Job Description
<p>Job Title: Manager – Digital Channels<br>Reporting to: Senior Manager Commercial Operations<br>Division – Commercial Operations</p><p><br>Mission/ Core purpose of the Job <br>The Manager Digital Channels is responsible for accelerating customer, agent and merchant adoption, active usage and commercial growth of the MoMo App, Agent App and merchant solutions. The role owns channel growth strategies across acquisition, onboarding, activation, engagement, retention and monetisation, translating customer and partner insights into measurable growth initiatives. <br>The role works across Product, Technology, Commercial, Marketing, Sales and Distribution, Customer Experience, Analytics, Operations, Finance, Risk and Compliance to deliver simple, reliable and trusted digital journeys. It also coordinates go-to-market execution, field enablement and performance management for the three channels. </p><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA"><strong>Education</strong></span><strong> </strong></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Bachelor’s degree in Business, Marketing, Economics, Statistics, Information Systems, Computer Science or a related field.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">A postgraduate qualification in business, digital transformation, marketing, analytics or a related discipline is an added advantage.</span> </span></p></li></ul><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA"><strong>Experience</strong></span><strong> </strong></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">At least six years of relevant experience, including at least three years in digital-channel growth, product growth, digital marketing, customer lifecycle management or commercial management.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Demonstrated experience growing adoption and active usage of mobile apps, digital financial services, payment platforms, e-commerce or comparable digital products.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Experience managing customer funnels, segmentation, campaigns, experimentation and retention programmes.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Experience working with agent, merchant or distribution ecosystems and field teams.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Strong track record of cross-functional delivery with Product, Technology, Marketing, Sales, Operations, Analytics, Customer Experience, Finance, Risk and Compliance.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Experience developing business cases, budgets, forecasts and performance reports.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Knowledge of the Ugandan market, mobile-money ecosystem and relevant customer, agent and merchant behaviours.</span> </span></p></li></ul><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA"><strong>Functional Knowledge</strong></span><strong> </strong></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Digital growth strategy and growth-loop design</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Customer acquisition, onboarding, activation, engagement, retention and reactivation</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Mobile-app and channel journey optimisation</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Agent and merchant proposition management</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Campaign planning, CRM and lifecycle communications</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Funnel, cohort and segmentation analysis</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Experiment design, measurement and optimisation</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Digital payments, mobile money and platform ecosystems</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Commercial modelling, incentive design and return-on-investment analysis</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Consumer protection, privacy, fraud risk and regulatory compliance</span> </span></p></li></ul><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA"><strong>Skills and Behavioural Competencies</strong></span><strong> </strong></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Commercial acumen and customer-centric thinking</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Strong analytical, problem-solving and data-visualisation capability</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Strategic planning with disciplined execution</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Stakeholder influence and cross-functional leadership</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Clear written, verbal and presentation communication</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Agile delivery and project management</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Innovation, learning agility and bias for action</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">High integrity, accountability and sound judgement</span> </span></p></li></ul><p style="text-align: justify;"> </p><p style="line-height: normal; margin-bottom: 0in; text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><strong>NB: Presentation of false academic documents and certification will lead to criminal prosecution. Any form of canvassing will lead to automatic disqualification. </strong></span><span style="color: black; font-family: "MTN Brighter Sans";"><strong>Should you not hear from us within fourteen (14) days from the closing date of this advertisement, you may consider your application to be unsuccessful.</strong></span></p><p><span style="color: black; font-family: "MTN Brighter Sans";"><span style="font-size: 11pt;"><strong>Female candidates are strongly encouraged to apply.</strong></span></span></p><p style="line-height: normal; margin-bottom: 0in;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA"><strong>Main Job Functions:</strong></span></span></p><p style="line-height: normal; margin-bottom: 0in;"> </p><p style="margin-left: 14pt; text-align: justify; text-indent: -8pt;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA"><strong>Digital Channel Strategy and Growth Planning</strong></span><strong> </strong></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Develop and execute the adoption and growth strategy for the MoMo App, Agent App and merchant solutions, aligned with commercial and financial objectives.