Head.Customer Value Management
5d ago
source : myJobmag
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    9mobile, is a Nigerian private limited liability company. EMTS acquired a Unified Access Service License from the Nigerian Communications Commission in 2007.

    The License enables EMTS provide Fixed Telephony (wired or wireless), Digital Mobile Services, International Gateway Services and National / Regional Long Distance Services in addition to spectrum assignments in the 900 and 1800 MHz bands.

    Job Summary

    Translate business requirements of products and services to delivery blueprints. Manage product and services development, testing and validation before live launch.

    Engage demand units to ensure requirements are well articulated and that solution deliveries are in line with expectations

    Tactical :

    Manage relationships with key internal and external stakeholders.Keep abreast of global and local best practice and products / technologies as it relates to the product management function.

    Provide input in the identification and documentation of technical specifications for configuring the charging / billing components of all products and services.

    Operational :

    Responsible for translating business concepts to design blueprintsAssist in the solution development / product configuration life cycle management, ensuring compliance with specified standards, procedures and methodologies.

    Support the implementation and integration of billing system, provisioning and mediation systems and definition of appropriate roadmap's Provide input into capacity planning.

    Assist in supervising user acceptance tests in liaison with Finance, Engineering and other relevant functions. Mitigate all business risks that may arise from the configuration of all active products and services.

    Work with IT vendors and Billing Solutions Support team to provide user support for deployed charging, provisioning and mediation solutions.

    Liaise with IT vendor to provide documented policies and procedures / user guide for newly deployed charging systems, provisioning and mediation systems.

    Participate in post implementation review of changes on the billing system, provisioning and mediation systems, and ensure timely and effective resolution of issues.

    Coordinate deployment of patches and upgrades to installed charging system, provisioning and mediation systemsIdentify and escalate all billing-

    related problems to the Manager, Product Design and Implementation.Assist in implementing the function's work programs and plans in line with agreed upon procedures and guidelines.

    Assist in planning and managing the human and material resources of the unit to optimise performance, morale and enhance productivity.

    Manage inter-functional relations to ensure synergy across the various departmental functions.Prepare periodic activity and performance reports for the unit.

    Perform any other duties as assigned by the Manager, Product Integration.

    Educational Requirements

    First degree or equivalent in Engineering, Computer Science, or a relevant discipline.

    Experience, Skills & Competencies :

    Three (3) to Five(5) years' experience in a similar role.Background / Experience working with Huawei charging nodes will be a strong advantage.

    Job Summary

    Support the Manager, Decision Support in working with the business teams to ensure benefits of Capex & Opex are optimized, costs managed within agreed envelopes, and provide guidance on finance issues.

    Support the improvement of the Network Finance processes

    Principal Functions

    Assist and liaise with Technical functions on all aspects of Network Finance.Provide support for monitoring and controlling the financial performance of the technical business area via monthly reporting and budgeting / forecasting processes to provide insight into business performanceSupport the preparation of techno-

    economics and accounting analysis / reports as required by the business including : Product Profitability analysis;Cost-benefit analysisGeo analysis relevant to financial modellingCapital & operating expenditure reports to highlight actualsvs.

    budgetCash flow reports and forecast for capital & operating expenditureAnalysis to support finance key performance indicatorsOther accounting analysis as required by the business Ensure high quality of Oracle reporting data and compliance with accounting standards and guidelinesEnsure compliance with the policies and procedures detailed in the expenditure framework and implement financial governance for capital and operating expenditure managementSupport the capital and operating expenditure approval process to ensure rigorous optimum return on investment and stringent cost management practicesConduct ad-

    hoc physical verification of physical assetsSupport Fixed Asset Reconciliation and ensure Fixed Assets register is accuratePerform 'What if' analysis on cost optimization and efficiency initiatives, present report and findings to the Manager, Decision SupportWork with Procurement and stakeholders to monitor and track the performance of the suppliers / projects -

    on time delivery of the requirements in the right quality and quantity to deliver the best value to the business and customer's needsProvide decision-

    support analyses and reporting based on agreed timelines and standards to aid management with financial business decision making.

