Division: Marketing Division
Department: Customer Value Management
Location: Accra
Position: Specialist: Churn, Retention & Loyalty analysis
Level: MTN Level 2
Reports to: Senior Manager, Customer Value Management

Job Summary:

Build deep base understanding on subscriber loyalty behaviour, spanning across enterprise postpaid, prepaid and consumer postpaid. Translate findings into commercial opportunities to grow subscriber retention, curb churn and support a loyalty program.
Enable the customer base management strategy and campaign roadmap by performing deep base analytics on subscriber churn and retention trends, identifying commercial opportunities which support the overall CVM strategy and P&L. Feedback deal construct requirements, competitor and loyalty program performance to the Manager: Customer Segmentation & Propensity Modelling and Manager: Customer Insight Base Distribution & Lead generation

Job Role Key Tasks:

• Enable the customer base management strategy and campaign roadmap by performing deep base analytics on subscriber churn and retention trends, identifying commercial opportunities which support the overall CVM strategy and P&L.
• Feedback deal construct requirements, competitor and loyalty program performance to the Manager: Customer Segmentation & Propensity Modelling and Manager: Customer Insight Base Distribution & Lead generation.
• Support analysis to build and refine a subscriber loyalty program
• Create and maintain a loyalty tracker, measuring and forecasting churn and retention rates against targets
• Perform monthly deep dives on base loyalty to understand emerging subscriber trends
• Establish governance on postpaid CVM deal creation for retentions and savings
• Evaluate 100% of postpaid saves and retention campaigns’ effectiveness to find opportunities to refine offerings
• Automation of loyalty tracker
• Support CVM target setting on churn and retention
• Support the integration of call centre feedback on churn and retention initiatives into Flytxt
• Automation of loyalty tracker
• Support the integration of call centre feedback on churn and retention initiatives into Flytxt

Qualification Required & Experience

• University degree or equivalent qualification in mathematics, engineering, statistics, economics, econometrics or any other commercial or science degree

Experience

• Min 2 years of relevant work experience

Competencies

Technical Competence

• Demonstrated ability in base analytics within a large organisation
• Experience in subscriber churn analysis
• Commercially astute
• Prior experience in loyalty program analysis (preferred)
• Prior experience of mobile industry (preferred)
• Demonstrated ability to influence management level staff in group and 1:1 situations
• Demonstrated ability to create structure within an unstructured environment
• Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level

Location: Accra

How To Apply For The Job

Interested and qualified applicants should send their Curriculum Vitae by June 8th, 2018 to:

MTNGhanaRecruitment@mtn.com

Kindly indicate the Position in the subject and note that only shortlisted applicants will be contacted.

Closing Date: 08 June, 2018