JOB PURPOSE

To improve the value and grow the High-Value Customer, minimize value churn and upgrade customers from Mass segment. Segment specialist needs to create a roadmap that delivers the right product mix, customer experience and retention strategies that are deployed throughout the organization, whilst working with a virtual team across the company encompassing Products & Services, Customer Experience, Sales & Distribution, and CVM teams among others

Ultimate responsibility to ensure that Tigo Tanzania becomes the operator of choice for the High-Value Customer segment

CORE RESPONSIBILITIES

• Develop and implement a twelve-month roadmap for the HVC customer segment in partnership with the other Business Units encompassing the full customer journey from acquisition, value growth and retention (including loyalty initiatives)
   
• Grow the High-Value Customer base & revenues by acquiring new customers from the competition, growing the and retaining existing High-Value customers
      
• Define value propositions for the HVC sub-segments based on their pain-points & gains/desires
  
  
• Define and re-define segment strategy & execution
         
• Partner with commercial teams to drive segment specific roadmaps and action plans, ensuring the appropriate level of analytics is deployed to drive decisions.  Forward-looking strategies should be driven by market and user insights, as well as an understanding of the changing trading environment.
       
• Drive prioritization of commercial activities based on segment and value  
  
  
• Champion segment growth throughout the organization
  
  
• Build strong relationships with the Customer Insights, Products, Factory (technical), CVM, Customer Ops, Marketing and S&D teams.
       
• Ensure all business areas are aligned on the importance and strategy of the HVC segment, moving away from a product-only view
  
  
• Ensure that alignment exists (where appropriate) between areas to make sure there is a holistic segment approach
        
• Collaborate with the S&D and COPs team to ensure right segmented customer experience exists from acquisition throughout all the customer lifecycle
     
• Maintain a deep knowledge of consumer product needs, traffic drivers and behaviors, including appropriate acquisition, retention, re-engagement, and win back initiatives
     
• Drive an increase in the Net Promoter Score for the HVC segment
  
  
• Ensure tools and segment tracking is at the core of commercial execution
      
• Develop clear and insightful KPI reporting of the HVC segment 
      
• Ensure strong alignment between business performance and reward mechanisms required to drive segment performance 
        
• Engender a culture of innovation and insight, challenging the status quo whilst maintaining the integrity of our commercial businesses 
  
  

EXPERIENCE & QUALIFICATIONS

Minimum of 7+ years of demonstrated working experience (preferably within a service orientated
industry e.g. Telco, Banking etc)

5+ years of demonstrated Segment management experience for telecom or other industry

University Degree in Economics/ Business administration/ Telecom or related areas.

Master’s Degree in Economics/ Business Administration/ Telecom is a plus.\

Proven leadership of virtual teams across 

 This position is open to people:

Local

"We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices"

Only Successful Candidates will be contacted