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Senior Analyst - Customer Value Management.Marketing

MTN EXTERNAL22 open roles

Where
Uganda
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Your applicationOpen nowSenior Analyst - Customer Value Management.MarketingMTN EXTERNAL · Uganda

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The clock on this job

Early applications get read.

13.7% of postings close within 7 days. Measured by our own scanner across the market. MTN EXTERNAL postings stay open a median of 8 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.8%3 days
  3. 13.7%7 days
  4. 22.1%14 days
  5. 37.6%30 days
  6. 59.1%60 days
This job: posted today

MTN EXTERNAL median: 8 days open

The posting

Job Description

Main Purpose:

To perform analysis and manage the realization of fixed and new business objectives through provision of a core set of reports that measure and track performance of key KPI’s within the portfolio, ad hoc deep-dive analysis, development & enhancement of customer segmentation and provision of predictive models to improve proactive actions.

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

Job Title: Senior Analyst - Customer value management (Growth & New Business)

Reports to: Senior Manager – Customer value management.

No. of Vacancies: 1

Main Job Functions:

 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 for fixed internet and new business product and services.  Provide input into the overall CVM fixed and new business strategy and budget by ensuring that incremental revenue and other nonfinancial KPI’s are aligned and support the overarching business goals/targets.  Analyse fixed internet and new business product trends and highlight risky areas that may be developed further to increase customer retention, loyalty and revenue.  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.  Analyse commercial impact for new business and fixed internet 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 behaviour.  Design and implement proactive and reactive retention plans and coordinate the design of relevant campaigns, collating inputs and requirements from segment managers.  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.  Identify trends pertaining to customer queries and needs and use this information to continually improve all aspects of service delivery within fixed internet and new business.  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  Define the overall specifications of the end-to-end customer lifecycle management plan by segment, in coordination with key stakeholders.  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.

Education

  • A bachelor’s degree in information technology, actuarial science, computer science, Statistics or Business computing

Other Training:

  • Statistical analysis and machine learning model development
  • Business analysis and intelligence
  • Customer value management (customer analytics and campaign management)
  • Business management training. Performance Management.
  • Advanced accounting training and statistical modeling

Experience:

  • At least 3 years’ experience in business analysis and financial modeling in the marketing environment.
  • Proficiency in data analysis tools and languages (e.g SQL, Python, R).
  • Strong analytical thinking and problem-solving skills.
  • Excellent communication skills with the ability to translate data insights into actionable recommendations.
  • Detail-oriented and able to manage multiple data sources efficiently.
  • Demonstrated leadership in predictive and heuristic modelling within a large organization.

Knowledge, skills and competencies

  • Results Achiever - Produces sustainable commercial results through ethical practices.
  • Operationally Astute - Sets priorities, plans, organizes and co-ordinates work to deliver the highest commercial returns.
  • Ability to Translate commercial objectives to technical terms for ensuring underlying system readiness.
  • Strong Strategic and Analytical Thinking
  • Strong Knowledge in Campaign Management and CRM tools (Flytxt is an added advantage)
  • Advanced statistical software skills (SQL, Python, R, etc)
  • Advanced use of Excel (Excel, VBA for Excel, etc)
  • Business and strategic acumen

Female applicants are strongly encouraged to apply.

In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.

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