Senior Manager – CVM Operations Lead

Reporting to Tribe Lead– Base Growth, the position holder will lead in building and executing the Safaricom’s Products strategic pillars, creation and delivery of products and services (with a strong bias to Financial Services products) to the market for customer onboarding, growth and retention. In addition, the role holder will be expected to own Product ownership, leadership and coaching of multi-skilled delivery squad. The role holder will also be the lead Project manager for core platform developments, enhancements and services. He/ She will be in charge of management of BTL 121campaigns, campaign platforms and campaigns execution. The role holder will be involved in Creation and support of products and services that will defend the Customer Market Share, grow Traffic & Revenue Market share, Product ADOU, Product COAT, ARPU, Usage per customer. He/ She should achieve 100% CVM penetration for both in & outbound CVM, Embed the CVM craft across the organization and deliver Artificial intelligence in all customer interaction. The role will also be responsible for delivery of all CVM & DCVM platforms and CVM capability Roadmap
 

• Define strategy and marketing technology roadmap within the Consumer Business team• Accountable for timely and cost-effective core platforms and customer value management platform delivery and enhancements.• Defining and managing the product backlog, product delivery sprints, managing squad resources and sprint backlog and tasks.• Prioritization and leadership of squad to deliver backlog scope. Ensuring that squad delivery is aligned with business priorities and business expected outcomes.• Leadership and adherence to squad ceremonies and agile methodologies of delivery.• Prepare product reports and lead in sprint retrospectives and sprint reviews of all products and services to assess actual market take-up against anticipated take-up as presented in the Business Case• Good stakeholder management with all internal functions and establish good working relationships that facilitate delivery of departmental objectives within SLA.• CVM Campaign management and adherence to the contact policy, weekly development of campaign schedule, seamless campaign execution and tracking• CVM Supplier management, supplier performance assessment, revenue share management with partner and timely vendor payment• Campaign execution, reporting and tracking. Evaluation of campaign setup & outcomes, feedback and liaising with all internal CVM representatives across all units.
• Degree in a Computer / IT / Engineering / Business IT related field or project management discipline.• 10 years hands on experience in product management / Technical delivery / Marketing- tech management in a highly competitive commercial environment, with at least 4 years senior management experience.• Strong customer focus with proven experience in launching products and delivering against product revenue targets.• Experience in managing and developing teams.• Strong awareness of market trends, competitive impacts and market opportunities.• Achievement oriented• Innovative and creative.

We are the leading telecommunication company in East Africa. Our purpose is to transform lives by connecting people to people, people to opportunities and people to information. We keep over 42 million customers connected and play a critical role in the society, supporting over one million jobs both directly and indirectly while our total economic value was estimated at KES 362 Billion ($ 3.2 billion) for the 12 months through March 2021. We are listed on the Nairobi Securities Exchange (NSE) and with annual revenues of close to KES 298 Billion ($2.5 billion) as at March 2022. We were founded in 1997 as a fully owned subsidiary of Telkom Kenya before a 40 percent acquisition by Vodafone Group PLC in May 2000, and a public offering of 25 percent shares through the NSE in 2008. Under the management of Vodafone Group PLC, we welcomed Michael Joseph, as our first CEO, a few months later in July of 2000. He led the company’s growth to accommodate 16.71 million subscribers from the previous 20,000, largely owing to innovative products like M-PESA in 2007.