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
  • 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 customers
  • Define value propositions for the Mass & Youth sub-segments based on their pain-points & gains/desires
  • Define 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 organization
  • Build 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 view
  • Ensure that alignment exists (where appropriate) between areas to make sure there is a holistic segment approach
  • Collaborate with the S&D and COPs team to ensure right segmented customer experience exists from acquisition throughout all the customer lifecycle
  • Maintain a deep knowledge of consumer product needs, traffic drivers and behaviours, including appropriate acquisition, retention, re-engagement, and win back initiatives
  • Drive an increase in the Net Promoter Score for the Mass & Youth segment
  • Ensure tools and segment tracking is at the core of commercial execution
  • Develop clear and insightful KPI reporting of the Mass & Youth segment
  • Ensure 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 
  • 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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