The Head of Usage & Retention will support the formulation and execution of marketing strategies for Telkom across all product and services as well as all market segments. Managing a comprehensive Telkom Kenya Wide Customer Lifecycle management strategy for voice and non-voice both from a people, process and technology perspective. This role manages all the aspects impacting on the product and services marketing to ensure the elimination of barriers to achieve sales targets, from the deployment of the product and services to the market for awareness of the product and channel execution for trade presence.
Head of Usage & Retention Job Responsibilities
- Alignment of products and services to ensure optimal profitability while remaining competitive in the market
- Management of product life cycle
- Ensure marketing campaigns are executed within budget limits
- Implement new offers to increase revenue, reduce churn, increase customer base and acquisition
- Prepare marketing plans including GTM plans for new products and offerings
- Ensure marketing campaigns are aligned to increase the customer experience, acquisition and retention for all departments
- Develop relevant products offerings to increase the customer experience, acquisition and retention for all departments
- Oversee the development, monitoring and analyses of customer need analyses through regular interactions, customer surveys, customer complaints analyses and sales behaviour to and ensure customer journey improvement
- Ensure timely execution and follow through of offers and campaigns within the products and services portfolio
- Produce and present pre-opportunity studies for new market, revenues assessment, customer needs and value proposition including high-level product description
- Develop, monitor and execute marketing strategies to support the full Customer Lifecycle involving all relevant stakeholders
- Oversee the development, monitoring and execution of the relevant product and service offering concerning pricing, communication strategy and the go to market strategy, distribution and marketing mix
- Provide guidelines to departments concerning campaigns and monitor compliance
- Identify and implement optimisation opportunities within the campaigns and inform relevant stakeholders
- Assist in developing budget projections and prepare business cases for validation
- Prepare the relevant reporting with analyses for all levels of the business i.e. board, exco, opscom, operational
- Develop and manage launch plans: internal training and awareness, regulatory dossier, communication and PR plans for launch, sales objectives per channel, distribution of products
Requirements for the Head of Usage & Retention Job
- Bachelor’s degree in Marketing, Business or related field from a recognized institution
- 6-8 years’ experience in Marketing Management, Campaign Management, Customer Lifecycle Management
Professional Skills
- Strong market perception and understanding to select actions with the highest chances of success and growth
- Good knowledge of product marketing basics: marketing mix, exploiting market research materials
- Excellent communication / presentation skills (oral & written)
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