    Support the Manager Decision support in developing business cases in line with best practices to optimize spend and ensure a return on investment within the shortest possible time.

    Liaise with business teams to gather required data for post implementation review of local business initiatives and business casesFollow up on actions from the technical business area's monthly financial reviewsBuild strong and influential relationships with the technical business area to promote seamless working relationships with the rest of the Finance community.

    Responsible for Contract management and optimization of contract agreements in compliance with company policy.Perform any other duties as assigned by the Decision Support Manager

    Educational Requirements

    First Degree or its equivalent in Accounting, Finance or Economics.Membership of Professional association (CIMA, CFA, ACCA, ICAN, etc)Three to Five years post NYSC relevant work experience in reporting, consolidation and financial management.

  • Experience in Telecoms industry or management / operational consulting isan advantage.Experience of working with capital projectsProficiency in Microsoft Office;
  • Excel, Word, PowerPoint, Access

    Experience,Skills & Competencies :

    Strong excel skills and access database skillsFinancial Systems Knowledge (emphasis on Oracle ERP)Good knowledge of Microsoft Office (emphasis on Excel,Power point and Word).

  • Accounting / IFRS knowledgeGood Knowledge of GSM industry.Good Understanding of financial modelingProject managementHigh level of accuracy and attention to detailsGood verbal and written communicationStrong initiative and ability to manage multiple projects as well as follow through skillsAbility to work with others in a fast paced, dynamic environmentStakeholder managementCommunicationRisk and cost control consciousQuality deliverablePassion for ExcellenceIntegrityEmpowering peopleGrowing peopleTeam work (adsbygoogle ).push( );
  • Job Summary

    As part of the customer value management team, the role holder will be responsible for developing and conducting advanced modelling & analytics of customer data available across the enterprise by providing strategic actionable insights that are turned into Campaign actions and results.

    Principal Functions

    Leveraging internal data as well as external market data to develop quantitative and predictive models while conducting analyses in support of the customer value management team.

    Provide a stream of practical actionable insights to the rest of the business covering analysis of customer behavioural patterns and potential campaign and recommend hidden opportunities through data insights.

    Perform advanced micro analysis of customer value bands within the database with practical insights and recommendations on how to grow value and extend customer lifetime value by turning customer insights into tangible campaigns and actions that will drive revenue.

    Leveraging on advanced statistical analyses with a detailed understanding of data mining techniques , segmentations and providing strategic recommendations and insights into key areas such as : retention's, churn, LTV, CVM, Portfolio Management and Product Management.

    Design advanced analytics to address customer behaviour associated with customer identification attraction, retention and customer developments.

    Use data mining tools in interpreting and analyzing large data sets through cluster analysis, CHAID / CART, latent class, or other segmentation methods.

    Design models and advanced analytics to address customer behavior associated with customer identification, attraction, retention and customer development.

    Educational Requirements

    A First degree in relevant Numerate discipline.

    Experience,Skills & Competencies :

    Six (6) to Eight (8) years relevant work experience with at least three (3) years in a supervisory role.Industry Certification(s) and or Postgraduate / Professional qualification(s) in a related field (an added advantage)Expertise in data mining, transformation, and analysisExpertise in building customized models in SAS, SQL, or other data-

    mining / ETL toolsAbility to use business judgment to guide analysis, draws implications from analysis, and synthesize into clear communications.

    Excellent understanding of data manipulation and interrogation techniques, data mining and statistical techniques such as linear and logistical regression, CHAID and clustering.

    Job Summary

    Ensure that IT solutions and related services are effectively applied, by taking full ownership of IT demand matters from the business filter, prioritize and plan fulfillment whilst providing visibility to the Management team.

    Strategic / Tactical :

    Understand and document the desired outcome of a service, and decide if the customer's need can be fulfilled using an existing service offering or if a new or changed service must be created.

