and Presence experience a distinct advantage

§ In-depth and thorough knowledge of products, strategic/analytic, and marketing concepts

§ Good negotiation skills

§ Strategic thinker

§ Brand management

§ Experience in project management

§ Superior interpersonal communication

§ Creative thinker with an open mind to learn and explore new areas and opportunities

Important competencies required for the position:

Must be a Role Model of ethical practices by living the MTN Values of: Leadership; Innovation; Relationship; Integrity; Can Do & adopt the MTN Vital Behaviours of: Complete Candour; Complete Accountability; Active Collaboration; Get-It-Done; for others to follow

Skills /Other Competencies :

§ Proven commercial ability and Results driven

§ Learning and self-development

§ Business analysis with excellent communication and presentation skills

§ Appetite for innovation and continuous improvement

§ Proven ability to think outside of the norm and present new ways of getting things done (innovation) and Proven track record of being a team player

§ Project management skills; Negotiation and influencing skills

Behavioural Qualities:

§ Analytical Thinker and Problem Solver

§ Operational Value Creator

§ Culture and Change Champion

§ Supportive People Manager and Relationship Manager

§ Results Achiever and Operationally Astute

§ Passion for e/m-commerce and mobile business

· Provide agencies with brief to serve as reference guide for researches and supervise the development of data collection instruments

· Analyse results from agency(ies) and provide key insights to drive actions in all business areas

· Consult with product managers to define and agree on market and consumer research plans for the year to support product and strategy development

· Provide management with business-impacting market trends & opportunities (competitive intelligence)

· Acquire and share consumer insight information with the Marketing team and the rest of the business through regular briefs on market trends and competitive landscape

· Provide inputs such as market segment, size of market, potential demand, price points, etc. needed to build product and services for different customer segments

· Measure brand performance against KPIs and competition

· Ensure that monthly research spend is fully captured and prepare purchasing orders for research projects and job acceptances for submitted research projects

· University degree, preferably in engineering, marketing and/or business administration. Master’s degree would be a plus

Experience

· Minimum 3 years’ experience in similar role or 5 years’ experience working in similar or related industry

· In-depth and thorough knowledge of consumer psychology & behavior

· Knowledge of research (Quantitative & Qualitative) methods

· Math & statistics (trend & root cause analysis)

· Finance and pricing

· Procurement

· Good negotiation skills

§ In-depth and thorough knowledge of products, strategic/analytic, and marketing concepts

§ Good negotiation skills

§ Strategic thinker

§ Brand management

§ Experience in project management

§ Superior interpersonal communication

§ Creative thinker with an open mind to learn and explore new areas and opportunities

Important competencies required for the position:

Must be a Role Model of ethical practices by living the MTN Values of: Leadership; Innovation; Relationship; Integrity; Can Do & adopt the MTN Vital Behaviours of: Complete Candour; Complete Accountability; Active Collaboration; Get-It-Done; for others to follow

Skills /Other Competencies :

§ Proven commercial ability and Results driven

§ Learning and self-development

§ Business analysis with excellent communication and presentation skills

§ Appetite for innovation and continuous improvement

§ Proven ability to think outside of the norm and present new ways of getting things done (innovation) and Proven track record of being a team player

§ Project management skills; Negotiation and influencing skills

Behavioural Qualities:

§ Analytical Thinker and Problem Solver

§ Operational Value Creator

§ Culture and Change Champion

§ Supportive People Manager and Relationship Manager

§ Results Achiever and Operationally Astute

§ Passion for e/m-commerce and mobile business

The Voice and site commercialisation specialist will be responsible for:

· Day to day analysis, tracking and reporting of the Voice and SMS business performance

· Execution of commercial initiatives introduced to drive the growth of Voice and SMS business

· Managing the performances of all sites in order to reduce number of underperforming sites and ensure site profitability across 2G, 3G and 4G voice and data services

· Ensure timely execution and communication of all commercial initiatives introduced to drive the growth of revenues, including products launches, modifications and campaign executions

· Determine customers’ Voice and SMS needs and maximize product penetration

· Develop new product proposals for Voice and SMS, supported by market data and competitive analysis, and develop business cases demonstrating a return on investment

· Develop and manage new tariff plans in the market aimed at different segments

· Maintain full documentation of all products and changes done on the voice business (products catalogue, business cases, change request tracking, product development and launch checklist, test plans, competitor activities, etc.)

· Manage the P&L for the Voice and SMS product portfolio, using financial performance data and customer insights to make individual product investment and withdrawal decisions

· Manage product withdrawal, ensuring that alternative solutions are available to customers, that a migration path to alternative services is properly planned and that the changes are effectively communicated

· Liaise with Sales and Distribution, Technical, Finance, Customer Care and other departments to ensure commercial initiatives are executed on time across all stakeholders and ensure customers complaints are solved in time

· Proactively monitor key customer interacting platforms to ensure services are of good quality; and raise any issues to technical teams in due time

Site Commercialization

· Follow and monitor site performance (Revenue Generating Subscribers, Revenue per product, Voice and Data usage, Points of sale and Points of activation per population, etc.)

