Airtel Malawi
JOB DESCRIPTION
The HBB Product Manager is responsible for lifecycle management through device and tariff pricing for profitable growth, defining business rules and timeliness for configuration, testing and go live, defining customer journeys for recharge and sunset of non-performing plans. The role is responsible for Customer lifecycle management which entails customer onboarding journeys, early base management through kindergarten activities, U&R base management through seeding based on tracking usage and inactivity trends. The role is responsible for new services through Design and project management on new services e.g. new radio technology rollout hence journeys, Captive portal, advice on charge, device locking mechanism etc.
RESPONSIBILITIES
Product lifecycle management
- Work with Group HBB lead to ensure;
- Implementation of pricing principles when pricing home broadband devices and tariff plans.
- Device pricing and commission schemes proposed by HBB sales lead do not result in negative landing.
- Timely and consistent bespoke customization for airtel i.e. case + box branding, device manager Web UI design, Firmware specification, Quick user guide and how to kinetics.
- Tariff plans designed with objective of ARPU (Average Revenue Per User) growth or Base Growth OR both.
- New device pricing and new tariff plans approved are implemented and communicated to customers with 2 weeks of approval.
- There’s a clear product implementation plan as part of GTM i.e. product catalogue update and parity across all recharge channels e.g. USSD, App, Web.
- Communication brief of product USP to form part of sales pitch.
- Post launch analysis is maintained and circulated on a weekly basis for the first month and bi-monthly thereafter for all initiatives launched in each market.
- Weekly tracker is maintained for plan-wise subscription trends on unique users, subscription count and utilization %age.
- Weekly device activation trends and acquisition freebie utilization.
- Monthly tracker on plan wise activation by channel and exception reporting for channel outages/ bugs.
- Exception reporting where HBB customers subscribe to plans outside approved plans.
- Revenue reporting reconciliation against subscription data.
- Competition landscape is maintained at device and plan level for the opco.
Customer lifecycle management
- Ensure Well defined customer on-boarding journeys where right customer profile is mapped basis device type, alternate number is captured, self-care account created, HBB number added as child account on Airtel App and acquisition benefit is granted to customer.
- Create Clearly defined scripts for on-boarding messaging via SMS, email and post-onboarding Tele calling.
- Implement Seeding program design for U&R with clear scripts/ content for base engagement.
- Necessary tools are in place to trigger call to action and facilitate call completion.
- Maintain weekly inactivity reports by product category bifurcated between new and existing base (Age on Network).
- Conduct Daily tracking of new customers registered Vs. active on network for first time resolution of recharge/ connectivity issues.
- Ensure that a log is maintained for inactive contract customers with device recovery information.
- Provide Monthly insights are maintained on churn drivers.
New Services
- Ensure there’s a proper project management tracker for all new developments in Home broadband services.
- Ensure there’s availability of a test line and resources to run UATs for each of the 14 markets
- Ensure there is clear Test cases developed for UAT of each new service
- Raise and follow up implementation of all change requests (CRs) for new requirements.
- Raise and follow up implementation of all service requests (CRs) for product design bugs.
- Raise and follow up implementation of all incident requests (CRs) for product operational bugs/ exceptions.
- Collaborate with Network, IT, Customer experience and digital team for delivery of fully functional and reliable products
Other Di Other Dimensions
Will work with Group HBB product lead
Edu
QUALIFICATIONS
tional Qualifications & Functional / Technical Skills
- Bachelor’s degree in marketing, Business Administration, Economics, Accounting or equivalent
- MBA and professional certifications will be an added advantage
Relevant Experience (Type of experience and minimum number of years)
- At least 10 years’ working experience with 5 years or more in a marketing role in FMCG OR TELCO industry.
- Experience in finance and IT will be an added advantage.
Other requirements (Behavioural etc.)
- Strong people skills- Ability to motivate, build collaborative relationships.
- Strong analytical skills with demonstrable proficiency in excel
- Strong problem-solving skills with demonstrable Entrepreneurial ability
- Experience in working within culturally and gender diverse teams.
- Willingness to frequently travel across 14 of the Airtel Africa markets.
- Excellent understanding of corporate governance standards
- Ability to present well researched proposals confidently to senior business executives
- Experience in building business cases on products and governance processes.