COMPANY OVERVIEW

We at MTN are a purpose and value-led organization. At MTN, we believe that understanding our people’s needs and aspirations is key in creating experiences that delight you as you work every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA. As an organization, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their potential.

A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us.

MISSION/CORE PURPOSE OF THE JOB

This role requires a detail-oriented individual with strong analytical capabilities who can support the CVM Manager in executing customer value management initiatives while maintaining high standards of execution rigour and quality and applies advanced analytical skills and tools to ensure they have a balanced view of performance and outcomes as set forth in the CVM Strategy and in line with the MTN CVM Playbook.

RESPONSIBILITIES (Not limited to:)

The key responsibilities for this role include but not limited to the following:

• Drives CVM initiatives aligned with Group guidelines;
• Measures the impact and benefits of CVM functions to the organisation;
• Implements policies, procedures, and guidelines set by the group CVM team;
• Manages the consolidated OpCo CVM strategy, budgets, and forecasts;
• Supports the implementation of OpCo functional strategy for CVM initiatives;
• Assists in gathering data and insights for strategy review and adaptation;
• Helps monitor strategy effectiveness through data analysis and reporting;
• Executes campaign planning and scheduling activities;
• Performs campaign programming and implementation tasks;
• Generates and analyses campaign reports;
• Conducts offer testing and participates in UAT processes;
• Creates and maintains direct communication scripts;
• Supports localization and adaptation of messaging;
• Monitors and reports on customer lifecycle metrics;
• Tracks and analyses customer base management metrics (inactivity, revenue);
• Conducts detailed analysis of customer data and behavioural patterns;
• Generates regular and ad-hoc reports on CVM initiatives;
• Develops and maintains dashboards for key performance metrics;
• Supports segmentation analysis and targeting initiatives;
• Assists in creating and maintaining customer value propositions;
• Performs data quality checks and validation;
• Maintains accurate documentation of processes, procedures, and analyses;
• Supports the preparation of business cases with data and analysis;
• Assists in tracking OPEX & CAPEX budgets;
• Helps prepare presentations and reports for stakeholders;
• Documents technical specifications and requirements;
• Works with CVM platforms to implement use cases;
• Supports the integration and utilization of industry tools (CMS, CRM, CX, IVR, SMS);
• Assists in managing outbound communication campaigns;
• Applies data visualization techniques to present insights;
• Supports the implementation of AI/ML initiatives in CVM projects.