Manager - Digital Channels

Job Title: Manager – Digital Channels
Reporting to: Senior Manager Commercial Operations
Division – Commercial Operations

Mission/ Core purpose of the Job
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.
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.

Education

- Bachelor’s degree in Business, Marketing, Economics, Statistics, Information Systems, Computer Science or a related field.
- A postgraduate qualification in business, digital transformation, marketing, analytics or a related discipline is an added advantage.

Experience

- 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.
- Demonstrated experience growing adoption and active usage of mobile apps, digital financial services, payment platforms, e-commerce or comparable digital products.
- Experience managing customer funnels, segmentation, campaigns, experimentation and retention programmes.
- Experience working with agent, merchant or distribution ecosystems and field teams.
- Strong track record of cross-functional delivery with Product, Technology, Marketing, Sales, Operations, Analytics, Customer Experience, Finance, Risk and Compliance.
- Experience developing business cases, budgets, forecasts and performance reports.
- Knowledge of the Ugandan market, mobile-money ecosystem and relevant customer, agent and merchant behaviours.

Functional Knowledge

- Digital growth strategy and growth-loop design
- Customer acquisition, onboarding, activation, engagement, retention and reactivation
- Mobile-app and channel journey optimisation
- Agent and merchant proposition management
- Campaign planning, CRM and lifecycle communications
- Funnel, cohort and segmentation analysis
- Experiment design, measurement and optimisation
- Digital payments, mobile money and platform ecosystems
- Commercial modelling, incentive design and return-on-investment analysis
- Consumer protection, privacy, fraud risk and regulatory compliance

Skills and Behavioural Competencies

- Commercial acumen and customer-centric thinking
- Strong analytical, problem-solving and data-visualisation capability
- Strategic planning with disciplined execution
- Stakeholder influence and cross-functional leadership
- Clear written, verbal and presentation communication
- Agile delivery and project management
- Innovation, learning agility and bias for action
- High integrity, accountability and sound judgement

NB: Presentation of false academic documents and certification will lead to criminal prosecution. Any form of canvassing will lead to automatic disqualification. 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.

Female candidates are strongly encouraged to apply.