Description

Role purpose: 
•    Overall accountability of M-Pesa Customers Retention Strategy, churn management
•    Accelerate customer’s ARPU growth by enriching the product and service adoption
•    Drive actionable commercial insights and direct on how to be acted upon
•    Develop and execute a roadmap to maintaining a healthy M-Pesa base in line with the company roadmap
Key accountabilities
•    Develop and Drive strategy to grow and retain M-Pesa customer base.
•    Responsible for churn management and improving customer reconnection
•    Develop and drive the management of new customers, nursery program and improve survival of new customers
•    Develop then BTL and ATL campaigns for various service and products
•    Perform competitor analysis and tactical initiatives to address the challenges
•    Perform time to time consumer understanding to understand pain points of our customers
•    Develop and Drive a strategy to achieve maximum penetration and adoption of M-Pesa Products & Services.
•    Drive cross-selling and upselling initiatives to grow the customer segments and increase usage for LVCs and infrequent user base.
•    Develop and accelerate the M-Pesa High Value Consumer Products innovation roadmap implementation and revenue targets.
•    Perform frequent consumer Understanding activities and physical visits to learn the behaviour and/or pain points of different customer segments and provide key insights for channel development.
•    Consistent monitoring of the churn, subscribers base, usage and propositions to ensure a healthy customer base.
•    Having clear and practical plan to graduate customers from lower to higher ARPU bands
Core competencies, knowledge and experience
•    Excellent analytical and logical reasoning skills translated from consumer insights
•    Experience in advanced SQL and Database management.
•    Outstanding systems integration skills to understand customer data(data-mart).
•    Excellent communication skills
•    Strong stakeholder management skills
•    Ability to anticipate customer, competitor and market dynamics
•    Able to challenge the status quo
Must have technical/professional qualifications: 
•    Bachelor degree in Computer Science, Information Technology, Business Administration, Economics, Marketing or its equivalent.
•    Strong analytical skills and business acumen.
•    Build and maintain relationship with key stakeholders in the value chain.
•    Telecommunications experience would be advantageous.
•    Project management knowledge and experience would be advantageous.
Key performance indicators:
•    Overall M-Pesa Base Growth as per the company target
•    Grow M-Pesa Market and Value Share.
•    Accurate and timely delivery of the execution plans specified on the calendar
•    Quality of support and stakeholder alignment

Skills