Manager - Retention and Churn Management.Chief Operating Officer Office NG
MTN Group
Lagos
2d ago

Reports To : General Manager, Fixed Broadband Division : Fixed Broadband Description

  • Review market and internal conditions and contribute to the development of marketing strategies for consumer and business segments.
  • Develop detailed plans and programs to achieve set targets for profitability, revenue, value and market share, stir up preservation, etc in support of defined marketing strategies.
  • Implement strategy for market growth in conjunction with Segment Managers, Regional Marketing and other stakeholders.
  • Support the creation, of outbound and inbound marketing frameworks.
  • Assist with the definition and build of the customer decisioning logic / rules,
  • Responsible for cross-functional customer analytics with a focus on extraction, mining and model development to solve business problems, exploit value-driving opportunities and improve the overall customer knowledge.
  • Proactively identifies segment business opportunities through analytical interpretation of data / information and develop robust campaigns strategy with the aim of leveraging on the identified opportunities
  • Responsible for achieving customer and product churn targets by making continuous improvements to customer retention and win-back.
  • Responsible for driving fact-based customer analytics insights and their behaviour across the business and ensuring that each project delivers measured value
  • Manage the campaigns for outbound and inbound customer contact activity, based on the customer contact plan and requirements from Customer value management Base Marketing teams.
  • Ensure the effective management of the customer decisioning logic / rules
  • Manage the post-activity reports and in-depth performance evaluation to determine how existing decisioning rules can be enhanced to drive increased business benefits;
  • Prepare the detailed Monthly BTL Plans to be followed by the Campaign Management team. Report progress, risks and issues to be acted upon;
  • Implement customer contact rules and ensure compliance with MTN business strategy
  • Education :

  • First degree in any relevant discipline
  • Industry certification(s) and / or post-graduate / professional qualification(s) in a related field (an added advantage)
  • Experience : 6-13 years of experience comprising :

  • Manager track record of 3 years or more; with at least 3 years in relevant sector / industry
  • 4-6 years customer lifecycle management experience
  • 4 years’ experience in Telecoms marketing, strategy development and implementation
  • Expert knowledge of competitive environment, consumer trends and trade practices in the industry
  • Operational Research or demonstrable experience delivering a wide range of statistically based analytics.
  • Advanced applied statistical experience
  • A strategic and creative thinker capable of developing analytical programmes / solutions to address key business challenges or opportunities
  • Previous experience identifying and driving deployment of analytical collateral across a range of delivery channels and measuring their effectiveness
  • Strong communicator who can operate at all levels taking complex analysis, interpreting and communicating it appropriately to different audiences
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