Head of Usage & Retention at Telkom Kenya April, 2020 29 views

Our Roots Telkom Kenya was established as a telecommunications operator under the Companies Act in April 1999. We provide integrated communications solutions in Kenya with the widest range of voice and data services as well as network facilities for residential and business customers. We are proud to play a prominent role in the information and communications technology sector, serving millions of Kenyans across the country. Our Wings Telkom Kenya’s partnership with Orange S.A (formerly France Telecom Group), saw the launch of the Orange brand in Kenya in 2008. Our new corporate identity is inspired by new investments and a fresh new approach to doing business. This is the beginning of an exciting journey, a journey we invite all Kenyans to be part of. Our new approach to serving customers means we place people at the centre by making our services straightforward, simple and more enriching. In addition to the existing Orange Shops, we continue to invest in new shops to enable us serve our customers better. In doing so, we work to bring people together to achieve their goals. We are embarking on a truly exciting journey to fulfill our potential as Kenya’s original national telecommunications operator. Come and join us.

Reporting to:         Chief Marketing Officer

Band:                      4.2

Department:          Marketing

Role Purpose: 

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.

Key Duties and 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

Academic/ Professional Qualifications

  • 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)

Closing Date : 21 April, 2020


Only candidates can apply for this job.

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