Summary
Overview
Work History
Education
Skills
Timeline
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PAPA AKO AKO-ADDO

Accra

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.. Proven track record in driving customer acquisition, retention, and loyalty through innovative value propositions and data-driven insights. Passionate about unlocking new growth opportunities and driving customer engagement to deliver optimal revenue generation.

Overview

18
18
years of professional experience

Work History

Head – Customer Value Management

Multichoice Ghana Ltd
05.2019 - Current
  • Achieved 60% growth in active subscriber base for DStv and GOtv, driving increased engagement and revenue.
  • Rolled out automated data-driven campaigns across SMS, email, and in-app channels to boost engagement and retention.
  • Streamlined customer segmentation using in-house data and analytics, improving targeting and campaign performance.
  • Surpassed ARPU targets through implementation of product entrenchment initiatives, generating incremental revenue.
  • Established and led cross-functional commercial team to implement effective business strategies.
  • Enhanced database management and reporting processes, yielding actionable insights for new revenue opportunities.
  • Delivered incremental revenue while ensuring adherence to cost constraints for sustainable growth.

Director – Credit & Collections

PEG Ghana Ltd
10.2018 - 04.2019
  • Led credit and collections team to achieve strongest-ever bad-debt portfolio performance, contributing to first EBIT-positive quarter in Q4 2018.
  • Led the digital transformation of Credit Operations by automating key workflows, including customer risk scoring and repayment reminders, which reduced manual processes and improved operational efficiency.
  • Spearheaded development and deployment of reporting dashboards and auto-dialer system, enhancing collection efficiency.
  • Championed the integration of digital payment platforms and mobile money reconciliation systems, significantly enhancing repayment convenience for customers, and accelerating cash collection cycles.
  • Engaged internal stakeholders and managed investor relations on credit issues, ensuring long-term profitability.
  • Formulated strategies to maximize collections and minimize defaults, maintaining overall credit health.
  • Utilized data analytics to refine credit strategies, ensuring timely interventions and improved collection rates.
  • Oversaw budget planning and resource allocation for various projects.
  • Recruited, trained, supervised, evaluated and mentored staff members.

Repayment Manager – Credit & Collections

PEG Ghana Ltd
12.2016 - 09.2018
  • Boosted average monthly reactivation rates by 12% through targeted engagement campaigns and strategic promotions.
  • Reduced new defaulter percentage per active base to less than 5% by enhancing communication strategies.
  • Increased first-month full payment rate from 64% to 72% through tailored repayment plans and incentives.
  • Accelerated collection speed to 78% by optimizing customer engagement timelines and implementing new processes.
  • Minimized churn risk by developing programs for regular customer interaction and satisfaction.
  • Maintained Portfolio-At-Risk metrics within acceptable levels through proactive monitoring of customer behavior.

Revenue Planning, Usage and Retention Manager – M-Commerce

Airtel Ghana Ltd
08.2014 - 06.2016
  • Achieved an average of 11% month-on-month growth in active unique subscribers for Airtel Money, driving significant increases in customer engagement and revenue.
  • Led efforts that grew the active subscriber base from 180K to 340K within six months by implementing location-specific initiatives and geo-marketing strategies.
  • Generated over 5% monthly revenue growth from Airtel Money recharges through the development and execution of targeted promotions and acquisition strategies.
  • Reduced churn rates within the Airtel Money segment by enhancing customer value propositions and improving service delivery, ensuring higher satisfaction and retention.
  • Collaborated with sales, marketing, and product teams to design and launch successful campaigns, ensuring alignment with overall business goals and maximizing operational efficiency.
  • Designed and rolled out a performance management regime that improved process efficiencies, monitoring systems, and escalation pathways, leading to better overall team performance.

Education

MBA - Project Management

Ghana Institute of Management and Public Administration
01.2018

Diploma - Business Administration

Institute of Commercial Management
01.2008

BSc - Computer Science

Kwame Nkrumah University of Science and Technology
01.2008

Skills

  • Customer value management
  • Strategic planning
  • Market research and analysis
  • Marketing strategy development
  • Revenue optimization
  • Cross-functional collaboration
  • Digital and fintech innovation
  • Budgeting and reporting processes
  • Stakeholder engagement strategies
  • Process optimization
  • Performance management
  • Leadership

Timeline

Head – Customer Value Management

Multichoice Ghana Ltd
05.2019 - Current

Director – Credit & Collections

PEG Ghana Ltd
10.2018 - 04.2019

Repayment Manager – Credit & Collections

PEG Ghana Ltd
12.2016 - 09.2018

Revenue Planning, Usage and Retention Manager – M-Commerce

Airtel Ghana Ltd
08.2014 - 06.2016

MBA - Project Management

Ghana Institute of Management and Public Administration

Diploma - Business Administration

Institute of Commercial Management

BSc - Computer Science

Kwame Nkrumah University of Science and Technology

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