Main Purpose: Perform analysis and manage the realization of fixed and new business objectives through provision of a core set of reports that measure and track performance of key KPI’s within the portfolio, ad hoc deep-dive analysis, development & enhancement of customer segmentation and provision of predictive models to improve proactive actions.

Main Job Functions:

Design, implement and manage the MTN Customer Development & Retention strategy, policies and objectives including driving proactive marketing initiatives aimed at saving at risk customers and bringing back churned customers for fixed internet and new business product and services
Provide input into the overall CVM fixed and new business strategy and budget by ensuring that incremental revenue and other nonfinancial KPI’s are aligned and support the overarching business goals/targets
Analyse fixed internet and new business product trends and highlight risky areas that may be developed further to increase customer retention, loyalty and revenue
Manage delivery of insight for customer base to the rest of the business, including actionable value- and needs-based segmentation linked with competitor intelligence, and market research
Analyse commercial impact for new business and fixed internet BTL programs on product penetration, ARPU and volume/value churn and conduct operational analysis of base to identify opportunities to apply products and tariffs to maximize value
Monitor campaign results, including compilation of periodical activity, budget compliance and feedback reports to design new value propositions
Evaluate customer propensities to respond to campaigns and forecast the impact of campaigns on customer usage and behaviour
Design and implement proactive and reactive retention plans and coordinate the design of relevant campaigns, collating inputs and requirements from segment managers
Review organizational Active base management and Customer lifecycle management activities and assist in recommending corrective actions as required
Ensure alignment of offers with customer value and segment characteristics and requirements
Report on results, including compilation of periodical base management activities, impact assessment and feedback reports
Identify trends pertaining to customer queries and needs and use this information to continually improve all aspects of service delivery within fixed internet and new business
Maximise customer lifetime value for MTN customers by driving usage and loyalty in line with MTN Uganda’s business objectives with the overall aim of reducing churn, increasing loyalty and tenure
Predictive churn modelling and proactive management of churn
Define the overall specifications of the end-to-end customer lifecycle management plan by segment, in coordination with key stakeholders
Drive the ROI of base management activities through ensuring the provision and continuous improvement of actionable insights, analysis, CVM reports/dashboards and models
Timely monitoring and reporting on the campaign impact and performance

Education:

Bachelor’s degree in information technology, actuarial science, computer science, Statistics or Business computing

Other Training:

Statistical analysis and machine learning model development
Business analysis and intelligence
Customer value management (customer analytics and campaign management)
Business management training
Performance Management
Advanced accounting training and statistical modeling

Experience:

At least 3 years’ experience in business analysis and financial modeling in the marketing environment
Proficiency in data analysis tools and languages (e.g SQL, Python, R)
Strong analytical thinking and problem-solving skills
Excellent communication skills with the ability to translate data insights into actionable recommendations
Detail-oriented and able to manage multiple data sources efficiently
Demonstrated leadership in predictive and heuristic modelling within a large organization

Knowledge, Skills and Competencies:

Results Achiever - Produces sustainable commercial results through ethical practices
Operationally Astute - Sets priorities, plans, organizes and co-ordinates work to deliver the highest commercial returns
Ability to Translate commercial objectives to technical terms for ensuring underlying system readiness
Strong Strategic and Analytical Thinking
Strong Knowledge in Campaign Management and CRM tools (Flytxt is an added advantage)
Advanced statistical software skills (SQL, Python, R, etc)
Advanced use of Excel (Excel, VBA for Excel, etc)
Business and strategic acumen

Female applicants are strongly encouraged to apply.

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Senior Analyst - Customer Value Management.Marketing

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