Head of Corporate Communications and Marketing (Telecom Experience Only) at Careers Verified

The Head of Corporate Communications and Marketing will lead the customer care strategy, operations, and analytics to drive cooperate communications, reduce churn, and improve retention. Acting as a deputy to the Head of Marketing, this role requires deep product knowledge, strong analytical skills, and the ability to design and execute win-back initiatives.

Key Responsibilities:

Churn & Retention Management

• Analyze churn drivers and design proactive retention strategies.
• Create win-back campaigns for lapsed and at-risk customers.
• Collaborate with marketing to align retention and acquisition strategies.

Product & Customer Insights

• Build deep understanding of company products, services, and value propositions.
• Translate customer feedback into product improvements and service enhancements.

Data & Analysis

• Develop dashboards, reports, and forecasts using Excel and other BI tools.
• Track KPIs such as churn rate, NPS, FCR (First Contact Resolution), AHT (Average Handling Time), and retention rate.
• Present actionable insights to senior management for decision-making.

Team Management & Collaboration

• Lead and mentor customer care managers and agents, building a high-performance culture.
• Work closely with marketing, sales, product, and technology teams to ensure seamless customer experience.

Key Requirements:

• Bachelor’s degree in Business, Marketing, Communications, or related field (MBA is a plus).
• 8–10 years’ experience in telecoms/ISP, with at least 3 years in a senior customer care/retention leadership role.
• Proven track record in managing churn, designing win-back strategies, and improving customer experience.
• Strong product knowledge in telecoms/data/ISP services.
• Excellent analytical skills, with advanced proficiency in MS Excel (pivot tables, VLOOKUP, dashboards, modeling); knowledge of SQL/Power BI/Tableau is a plus.
• Strong leadership, communication, and stakeholder management skills.
• Previous experience in Big 4 MNOs (MTN, Airtel, Glo, 9mobile) or leading ISPs (e.g., SWIFT, Smile) preferred.