MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.

Main Purpose:

To perform analysis and manage the realization of base management objectives through provision of a core set of reports that measure and track base management activities, deep-dive analysis, development & enhancement of segmentation and predictive models, specifically churn, propensity and other models.

Job Title: Senior Analyst – Customer Value Management

Reports to: Senior Manager – Customer Value Management

No. of Vacancies: 1

Main Job Functions:

Strategic input

Develop CVM roadmap with detailed plans to grow incremental revenue and increase adoption of other GSM and mobile money products.

Design, develop and implement the long-term strategy for Customer Management and ensure alignment of all customer retention and development activities.

Provide input into the overall CVM business strategy and budget by ensuring that incremental revenue and other none financial KPI’s are aligned and supporting of the overarching business goals.

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.

Analyze trends and highlight risk areas that may be developed further to increase customer retention and loyalty

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.

Forecast, plan, develop and review budget for the unit that provides MTN with return on investment

Customer Retention and Development

Analyze commercial impact of 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 behavior

Design and implement proactive and reactive retention plans and coordinate the design of relevant campaigns, collating inputs and requirements from segment managers

Design MTN Uganda’s proactive and reactive active base and churn management activities and coordinate the design and implementation of relevant campaigns

Lead the planning of proactive and reactive customer lifecycle management and active base management actions and offers

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

Manage the development of campaign management tools and models to predict customer behaviour, e.g. evaluate customer propensities to churn and to adhere to retention campaigns

Lead the implementation of proactive and reactive customer lifecycle management and active base management actions and offers

Base Management and Customer Experience

Identify trends pertaining to customer queries and needs and use this information to continually improve all aspects of service delivery

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

Application of Advanced Analytics and machine learning models and tools to ensure targeted campaign implementation

Lead the planning of proactive and reactive customer lifecycle management and active base management actions and offers

To manage CVM programme to create sustainable, profitable market value and volume growth across all MTN customer segments and achieve competitive differentiation thereby driving Loyalty and affinity.

Developing relevant segment based campaigns on the loyalty programme and managing targeted customer communications throughout the Segment Customer lifecycle.

Define the overall specifications of the end-to-end customer lifecycle management plan by segment, in coordination with key stakeholders

Implementation of multiple campaigns in a structured manner into the base as defined by the campaign design framework

Monitoring of results for each campaign against the plan.

Optimization of the implementation process together with IT and BI as it relates to the timeous availability of data and offers

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

Development of the business requirements to enable an operational process for the effective execution of multiple campaigns across multiple dimensions. This will include the effective implementation of the required processes across different business areas that will deliver on these business requirements.

Develop tools and models to manage and monitor customer propensity to churn and customer price siensitivity

Operational Planning and Implementation of Retention & Development Portfolio

Provide input into proposition development process through engagement with product owners and provide technical advice on the Base management implications for regarding prioritization of specific initiatives

Prepare and present Customer Retention& Development plans across segments

Translate the Customer development and retention strategy into operational implementation plans, and drive proactive execution of relevant campaigns

Align operational customer development and retentions targets to business strategy/plan

Consider the impact of solutions on other areas of the business, as well as the interdependency of units

Drive best practice, continuous improvement and innovation at process and procedure level within the Retention & Development portfolio

Construct, implement / fine-tune methods, processes / systems to enhance effectiveness / meet organizational goals

Consider local conditions, as well as competitor activities to create competitive advantage targeted at key customer segments

Identify and exploit new opportunities to grow the business further

Ensure communication and awareness of Customer development and retention strategies and objectives both internally and externally through a comprehensive, segmented, communication and contact strategy aligned to customer lifecycle management

Work closely with the IT and BI team to develop effective reporting capabilities and processes

Report regularly on the results and impact of CVM campaigns and initiatives

Consider market conditions, as well as competitor activity to create competitive advantage

Budget Management

Forecast, plan, develop and review budget for the unit that provides MTN with return on investment

Monitor costs and determine initiatives to optimize resources. Ensure cost effectiveness by maximizing cost/benefit ratios

