Description

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 
•    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