Commercial Manager at Safaricom Kenya

Reporting to the Chapter Lead, Commercial Management, Financial Services (Senior Manager, M-PESA Performance, Strategy & Analytics), the Commercial Manager be responsible for generating and aggregating data and market led Insights for performance and planning of Financial Services solutions, customer growth, usage of MPESA and customer experience to realize company strategy and mission objectives.

Responsibilities

• Drive end-to-end delivery of customer value proposition in the squads.
• Champion customer lifetime value management that leverages generates customer insights to drive acquisition, usage and retention of Customers, while gaining on key consideration, usage and affinity brand metrics specific to the segment. 
• Ensure that the commercial strategy performance is monitored against performance objectives to realize the vision and mission of Financial Services product/service.
• Ensure proper justification for commercially viable and rightly priced initiatives clearly showing size of opportunity, the benefits, cost and return on investment.
• Deliver actionable regular timely product and service industry and product insights.
• Ensure accurate capture and reporting of key data point for finance returns and regulatory returns within agreed timelines.
• Champion customer obsession by timely analysis and monitoring of customer feedback to inform product/services journey and support refinements.
• Ensure automated always on key performance indicators. 

Core competencies, knowledge and experience:

Customer Obsession

• Deepen team connection to our customers and communities.
• Foster authentic relationships with customers and partners that build trust.
• Explicitly take customer-centric decisions and take personal ownership to achieve results.
• Simplify processes through digitalisation and promote a digital mindset and digital first customer experience.
• Stay focused on the big priorities, know when to make meaningful trade-offs and demonstrate brilliant execution.

Purpose

• Create an inspiring vision for your team to drive strategy and performance.
• Show ambition and courage, empowering others to go beyond the plan.
• Bold and challenge teams to reimagine how things are done.
• Prompt new thinking and ideas by asking “what if” questions.
• Use knowledge of the external environment (customers, partners, competition, external bodies) to identify and act on opportunities for growth at pace.

Innovation

• Create psychological safety so everyone can have an impact.
• Fuel innovative ideas from others and test them to enable growth.
• Explore successes and failures with curiosity and resilience; fearlessly recognizing lessons learned.
• Share your ongoing learning and personal purpose with others.
• Learn fast from digital adoption, using learnings to drive simplicity, scale and efficiency.

Collaboration

• Articulate your team’s role in making our strategy happen, prioritizing and aligning resources with current and future needs.
• Actively collaborate to break silos and hold your team accountable to do the same.
• Develop others to make the most of their talents and coach them to take ownership to get things done.
• Create an inclusive environment ensuring the safety and wellbeing of others.
• Live our Purpose and demonstrate the highest Standard of integrity.

Key performance indicators

• Timely and accurately reported performance numbers. 
• Define business cases and secure approval for rolling out of financially viable product and services
• Increase uptake and retention of our Financial services products and services
• Consolidate the marketing research and data identifying key insights and business opportunities 
• Work with Business Analytics CoE and Big Data Tribe to deliver automated dashboards and rich customer usage insights to design data driven segmented prepositions
• Responsible for squad revenue and P&L through an E2E plan of the product/service and Customer Life Cycle (revenue, ageing, control decline, reduce churn) aligned to the overall P&L KPIs for the tribe.
• Analyze customer insights, usage patterns, competition activities, and market scenario to draw insights into customer usage /recharge behavior to design segment propositions to optimize revenue and profitability as per the tribe’s mission.

Qualifications

• At least four (4) years’ knowledge and experience in a relevant field in financial services and related sector. 
• Experience in strategy development and execution. 
• Demonstrated ability to analyze the financial services competitive environment through market trends, market intelligence and providing insights for response to the findings
• Relevant Business or IT Undergraduate Degree or relevant field along with professional qualifications, or equivalent qualification(s) from a recognized institution of higher learning. 
• MBA or relevant Master’s degree is an added advantage. 
• Superior business understanding, with the ability to leverage technology to solve consumer, business and technical issues.
• Experience in preparation of budgets, forecasts and financial modeling. 
• Strong communication, stakeholder and strategic partners acquisition skills.
• Possess high professional and ethical standards. 
• Be a strategic thinker with an analytical mind.