Manager: CVM AI & ML

MoMo from MTN; Johannesburg; On-site; ZAR 800,000 - 1,200,000; Full time

Job summary

A leading fintech company is seeking a 'Manager: CVM AI & ML' to drive AI and machine learning initiatives that enhance customer value management. This role involves developing strategies for customer engagement, implementing AI-driven solutions, and collaborating with cross-functional teams to achieve business growth in the mobile money sector.

Benefits

Flexible work hours

Travel opportunities

Professional development programs

Qualifications

• At least 3 years’ experience in non-traditional FinTech or Consumer Marketing environment.
• Strong knowledge of CVM, lifecycle management, and digital engagement.
• Experience at management level in financial sector.

Responsibilities

• Drive the adoption of AI/ML in Mobile Money customer value management.
• Lead design and execution of customer engagement strategies.
• Monitor and optimize AI-driven customer engagement campaigns.

Skills

Leadership

Data Analysis

AI/ML Modelling

Customer Segmentation

Project Management

Education

Bachelor’s or master’s degree in data science, Computer Science, Information Systems, Business Analytics

Tools

AWS

Google Cloud

Azure

Job description

Context

Fintech is entering a new phase where operational and commercial excellence has become critical for success. We at MTN believe this is a game changer in terms of our business strategy. We are looking at an incumbent to join us as we build a successful business together.

As part of your portfolio as Manager: CVM AI & ML, you will be:

• The Manager: CVM AI & ML (MoMo) will be responsible for driving the adoption of Artificial Intelligence (AI) and Machine Learning (ML) in the Mobile Money (MoMo) customer value management ecosystem.
• This role will develop and implement AI-driven strategies to enhance customer engagement, increase MoMo adoption, drive financial inclusion, and optimize revenue growth.
• The incumbent will lead the design and execution of Next Best Action (NBX) and Next Best Offer (NBO) strategies, leveraging AI/ML models to enable hyper-personalized engagement, retention strategies and predictive analytics.
• They will work closely with data science, technology, product, and marketing teams to deploy intelligent CVM solutions that enhance customer lifetime value and optimize business performance.

Strategy Development and Implementation

• Implement a data-driven AI/ML strategy to enhance MoMo customer engagement, activation, and retention.
• Lead the design of AI-driven Next Best Action (NBX) and Next Best Offer (NBO) models to personalize customer interactions and optimize offers.
• Identify key MoMo use cases for AI/ML, including churn prediction, acquisition, cross-sell & upsell strategies, and financial inclusion.
• Drive the adoption of real-time analytics and AI-based recommendations to improve customer experience and financial transactions.
• Ensure alignment with the company’s overall CVM, AI, and digital transformation strategy.

Operational Delivery

Operationalizing AI & ML Capabilities

• Oversee the end-to-end AI/ML model lifecycle, including data collection, model training, validation, deployment, and monitoring.
• Work with Data Science and Technology teams to ensure seamless integration of AI models into MoMo platforms.
• Implement A/B testing and experimentation frameworks to assess the effectiveness of AI-powered campaigns.
• Drive automation in campaign execution, customer communication, and offer personalization through AI-powered decisioning engines.

AI/ML-Driven Customer Value Management (CVM)

• Use AI/ML models to segment MoMo customers based on behavior, transaction patterns, and financial needs.
• Develop and deploy predictive models for customer retention, transaction frequency, and average revenue per user (ARPU) growth.
• Implement hyper-personalization strategies to offer tailored MoMo services, including remittances, payments, savings, and lending.
• Leverage machine learning to drive customer reactivation and reduce dormancy in the MoMo base.
• Track and optimize AI/ML-driven CVM campaigns to ensure maximum ROI and customer lifetime value (CLV).

Performance Monitoring & Continuous Improvement

• Define and track key performance indicators (KPIs) for AI-driven CVM campaigns, including engagement rates, conversion rates, and revenue uplift.
• Leverage AI to conduct continuous testing and optimization of MoMo customer engagement strategies.
• Drive insights-led decision-making by implementing AI-powered dashboards and real-time monitoring tools.

Personalization & Campaign Execution

• Enable real-time personalization across all MoMo channels, including USSD, mobile apps, SMS, WhatsApp, Social Media, IVR, and agent networks.
• Leverage AI to build dynamic segmentation models that adapt based on customer behavior.
• Implement a hyper-personalization engine that adjusts offers based on:
• Transaction patterns (MoMo deposits, withdrawals, payments, etc.)
• Customer engagement (app logins, MoMo usage frequency, etc.)
• External triggers (seasonality, location, financial trends, etc.)
• Work with CVM campaign managers to deploy automated, event-triggered campaigns based on real-time insights.
• Optimize customer outreach through AI-driven A/B testing and reinforcement learning models.
• Monitor campaign performance and adjust AI models to improve engagement, conversion, and retention rates.

Data Governance and Quality Assurance:

• Establish and enforce AI governance frameworks to ensure responsible AI deployment, data ethics, and bias mitigation.
• Ensure all AI and ML models comply with company policies, data security standards, and regulatory requirements.
• Develop churn and loan default detection models using AI to proactively identify potential loan defaulters and mitigate churn in the MoMo ecosystem.

Automation and Optimization:

• Ensure all Data workflows and reporting processes are automated to improve efficiency.
• Optimize existing data pipelines and analytics processes to enhance performance and scalability.

The “Must-haves” we look for in an incumbent

Education:

• Bachelor’s or master’s degree in data science, Computer Science, Information Systems, Business Analytics, or a related field.

Experience:

• Proven experience in developing and implementing NBX and NBO strategies within a large-scale customer ecosystem.
• Strong knowledge of CVM, customer segmentation, lifecycle management, and digital engagement.
• Expertise in AI/ML modelling, predictive analytics, data mining, and big data technologies.
• Familiarity with cloud-based AI/ML platforms (e.g., AWS, Google Cloud, Azure) and real-time analytics frameworks.
• Experience working with large-scale structured and unstructured data sets.
• Understanding of mobile payments, digital wallets, e-commerce, micro-lending, and financial services analytics.
• Strong ability to work in cross-functional teams, managing multiple stakeholders, and leading data-driven initiatives.
• Excellent written and verbal communication skills.
• Understanding emerging markets
• At least 3 years’ experience within a non-traditional FinTech or Consumer Marketing environment
• Experience at the management level in the financial sector
• Willing and flexible to travel within Africa and Middle East
• English speaker. French language being an added advantage.

What will give an edge to your application

Functional Knowledge:

• Developing Next Best Action (NBX) and Next Best Offer (NBO) models for hyper-personalized engagement
• Knowledge of reinforcement learning, deep learning, and real-time AI decisioning for customer engagement.
• Build/use predictive and forecasting models
• A/B testing, multivariate testing, and AI-driven campaign optimization
• Ability to integrate AI models into digital CRM systems and marketing automation platforms

Closing date: 27 June2025. Late applications will not be accepted.

Should you not hear from us within two weeks of the closing date, consider your application unsuccessful.

Ready to make and drive the change with us. Apply now!