Product and Customer Care Manager (HD+ Ghana)

ConsultancyFull Time Greater Accra Region, Tema Metro SES

Product and Customer Care Manager

You are responsible for the HD+ product in Ghana. The position holder manages the current product as well as future evolvements taking into account competition in the market and market trends.

You need to understand the customer needs and requirements on the one hand, but also take over a central role as end-to-end project manager on the other hand. Externally, you are the first contact person for broadcasters and for HD+ product management in Germany. Internally you are a central point of contact for other departments especially sales, marketing and customer service. Together with HD+ Germany and the technical departments in Germany and Ghana you are defining future evolutionary steps of the HD+ product in Ghana. The job location is in Accra, Ghana, but the role works very strong together with the product team in Germany.

Product and Customer Care Manager Primary Responsibilities / Key Result Areas

Product management for the HD+ product (B2C) in Ghana
Responsible for current and future product design and functionalities of the HD+ product
Responsible for current and future tariffs and pricing of HD+ product
Responsible for product profitability of HD+ product
Manage profitability issues (identify mitigation actions, discuss and synchronize these internal-ly and implement them after a management decision)

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Monitor the competitive environment of HD+ in the market and derive necessary evolution steps concerning product features and pricing
Observe international trends in the TV industry, map these to the local market and transfer these in a product roadmap.
Create future market opportunities, define upcoming product features and implement them in an end to end way in co-operation with the other HD+ departments and external service providers
Responsible for customer care
Interface with call center with regards to training and service quality
Propose solutions to improve loyalty and customer’s satisfaction in line with Marketing manager and Channels manager
Responsible of the researches and organization of outbound calls

Product and Customer Care Manager COMPETENCIES

Experience in product management in the TV, media or telecommunications industry. Man-aged product should have been a B2C product like PayTV product or mobile/fixed net prod-uct/tariff
Highly developed analytical and strategic skills
High responsibility and involvement for managed product
Ability to take over the consumer’s perspective and his needs and wishes
Excellent organization and management skills with clear focus on defined target
Strong presentation and interpersonal skills
Sense of accountability for areas of responsibility, combined with an ability to anticipate issues and manage risks
Experience in commercial management of products
High personal interest in TV, video entertainment and consumer technology area
Experience in a portfolio management

Product and Customer Care ManagerQUALIFICATIONS & EXPERIENCE

University degree in Business Administration or equivalent
Minimum five years of professional experience in B2C product management
Relevant work experience in the broadcast or telecommunications industry a plus
Comprehensive knowledge of the Ghanaian TV market a plus
Demonstrable skills in developing efficient strategies for evolution of HD+ product
Experience in project management
English is a must, other West African languages and German a plus
Willingness to travel in Ghana and abroad

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