Senior Analyst - Customer Value Management.Marketing

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.