Manager - Retention and Churn Management, Chief Operating Officer Office at MTN Nigeria

Job Identification: 1059
Location: Ikoyi, Lagos State
Job Category: MTN Level 3
Job Schedule: Full time
Reports To: General Manager, Fixed Broadband 
Division: Fixed Broadband

Description

• Review market and internal conditions and contribute to the development of marketing strategies for consumer and business segments.
• Develop detailed plans and programs to achieve set targets for profitability, revenue, value and market share, stir up preservation, etc in support of defined marketing strategies. 
• Implement strategy for market growth in conjunction with Segment Managers, Regional Marketing and other stakeholders.
• Support the creation, of outbound and inbound marketing frameworks. 
• Assist with the definition and build of the customer decisioning logic/rules,
• Responsible for cross-functional customer analytics with a focus on extraction, mining and model development to solve business problems, exploit value-driving opportunities and improve the overall customer knowledge. 
• Proactively identifies segment business opportunities through analytical interpretation of data /information and develop robust campaigns strategy with the aim of leveraging on the identified opportunities.
• Responsible for achieving customer and product churn targets by making continuous improvements to customer retention and win-back. 
• Responsible for driving fact-based customer analytics insights and their behaviour across the business and ensuring that each project delivers measured value.
• Manage the campaigns for outbound and inbound customer contact activity, based on the customer contact plan and requirements from Customer value management Base Marketing teams.
• Ensure the effective management of the customer decisioning logic/rules
• Manage the post-activity reports and in-depth performance evaluation to determine how existing decisioning rules can be enhanced to drive increased business benefits;
• Prepare the detailed Monthly BTL Plans to be followed by the Campaign Management team.
• Report progress, risks and issues to be acted upon;
• Implement customer contact rules and ensure compliance with MTN business strategy.

Education

• First Degree in any relevant discipline.
• Industry certification(s) and/or post-graduate/professional qualification(s) in a related field (an added advantage).

Experience:
6 - 13 years of experience comprising:

• Manager track record of 3 years or more; with at least 3 years in relevant sector/ industry 
• 4 - 6 years customer lifecycle management experience 
• 4 years’ experience in Telecoms marketing, strategy development and implementation
• Expert knowledge of competitive environment, consumer trends and trade practices in the industry
• Operational Research or demonstrable experience delivering a wide range of statistically based analytics. 
• Advanced applied statistical experience
• A strategic and creative thinker capable of developing analytical programmes/solutions to address key business challenges or opportunities
• Previous experience identifying and driving deployment of analytical collateral across a range of delivery channels and measuring their effectiveness
• Strong communicator who can operate at all levels taking complex analysis, interpreting and communicating it appropriately to different audiences