Analyst - Customer Value (Outbound) at T2 (Formerly 9Mobile)

Job Summary
Assist in the development, implementation and measurement of customer retention and customer life-cycle management programmes and campaigns through outbound channels aimed at reducing churn and increasing usage across the value bands on the network

Principal Functions

• Develop, implement and measure pro-active and re-active retention programmes to attain and exceed churn targets
• Monitor customers' movements daily across various services such as easylife and homezone with a pro-active usage enhancement campaign aimed at addressing any noticeable decline in various product baskets
• Constantly evaluate churn metrics to immediately implement remedies and improve on campaign business rules when necessary
• Develop other customer lifecycle programmes including win-back and loyalty programmes while maximizing the outbound channels
• Anticipate and identify customer needs and dissatisfaction issues in order to aid pro-active customer engagement
• Analyze outbound campaign results and propose recommendations to the business base on campaign performance and evaluation
• Perform any other duties as may be assigned by the Manager, Campaign Management

Educational Requirements

• First degree or equivalent in a relevant discipline

Experience, Skills & Competencies

• Between one (1) and two (2) years directly relevant post-NYSC work experience within telecoms business environment
• Expert knowledge of competitive environment.
• Consumer trends and trade practices in the industry.
• Knowledge of campaign management solution within telecoms industry.
• Demonstrable data-mining and analytical skills.
• Excellent understanding of customer data analysis, propensity modeling and segmentation techniques.