M-Pesa Customer Segment Executive

Role purpose: 

• Overall acceleration of services penetration to M-Pesa High value customers.
• Maintain and grow M-Pesa high value customer 
• Drive actionable base trend insights related to services uptake and direct on how to be acted upon
• Develop and execute plan to maintaining a healthy high value customer base in line with the company roadmap

Key accountabilities  

• Develop and implement a strategy to retain and grow MVC and HVC segment
• Develop customer behavior segments, ARPU segment, RFM and other segments that will help to understand customers’ transaction behavior and recommend services adopted by such segments 
• Develop and drive efficient cross-selling & upselling campaigns to increase services usage through micro segmentation and customer intelligence.
• Implement a comprehensive plan for various M-Pesa segments to ensure a sustainable survival rate.
• Close collaboration with consumer business unit to Increase conversion for M-Pesa subscriber base.
• Collaborate with cross functional teams to improve and uncover insights that will engender service penetration and advise on appropriate interventions plans.
• Develop initiatives to increase customer ARPU
• To coordinate and engagement a close relationship with the High value customers

Core competencies, knowledge and experience ajira

• Excellent analytical and logical reasoning skills translated from consumer insights
• Experience in 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:

• Growth of services uptake by agreed percent.
• Accurate and timely delivery & execution of action plans & initiatives
• Growth of high value customers (MVC & HVC)
   

Skills

• Modern Marketing Leadership
• Data Analytics and Insights
• CVM Campaign Development and Management
• Always on Marketing