Tigo Rwanda,Head of Customer Value Management & Voice Jobs in Rwanda

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 strat

egic 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