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Define priority segments, use cases, value propositions, channel targets and quarterly growth plans.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Maintain an integrated roadmap covering acquisition, activation, engagement, retention and monetisation.</span> </span></p></li></ul><p style="margin-left: 14pt; text-align: justify; text-indent: -8pt;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA"><strong>Customer, Agent and Merchant Adoption </strong></span></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Drive registrations, onboarding completion, first successful transaction, repeat usage and active-user growth.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Design segment-specific adoption programmes, including education, assisted onboarding, field activation, partnerships and targeted campaigns.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Increase the range and frequency of relevant use cases across payments, collections, transfers, financial services and other approved MoMo services.</span> </span></p></li></ul><p style="margin-left: 14pt; text-align: justify; text-indent: -8pt;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA"><strong>Go-to-Market and Lifecycle Management </strong></span></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Lead go-to-market planning for new features, enhancements and campaigns, ensuring channel readiness, clear communications and coordinated execution.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Build lifecycle journeys and triggers that reduce inactivity, improve retention and reactivate dormant users, agents and merchants.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Coordinate Marketing, Sales and Distribution, Customer Experience and Operations to deliver consistent execution across digital and physical touchpoints.</span> </span></p></li></ul><p style="margin-left: 14pt; text-align: justify; text-indent: -8pt;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA"><strong>Channel Experience and Conversion Optimisation </strong></span></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Map end-to-end journeys and identify friction affecting registration, verification, login, discovery, transaction completion and support.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Prioritise improvements using behavioural data, customer research, field feedback and service-performance insights.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Partner with Product and Technology teams on backlog priorities, acceptance criteria, testing and release readiness.</span> </span></p></li></ul><p style="margin-left: 14pt; text-align: justify; text-indent: -8pt;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA"><strong>Performance Analytics and Experimentation </strong></span></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Establish dashboards and performance routines covering acquisition, onboarding conversion, activation, monthly active users, transaction frequency, value, revenue, retention, churn and campaign return.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Analyse funnels and cohorts by channel, segment, geography and use case to identify growth opportunities and constraints.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Run controlled experiments on messaging, incentives, journeys and propositions; scale successful interventions and stop ineffective activity.</span> </span></p></li></ul><p style="margin-left: 14pt; text-align: justify; text-indent: -8pt;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA"><strong>Commercial Performance and Partnerships </strong></span></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Develop business cases, forecasts and budgets for channel-growth initiatives and monitor commercial outcomes.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Optimise incentive structures, promotional investment and channel economics while protecting long-term value.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Work with partners, aggregators and ecosystem participants to extend reach, relevant use cases and acceptance.</span> </span></p></li></ul><p style="margin-left: 14pt; text-align: justify; text-indent: -8pt;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA"><strong>Risk, Compliance and Service Quality </strong></span></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Ensure campaigns, journeys and propositions comply with applicable regulation, data-privacy, consumer-protection, information-security and brand requirements.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Monitor fraud, failed transactions, complaints, service incidents and operational risks that may undermine adoption and trust.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Coordinate corrective action and customer communication with Risk, Compliance, Technology, Operations and Customer Experience teams.</span> </span></p></li></ul><p style="margin-left: 14pt; text-align: justify; text-indent: -8pt;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA"><strong>People and Stakeholder Leadership </strong></span></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Lead cross-functional growth squads and establish clear owners, milestones and governance for priority initiatives.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Build digital-growth capability through coaching, knowledge sharing and performance management.</span> </span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "MTN Brighter Sans";"><span lang="EN-ZA">Communicate channel performance, insights, risks and decisions to senior stakeholders.</span> </span></p></li></ul>
How well do you match?
Get an instant AI match score for this role — free, takes 3 minutes.
Tailor your CV for this role
The concierge rewrites your whole CV and writes a matching cover letter for this job — opens right here, nothing to paste.
Tailor My CV to This Job ✍️Free cover letter for this job
Upload your CV and get a tailored cover letter in seconds — free, no account needed.
Generate a Cover Letter 📝