    Understand and document the desired outcome of a service, and to decide if the customer's need can be fulfilled using an existing service offering or if a new or changed service must be created.

    Manage workload and assignments of a team of demand Specialists.Initiate and execute intra departmental communication and improvement activities to ensure maximum alignment of the IT with business priorities and facilitate demand capturing.

    Build an overall demand pipeline on an annual basis as well as in an ongoing basis(mapped against annual plan).Capture newdem and and ensure structured and high quality of demand's scope and specification in order to have a consistent basis for estimation and scheduling of the implementation.

    Liaise with the business units to shape and implement the demand management processes as well as the regular liaison / relationship management interactions.

    Develop KPIs for Demand Management as well as dashboards and regular reports to create transparency and tracking of change requests and projects.

    Ensures timely and accurate reporting of all IT demand related issues to senior management and key stakeholders.Develop,define and implement the overall IT demand management structure & processes especially with upcoming business initiatives, and the current demand in terms of Change execution performance and capacity requirement challenges.

    Understand pattern of business activities and the underlying drivers & recommend appropriate actions in order to keep IT budget & costs within approved limits while meeting Business requirements on time, minimizing delivery risks and quality.

    Support continuous service improvement by -championing the prioritization and resolution of all customer demand requirement.

    Ensure SLAs are agreed with internal customers and ensure alignment with the SLAs agreed with delivery partnersManage the risks related to delivery capacity and capability of current and forecasted demandAssist in developing solid forecasts that guarantees the continuance of business activities.

    Operational :

    Customer liaison / advocacy - Understand the customers' expectations based on their strategic objectives while delineating expectations that are driven out of individual behaviour and institutionalizing customer-

    centric improvement mechanism for business benefits.Manage the demand pipeline and liaise the business functions to capture, structure,prioritize, align and plan fulfillment of accepted business demand whilst matching this demand with the IT delivery capacity.

    Attend relevant Business and decision-making forums which deal with future IT demand and new requirementsPlan, carry out and evaluate regular customer satisfaction surveys.

    Record customer complaints and compliments, to assess the complaints and to instigate corrective action if required.Continuously monitor the processing status of outstanding customer complaints and take corrective action if required.

    Organize periodic Internal Customer Forum (ICF)with Business Units / Areas to review performance, understand expectations and negotiate priorities.

    Educational Requirements :

    First degree from a recognised UniversityRelevant IT Certifications (ISEB BA, CBAP, ITIL, PMI etc) is an added advantage

    Experience, Skills & Competencies :

    Six (6) to Eight(8) years' work experience with at least three (3) years at supervisory position.Effective business relationship management skillsUnderstanding of IT Governance and Demand and Supply management Knowledge of ITIL Service Strategy, Design and OperationEffective communication and change management skills.

    Job Summary

    Responsible for the development and implementation ofthe Commercial Customer Value Management Strategy. He / She will leverage on theOutbound Campaign Management Solution (OCMS), Inbound Campaign ManagementSolution (ICMS), analytical tools and data warehouse for the development ofrobust and tactical engagement for subscribers across all touch points with theaim of increasing base revenue, usage, and reduce churn while elongating thesubscriber's lifetime value on the network.

    He / she will lead the team of customer analytics andcampaign management who will focus on managing multi-channel direct marketingand targeted programs and using available data across the enterprise to ensurethat the right offers are developed and targeted at the right customer acrossconsumer touch points.

    He / She will also be responsible for deriving customerinsights through the application of advanced analytic approach that leads tothe direction of appropriate campaign development and execution which will alsobroaden and deepen ability to impacts entire marketing strategies and driverevenue.

    ValueManagement :

  • Works collaboratively across the enterprise withmultiple business units to define strategies, develop implementation plans anddeliver customer specific offers across various channels with a focus oncustomer retention and loyalty;
  • Proactively identifies segment business opportunitiesthrough analytical interpretation of data / information and develop robustcampaigns strategy with the aim of leveraging on the identified opportunities;
  • Leveraging on the analytical marketing tools to createeffective churn reduction campaigns, identification of quick wins and programsthat are responsible for enhancement of customer usage and lifetime valueResponsible for the achieving the targeted businesscustomer and product churn number by making continuous improvement toretention, pipeline and win-

    back. Implementing sustainable solutions to reducethe offer cost and increase usage throughout retention and Win-back whiletactically responding to overall net additions.