· Identify the causes of site underperformance and contribute to the implementation of actions necessary to ensure profitability of underperforming sites

· Coordinate actions to improve site performance between the Network, Sales and Distribution and Marketing teams

· Conduct regular site visits to understand drivers of underperformance in areas with persistent issues

· Follow the life cycle of the sites by carefully analyzing the return on investment

· Assist in the budget and forecasting exercises and reporting business performance versus budget

· 2-3 years’ experience in a related position

· In-depth and thorough knowledge of products, strategic/analytic and marketing concepts

· Creative thinker with an open mind to learn and explore new areas and opportunities

· Good analytical skills, intellectual curiosity

· Experience in project management a plus

· Self-driven individual, able to work well and deliver great results in a team under pressure and coordinate inputs from various stakeholders

· High level understanding of interactions among various Functioning Mobile telecoms platforms

· Great communication and interpersonal skills

· Strategic thinker

§ In-depth and thorough knowledge of products, strategic/analytic and marketing concepts

§ Creative thinker with an open mind to learn and explore new areas and opportunities

§ Good analytical skills, intellectual curiosity

§ Experience in project management a plus

§ Self-driven individual, able to work well and deliver great results in a team under pressure and coordinate inputs from various stakeholders

§ High level understanding of interactions among various Functioning Mobile telecoms platforms

§ Great communication and interpersonal skills

§ Strategic thinker

Important competencies required for the position:

Must be a Role Model of ethical practices by living the MTN Values of: Leadership; Innovation; Relationship; Integrity; Can Do & adopt the MTN Vital Behaviours of: Complete Candour; Complete Accountability; Active Collaboration; Get-It-Done; for others to follow

Skills /Other Competencies :

§ Proven commercial ability and Results driven

§ Learning and self-development

§ Business analysis with excellent communication and presentation skills

§ Appetite for innovation and continuous improvement

§ Proven ability to think outside of the norm and present new ways of getting things done (innovation) and Proven track record of being a team player

§ Project management skills; Negotiation and influencing skills

Behavioural Qualities:

§ Analytical Thinker and Problem Solver

§ Operational Value Creator

§ Culture and Change Champion

§ Supportive People Manager and Relationship Manager

§ Results Achiever and Operationally Astute

§ Passion for e/m-commerce and mobile business

· To drive the growth of Value Added Services (VAS) revenue and overall gross margins with competitive solutions, products and services that are of high quality and appealing to the market and be as transparent as possible in doing this. The role serves as the interface between the Marketing department and the third-party suppliers of solutions and entertainment products/services and ensures strict adherence to all the rules under our Treating Customers Fairly policy.

· Responsible for driving Lonestar Cell MTN’s Digital Products and innovation agenda towards gaining and maintaining market leadership with innovative products that combine data, relevant content and emerging technologies.

v Value Added Services portfolio management:

• Manage overall VAS portfolio with respect to product development and execution, product performance and subscriber management

• Increase penetration of solutions products including zero-balance products (example: call me back, SOS credit and collect call)

• Increase penetration of entertainment products including CRBT and music content products

• Maintain updated & relevant music, content, apps & games as part of the entertainment products portfolio

• Manage the 3^rd party relations with content providers and ensure that offers are designed according to set criteria

• Define transparent business rules in line with the Treating Customers Fairly policy & fixing-the-basic processes related to VAS products

• Define clear business rules & system notifications for all VAS products to be validated & implemented by the Technical team

• Define test check-lists for VAS products to be executed by the Technical team

• Manage the 3^rd party relations with content providers and ensure that offers are designed according to set criteria

• Analyze revenues, traffic and users to understand & anticipate potential deviations & opportunities

v Help solve customer impacting issues related to VAS products Digital product portfolio development:

• Be ready and excited to challenge the conventions of the traditional telecom industry in order to influence consumer behaviour through new innovations/platforms

• Define and manage the strategy for Innovation & Partnerships, Digital Services, and Industry Partnerships

• Have deep knowledge about customers in the Liberian Market to develop the kind of digital products that will meet their needs

• Develop R&D processes and programs to aid in the development of trendy products in the market

• Develop an innovative digital portfolio and products strategy with customer-focused value propositions and industry understanding

• Ensure timely development, launch, sales and delivery of products through strong coordination between external vendors and internal stakeholders

• Define, in coordination with Sales & Distribution, go-to-market strategies to maximize customer awareness and engagement with VAS/Digital products

v Manage KPIs of VAS and Digital Products

• Achieve specified annual overall revenue growth, product penetration and gross margins targets for VAS/Digital

• Contribute to ARPU increase and customer retention by pushing relevant VAS/Digital products to different segments of the customer base

· University degree, preferably in engineering, marketing and/or business administration. MBA preferred

Experience

3 years’ experience in a related position or 5 years experience in similar or related industry

· Knowledge of products, strategic/analytic, and marketing concepts

· Strong negotiation skills

· Strategic thinker

· Experience in project management

· Superior interpersonal communication skills

· Creative thinker with an open mind to learn and explore new areas and opportunities

· Familiarity with technical systems

Important competencies required for the position:

Must be a Role Model of ethical practices by living the MTN Values of: Leadership; Innovation; Relationship; Integrity; Can Do & adopt the MTN Vital Behaviours of: Complete Candour; Complete Accountability; Active Collaboration; Get-It-Done; for others to follow

Skills /Other Competencies :

§ Proven commercial ability and Results driven

§ Learning and self-development

§ Business analysis with excellent communication and presentation skills

§ Appetite for innovation and continuous improvement

§ Proven ability to think outside of the norm and present new ways of getting things done (innovation) and Proven track record of being a team player

Behavioural Qualities:

§ Analytical Thinker and Problem Solver

§ Operational Value Creator

§ Culture and Change Champion

§ Supportive People Manager and Relationship Manager

§ Results Achiever and Operationally Astute

§ Passion for e/m-commerce and mobile business