Product Manager -Mobile Data Tribe Job Safaricom

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Reporting to the Senior Manager – Products & Propositions, the role purpose shall include:

• Define, develop, and manage the Mobile Data product roadmap with a focus on growing the portfolio, driving revenue, and improving customer acquisition and retention to ensure overall profitability
• Build and manage strategic partnerships with partners, enterprises both locally and internationally to identify and influence development of new products and services. while collaborating 
• Collaborating cross-functionally with commercial, finance, marketing, regulatory and technical teams to ensure end to end working of a product.

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Responsibilities

Health and Safety

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.

Product Management

• Create, prioritize, and maintain a product backlog in accordance with the tribe mission ensuring value maximization and alignment to the tribe mission.
• Define vision that clearly communicates the expected outcomes and ensures the development/squad team can align the product backlog to deliver that value.
• Oversee product development in all stages and drive customer acquisition while minimizing churn. He/she will participate in the overall development stages of the product.
• Incorporate benchmarking information as well as best practices and lessons learned from to define best-in-class customer experience
• Participates in the daily scrums, sprint planning meetings, and Sprint Reviews, Retrospectives and other agile related ceremonies.
• Acquisition and usage of the Product by ensuring the channel is relevant, engaging and accessible

Customer Market and Insights

• Analyze market and customer insights, usage patterns, customers’ pain-points and competitor activity to derive actionable insights into user behavior and drive continuous improvement on the product portfolio.

Commercial Management

• Develop the commercial case and secure commercial approvals for the Product
• Monitor product commercial performance in daily, weekly and monthly reviews (Customers, Transactions, penetration Revenues, jNPS, ARPU etc.
• Partner and Stakeholder Management 
• Align with the business and relevant stakeholders on the product roadmap and the key deliverables for each quarter, while driving continuous innovation
• Partnering with local and global brands to identify and influence development of new products and services.

Customer Experience 

• Deliver a stable and in best-in-class customer experience
• Drive operational awareness across on-boarding, provisioning, assurance, billing, and support teams to ensure seamless service delivery.
• Monitor product SLAs, NPS/jNPS and other customer experience metrics.
• Work closely with First line support and technical teams to support in resolving customer issues within SLA to drive customer satisfaction

Qualifications

• Degree in Business, Commerce or IT from a recognized University
• At least 8 years working experience in the Financial Services Sector, Mobile money and Telco sector business models with a focus on product and commercial management, product marketing and pricing
• Marketplace product Experience
• Good understanding of customer and product management systems including Customer Relationship Management (CRM) and Converged Billing System (CBS).
• Experience building app stores or integration platforms
• High level knowledge of Commercial knowledge, pricing strategy and data fluency 
• Experience with product development frameworks in Agile and Scrum as well as Business Case development

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How to Apply

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