    Responsible for the development and execution of acontinuous improvement programmes to make reactive retention (includingturnaround, pipeline and Win-

    back) better performing, more effective measuredby churn, efficiency and subsequent decay.Responsible for the development of best practices onbuilding, testing, and deploying marketing rules ranging from triggeredcampaigns to real-

  • time marketing campaignsResponsible for managing multi-channel directmarketing programs and using data to ensure that the right offers are developedfor the right customer at the right across all consumer touch points;
  • Integrates and analyzes data from multiple source -competitive, primary research, secondary research for effective measurement ofcampaigns and targeted programs.

    Responsible for building and development of churnpredictive models and lead the analytics and campaign management team toeffectively operationalize these modelsLead team to develop a vision and long-

    term strategyfor reactive / proactive retention and customer loyaltyDevelop new and innovative ways to deliverimprovements to all aspects of reactive retention performance that areachievable, measurable and scalableWork closely with appropriate internal stakeholdersand teams to drive awareness of TMI (Test, Measure, Improve) programme and ensureall activity is delivered to time, budget and meets relevant process,operational and regulatory requirementsMonitors and controls budgetary needs of unitLeverages appropriate channels -

    Consumer Sales andService, Enterprise Segment and company website - to drive execution of churnand retention strategiesLeads team in developing effective customer retentionstrategies, identifying customer profitability and employing churn modellingtechniques to define propensity to churn

    CustomerAnalytics & Insights :

    Responsible for cross-functional customeranalytics with a focus on mining and exploiting the rich transactional data atthe individual level to solve business problems, exploit value drivingopportunities and improve the overall customer knowledge.

    Responsible for driving fact based customeranalytics insights and their behavior across the business and ensuring thateach project delivers measured value and is widely shared with appropriateareas that could benefit from the knowledge created.

  • Responsibility for leading a team that identifiesand delivers all analysis for leavers, joiners, customers at risk and in theearly stages of their relationship with Etisalat Nigeria to give an informeddirection to the campaign development;
  • Responsible for the key events in customerlifecycle management reflecting high investment points from the business andbeing core to the achievement of key business targets such as net additions,churn and ARPU.

    Delivers segment insights that inform strategic and tacticaldecisions and lead to improved consumer knowledge and business results.

    Educational Requirements

    A first Degree in a relevant discipline such as Maths, Statistics or Operational Research or demonstrable experience of delivering wide range of statistically based analytics.

    Industry certification(s) and / orpost-graduate / professional qualification(s) in a related field (an added advantage)

    Experience,Skills & Competencies :

    Nine (9) to twelve (12) years relevant workexperience, with at least three (3) years in a managerial roleExpert knowledge of competitive environment,consumer trends and trade practices in the industryAdvanced applied statistical experience,including multivariate regression, CHAID, factor analysis, cluster analysis,and statistical significance testing, in a CRM environment preferredA strategic and creative thinker capable ofdeveloping a programme of analytical solutions to address a key businesschallenge or opportunityGood knowledge of business customer's behaviourand insight into what might drive increased acquisition or retention for thecore mobile segmentsPrevious experience identifying and drivingdeployment of analytical collateral across a range of delivery channels and ofmeasuring their effectivenessExpertly familiar with the range of internal andexternal B2B data sources that could be used to enhance our acquisition andretention based analyticsHighly proficient in SQL and use of data miningsoftware such as SAS Enterprise Miner.

    Strong communicator who can operate at all levelstaking complex analysis, interpret and communicate it appropriately todifferent audiencesAn influential presenter able to gain buy in andsupport for recommended actionsStrong planning, resource and project managementskills for self & team.

    Method of Application

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