Manager - Digital Channels

About the role

The Manager Digital Channels, reporting to the Senior Manager Commercial Operations, drives adoption, active usage and commercial growth of the MoMo App, Agent App and merchant solutions. The role owns growth strategies across acquisition, onboarding, activation, engagement, retention and monetisation, and coordinates go-to-market execution, field enablement and performance management across Product, Technology, Commercial, Marketing, Sales, Distribution, Customer Experience, Analytics, Operations, Finance, Risk and Compliance.

Key responsibilities

• Develop and execute the adoption and growth strategy for the MoMo App, Agent App and merchant solutions, with quarterly growth plans and a roadmap covering acquisition, activation, engagement, retention and monetisation.
• Drive registrations, onboarding completion, first transaction, repeat usage and active-user growth through segment-specific programmes such as education, assisted onboarding, field activation and targeted campaigns.
• Lead go-to-market planning for new features and campaigns, build lifecycle journeys and triggers to reduce inactivity and reactivate users, agents and merchants.
• Map end-to-end journeys, identify friction points and prioritise improvements with Product and Technology teams.
• Set up dashboards and performance routines, run controlled experiments and analyse funnels and cohorts by channel, segment, geography and use case.
• Develop business cases, forecasts and budgets, optimise incentive structures and work with partners and aggregators to extend reach.
• Ensure campaigns and journeys comply with regulation, data privacy, consumer protection and security requirements, and monitor fraud, failed transactions and complaints.
• Lead cross-functional growth squads, coach teams and communicate channel performance and risks to senior stakeholders.

Required profile

• Bachelor's degree in Business, Marketing, Economics, Statistics, Information Systems, Computer Science or a related field; a postgraduate qualification is an added advantage.
• 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 of mobile apps, digital financial services, payment platforms or e-commerce, and managing customer funnels, segmentation, campaigns and retention programmes.
• Experience with agent, merchant or distribution ecosystems and field teams, and with cross-functional delivery across Product, Technology, Marketing, Sales, Operations, Analytics, Customer Experience, Finance, Risk and Compliance.
• Knowledge of the Ugandan market and the mobile-money ecosystem.

Required skills

• Digital growth strategy, customer acquisition, onboarding, activation, engagement, retention and reactivation.
• Mobile-app journey optimisation, campaign planning, CRM and lifecycle communications.
• Funnel, cohort and segmentation analysis, experiment design and measurement.
• Digital payments and mobile money, commercial modelling, incentive design and ROI analysis.
• Consumer protection, privacy, fraud risk and regulatory compliance.