Job Title: M-Commerce CVM Manager
ROLE PURPOSE
Create
M-Pesa customer base management strategy for M-Pesa Ltd and delivery
thereof through various customer value management activities and
initiatives. Analyse customer behaviour and create, execute and monitor
direct marketing campaigns that will maximise the customer’s lifetime
value through increasing their engagement and growing their
revenues/margins.
The primary responsibilities of the role are therefore to manage
(a) Campaign configuration, execution and monitoring
(b)
Ensuring CVM campaigns drive the base management KPIs(Incremental
revenue, Engagement(Cross sell/Up sell), Inactivity management
(c) Create Campaign Business Case and ensure ROI on the campaigns.
Recommended:
KEY ACCOUNTABILITIES:
Strategy:Analyze
customer data for insights to Implement and execute a customer value
management strategy to maximise customer lifetime value and the
contribution of the customer base to overall services revenue. Lead the
business transformation to embed CVM and data driven decision-making
principles and culture across the organization.
Commercial delivery:
Support the implementation of all CVM campaigns e.g. upsell M-Pesa
customers to transact more, cross-sell M-Pesa into the voice(GSM) base,
inactivity and churn management campaigns, real-time contextual trigger
campaigns
Read Also:
CVM operations activities:
Responsible for Customer insight analysis
Responsible for end to campaign management in terms of operations & execution
Creation & execution of campaigns within the agreed timelines
Collaborate
with product owners and other stakeholders for gathering requirements
and translating them into campaigns after doing a feasibility check and
preparation of business requirement specification(BRS)
Campaign
configuration, User Acceptance Testing(UAT), business rules validation,
prioritization, launch & post launch monitoring
Collaborate
closely with internal and external(vendors) support teams to ensure
campaigns are running as expected as well as facilitating fixing any
technical issues affecting ongoing campaigns within agreed SLAs
Reporting: Support the availability of data for reporting of CVM campaigns and initiatives performance
Create/maintain all campaign related documentation (Briefs, Change logs, Business Cases, UAT documents, BRS
Maintain processes, templates, and other documents that support best practices
Do
regular review of campaign platform, capabilities, integrations and
channels with technical/business teams to give recommendation on future
enhancements and improvements to support business needs
Read Also:
APPLY JOBS ONLINE
Capabilities:
Implement
and manage a holistic blueprint for campaign management &
fulfilment by scoping out the data-mart layer all the way to the
fulfilment layer.Capabilities:
Integrate output through campaign management, charging and fulfilment platforms, by translating CVM objectives to IT / Technical teams
