Job Role

• Work closely with line manager to develop and deploy E-commerce product roadmap, in line with the overall Group strategy, and ensure appropriate prioritization of projects is undertaken
• Conduct extensive market and region research and create realistic user stories for solution optimization
• Customize group provided product design in line with OpCo specific local nuances
• Benchmark local/region best practice to identify and propose appropriate pricing for products – develop proposals to amend products pricing in line with country level nuances
• Monitor revenue and cost for the product portfolio to maintain profitability as per organization strategy and business plan
• Collaborate with the CVM to develop & analyze loyalty/reward programs for sellers
• Use relevant metrics and measures to monitor existing loyalty &reward programs
• Collaborate with Marketing to identify partners to drive the rewards program
• Manage promotional calendar with merchants to drive sales growth back into the business
• Manage the loyalty program operations (including transactions on rewards to be disbursed)
• Gather customer feedback on product performance in a bid to improve product performance
• Research and analyze customer behavior in specific geography to design loyalty rewards, in line with the overarching guidelines set by Group
• Benchmark best practices in the market, prepare business case and present to senior management in alignment with line manager
• Manage day-to-day e-commerce product operations and establish internal best practices in order to ensure effective utilization of the products
• Strengthen customer feedback loops, and scale product knowledge within the OpCo
• Manage Quality of Service of e-commerce product to ensure seamless customer experience
• Support function wide transformation initiatives. Elicit inputs from relevant parties, when required
• Perform evaluation baseline of Service Level Agreements (SLAs) and KPIs
• Monitor & Analyze traffic loads and in MoMo Grow system & platform capacity
• Capture Voice of Customer through CSAT surveys, product reviews, complaints etc. Other tasks and duties, as assigned
• Follow our competitors and the industry and align with product strategy.
• Keep abreast with Agile/Scrum best practices and new trends.
• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to line manager/
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery, keeping SM E-Commerce apprised of the same
• Implement and execute policies, procedures and guidelines cascaded by the functional lead
• Comply with the set governance mechanisms, under supervision from the functional lead
• Evaluate the efficiency and effectiveness of E-commerce Product strategies and propose offers for improvements
• Identify and document key risks, issues and dependencies and implement mitigation actions as approved
• Assist in managing function’s budgets in line with business objectives, when required
• Assist in managing project initiative budgets in line with business objectives, when required
• Assist in review of the sub-functional strategy and roadmap, to ensure its alignment with the changing dynamics of the internal and external ecosystem
• Report daily progress made within the function and in accordance with the measurement metrics set.
• Address other tasks and duties, as assigned by line manager.

Context :

• Evolution and highly competitive Fintech Industry

Qualification Required & Experience

Education

• A University Degree in Computer Science, Engineering, Commerce, or a related field
• A Professional qualification in a related field is a plus.

Experience

• Minimum 5 years relevant experience in a similar position with at least 3 years in a supervisory role
• Experience in E-commerce, Fintech, banking is preferred
• Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred

Knowledge:

• Knowledge, understanding and experience in Industry 4.0
• Knowledge and experience in mapping customer journeys to pre-empt typical demands
• Product design and customization
• Product pricing
• Loyalty rewards and offerings design and disbursement
• Product operations
• Product strategy and roadmap implementation
• Quality of Service
• Product performance
• Wireframe and use case design

Physical Skills/ Competencies:

• Ability to manage own time and workload and juggle conflicting priorities
• Demonstrate evidence of influencing and coaching skills
• Professional approach with a can do attitude
• Courage Skills- Manages self and team performance, good conflict management, takes and manages accountability
• Energy & Drive – Innovative, Takes initiative, result oriented and develops self consistently
• Interpersonal Skills – Leadership, customer centricity, collaborative and coaches & develops direct reports
• Personal Skills – Trustworthy, integrity and ethical in dealings
• Operating Skills – Ability to focus on priorities and plans, manages and monitors work effectively
• Organisational Positioning Skills – Good written and verbal communication, presentation skills, commitment to the organization
• Strategic Skills – Global thinker, Analytical thinking, and Problem-solving abilities.
• Influencing Skills
• Negotiation skills

Location: Accra