Role purpose: 

• Overall accountability of M-Pesa Customers Retention Strategy, churn management 
• Accelerate customer’s ARPU growth by enriching the product and service adoption 
• Drive actionable commercial insights and direct on how to be acted upon
• Develop and execute a roadmap to maintaining a healthy M-Pesa base in line with the company roadmap

Key accountabilities

• Develop and Drive strategy to grow and retain M-Pesa customer base.
• Responsible for churn management and improving customer reconnection 
• Develop and drive the management of new customers, nursery program and improve survival of new customers
• Develop then BTL and ATL campaigns for various service and products 
• Perform competitor analysis and tactical initiatives to address the challenges 
• Perform time to time consumer understanding to understand pain points of our customers 
• Develop and Drive a strategy to achieve maximum penetration and adoption of M-Pesa Products & Services. 
• Drive cross-selling and upselling initiatives to grow the customer segments and increase usage for LVCs and infrequent user base.
• Develop and accelerate the M-Pesa High Value Consumer Products innovation roadmap implementation and revenue targets.
• Perform frequent consumer Understanding activities and physical visits to learn the behaviour and/or pain points of different customer segments and provide key insights for channel development.
• Consistent monitoring of the churn, subscribers base, usage and propositions to ensure a healthy customer base.
• Having clear and practical plan to graduate customers from lower to higher ARPU bands

Core competencies, knowledge and experience 

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

• Overall M-Pesa Base Growth as per the company target
• Grow M-Pesa Market and Value Share.
• Accurate and timely delivery of the execution plans specified on the calendar
• Quality of support and stakeholder alignment    
   

Skills

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