Mass & Youth Segment Specialist (Grade 11)
To improve the value and grow the Mass & Youth
Customers, 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
CORE RESPONSIBILITIES
Develop and implement a twelve month roadmap for the Mass
& Youth 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 Mass &
Youth Customer base & revenues by acquiring new customers from the
competition, growing and retaining the existing Mass & Youth
customersDefine value propositions for the Mass & Youth sub-segments
based on their pain-points & gains/desiresDefine and re-define
segment strategy & executionPartner 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 to 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 organizationBuild 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 Mass & Youth
segment, moving away from a product-only viewEnsure that alignment
exists (where appropriate) between areas to make sure there is a
holistic segment approachCollaborate with the S&D and COPs team to
ensure right segmented customer experience exists from acquisition
throughout all the customer lifecycleMaintain a deep knowledge of
consumer product needs, traffic drivers and behaviours, including
appropriate acquisition, retention, re-engagement, and win back
initiativesDrive an increase in the Net Promoter Score for the Mass
& Youth segmentEnsure tools and segment tracking is at the core of
commercial executionDevelop clear and insightful KPI reporting of the
Mass & Youth segmentEnsure 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
University Degree in Economics/ Business administration/
Telecom or related areas. Minimum of 7+ years of demonstrated working
experience (preferably within a service orientated industry e.g. Telco,
Banking etc.)3+ years of demonstrated Segment management experience for
telecom or other industry
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