Identify ways to reduce expenditure and opportunities to generate additional revenue

Management of interventions related to achieving budgeted customer (financial and none financial) numbers

Perform channel mix optimization for base development & retention activities, optimize channel execution by setting volume and value targets based on the approved budgets

• Develop CVM roadmap with detailed plans to grow incremental revenue and increase adoption of other GSM and mobile money products.
• Design, develop and implement the long-term strategy for Customer Management and ensure alignment of all customer retention and development activities.
• Provide input into the overall CVM business strategy and budget by ensuring that incremental revenue and other none financial KPI’s are aligned and supporting of the overarching business goals.
• 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.
• Analyze trends and highlight risk areas that may be developed further to increase customer retention and loyalty
• 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.
• Forecast, plan, develop and review budget for the unit that provides MTN with return on investment
• Analyze commercial impact of 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 behavior
• Design and implement proactive and reactive retention plans and coordinate the design of relevant campaigns, collating inputs and requirements from segment managers
• Design MTN Uganda’s proactive and reactive active base and churn management activities and coordinate the design and implementation of relevant campaigns
• Lead the planning of proactive and reactive customer lifecycle management and active base management actions and offers
• 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
• Manage the development of campaign management tools and models to predict customer behaviour, e.g. evaluate customer propensities to churn and to adhere to retention campaigns
• Lead the implementation of proactive and reactive customer lifecycle management and active base management actions and offers
• Identify trends pertaining to customer queries and needs and use this information to continually improve all aspects of service delivery
• 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
• Application of Advanced Analytics and machine learning models and tools to ensure targeted campaign implementation
• To manage CVM programme to create sustainable, profitable market value and volume growth across all MTN customer segments and achieve competitive differentiation thereby driving Loyalty and affinity.
• Developing relevant segment based campaigns on the loyalty programme and managing targeted customer communications throughout the Segment Customer lifecycle.
• Define the overall specifications of the end-to-end customer lifecycle management plan by segment, in coordination with key stakeholders
• Implementation of multiple campaigns in a structured manner into the base as defined by the campaign design framework
• Monitoring of results for each campaign against the plan.
• Optimization of the implementation process together with IT and BI as it relates to the timeous availability of data and offers
• 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
• Development of the business requirements to enable an operational process for the effective execution of multiple campaigns across multiple dimensions. This will include the effective implementation of the required processes across different business areas that will deliver on these business requirements.
• Develop tools and models to manage and monitor customer propensity to churn and customer price siensitivity
• Provide input into proposition development process through engagement with product owners and provide technical advice on the Base management implications for regarding prioritization of specific initiatives
• Prepare and present Customer Retention& Development plans across segments
• Translate the Customer development and retention strategy into operational implementation plans, and drive proactive execution of relevant campaigns
• Align operational customer development and retentions targets to business strategy/plan
• Consider the impact of solutions on other areas of the business, as well as the interdependency of units
• Drive best practice, continuous improvement and innovation at process and procedure level within the Retention & Development portfolio
• Construct, implement / fine-tune methods, processes / systems to enhance effectiveness / meet organizational goals
• Consider local conditions, as well as competitor activities to create competitive advantage targeted at key customer segments
• Identify and exploit new opportunities to grow the business further
• Ensure communication and awareness of Customer development and retention strategies and objectives both internally and externally through a comprehensive, segmented, communication and contact strategy aligned to customer lifecycle management
• Work closely with the IT and BI team to develop effective reporting capabilities and processes
• Report regularly on the results and impact of CVM campaigns and initiatives
• Consider market conditions, as well as competitor activity to create competitive advantage
• Forecast, plan, develop and review budget for the unit that provides MTN with return on investment
• Monitor costs and determine initiatives to optimize resources. Ensure cost effectiveness by maximizing cost/benefit ratios
• Identify ways to reduce expenditure and opportunities to generate additional revenue
• Management of interventions related to achieving budgeted customer (financial and none financial) numbers
• Perform channel mix optimization for base development & retention activities, optimize channel execution by setting volume and value targets based on the approved budgets