Manager - CVM Analytics.Marketing NG at MTN Nigeria

Job Identification
1748
Job Category
MTN Level 3

Job Description

• Reports To: Senior Manager - CVM Analytics and Insight

Description

• Provide proactive insights to address customer behavior associated with customer identification attraction, retention and customer developments
• Provide detailed granular insights (network, customer behavior, channel, competition etc.) on regional, territory & cluster performance; identifying growth opportunities, root causes, risks and tactical initiatives to improve performance 
• Drive micro market stimulation & address location-based competitor offers by working with the CVM, Sales, Network & Segment teams to drive geographic BTL offers for optimal incremental revenue, improved Network QoS, on-ground activities and one-on-one customer engagement initiatives to drive regional performance
• Support CVM, Product Managers and Segment Managers with analytics & product monitoring reports
• Gather requirements and respond to stakeholder requests to ensure the team backlog is focused on impactful work
• Identify coverage risks and opportunities (i.e. in terms of churn and acquisition potential) and define strategic targets for Network Coverage optimization around costs, coverage quality needs, market opportunities and customer
• Secure successful implementation of key transversal location/geo-based projects and initiatives across MTNN
• Interprete the customer base marketing strategy to identify, plan and implement/build the analytical capabilities required to deliver the CVM base management strategy
• Ensure timely base management reporting and visualization 
• Drive the ROI of base management activity through ensuring the provision and continuous improvement of actionable insights, analyses, CVM reports and dashboards
• Manage delivery of insight for the customer base to the rest of the business, including actionable value- and needs-based segmentation and predictive models, linked with competitor intelligence, and market research.
• Analyze commercial impact of BTL programs on product penetration, ARPU and volume/ value churn. Operational analysis of base to identify opportunities to apply products and tariffs to maximize lifetime value.
• Ensure that the base analytics team has the appropriate level of customer data (quality, breadth and recency), along with the required application toolset, to perform their base analytics responsibilities.
• Develop & Implement models alongside with reporting templates & working flow for standard/ad-hoc requests such as Customer Behavior/CxO Reports/Churn/VLR/GEM etc.
• Create an environment that enables innovation for direct subordinates and across cross-functional teams
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules

Education:

• First degree or equivalent qualification, preferably with analytical focus, marketing or commercial subjects
• Industry certification(s) and/or post-graduate/professional qualification(s) in a related field (an added advantage)
• Fluent in English

Experience:

• 6 - 13 years’ experience which includes:
• 4 years’ experience in the telecoms industry with at least 2 years in supervisory role
• Experience leveraging analytical tools including SQL, python, R, Power-BI to build analytics product and perform analysis
• Experience reviewing code for analytics models and providing recommendations for performance improvement
• Experience presenting to and communicating with senior leadership teams to influence product direction and strategy
• Experience in applying various quantitative techniques to address business problems
• Strong leadership abilities, business acumen and stakeholder management
• Experience in CVM methodology, principles, capabilities, and techniques
• Demonstrated leadership of an established and successful CVM function within MTN or another operator recognized as a leader in CVM
• Demonstrated ability to influence management level staff in group and 1:1 situations
• Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level
• Experience with research- and analytics-driven quantitative pricing techniques (e.g. choice modelling)