Summary
Date Posted: Friday, February 23 2024, Base Salary: Not Disclosed

JOB DETAILS:
Main Purpose:
Planning, building, maintaining, commercializing, and implementing predictive and segmentation models spanning prepaid, and enterprise bases.

Main Job Functions:
• Perform churn analysis & propose actions to reduce overall and product churn.
• Data Collection and Analysis: Collect and analyze customer data, including usage patterns and customer health metrics, to identify trends and insights that inform decision-making.
• KPI Monitoring: Develop and maintain key performance indicators (KPIs) to track and measure customer health. Generate regular reports and share insights with stakeholders.
• Customer Segmentation: Segment customers based on various criteria such as product usage, activity, and feedback to tailor engagement strategies and support initiatives that will accelerate revenue and stickiness.
• Predictive analysis: Utilize predictive analytics models to forecast customer behavior, identify potential churn risks, and recommend proactive measures to mitigate them.
• Customer feedback: Analyze customer feedback and survey responses to gain insights into satisfaction levels and areas for improvement. Translate feedback into actionable strategies.
• Product adoption analysis: Assess product adoption rates and identify opportunities to improve user onboarding and future utilization through data-driven recommendations.
• Cross functional collaboration: Collaborate closely with other stakeholders like, Sales, Marketing, and enterprise and mobile money teams to share insights and influence strategies for enhancing customer retention.
• Automation and tools: Implement and maintain data automation processes and tools to streamline campaigns and reporting.
• Continuous Improvement: Stay updated on industry trends and best practices in base management analytics to continuously improve our approach.

Managerial / Supervisory Responsibilities
• Have the self-insight and flexibility to adapt to different situations.
• Communicate actively and effectively resolving any potential conflicts that may arise.
• Employee relations and collaborative teamwork
• Manage contributions and expectations of external service providers and stakeholders.
• Ensure ongoing liaison with other areas of the business.
• Review performance management, evaluating, assessing, and tracking performance to ensure that objectives and targets are achieved.
• Communicate actively to effectively resolve any potential conflicts that may arise.
• Have the self-insight and flexibility to adapt to different situations.
• Live the MTN Brand values –influence employees’ behavior.
• Influence other stakeholders to achieve the business objectives of the channel.

Creativities (improvement/innovation inherent)
• Suggests concrete ways to improve productivity and improve resource utilization.
• Strive to automate processes and procedures wherever possible.
• Apply market research in an optimal way to continually improve processes and procedures.
• Communicate results and recommendations to the relevant areas of the business to build a competitive advantage.
• Recommend creative and innovative solutions to enhance MTN performance.
• Establish sound relationships with service providers and vendors and business segments.
• Encourage continuous service improvement.
• Implement cost-saving activities.

Vulnerabilities (controlspan)
• Business expectations vs. the delivery reality
• Data integrity
• Poor customer service will impact negatively on revenue.
• Speed to market
• Limited resources
• Evolution of technology
• Legislative changes
• Reliance on the stability and availability of systems
• Non-achievement of turnaround times
• Inappropriate processes resulting in delayed service to clients.

Education
• Bachelor’s degree preferably in mathematics, Actuarial Science, Economics, Information Technology, Statistics, Business computing or Commerce
• Postgraduate qualification in Marketing or Business Administration will be an added advantage

Other Training:
• Data Science, Machine Learning, Data Analysis and Visualization
• Computer Science, Software Engineering, Statistics and Applied Mathematics
• Systems design and testing
• Big Data technologies
• Data Warehousing
• Customer Value Management,

Work Experience
• At least 2 years’ experience in business analysis and financial modeling in the marketing environment.
• Proven experience in data analysis and reporting, with a focus on customer value management.
• 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.
• Telecommunication experience is an added advantage.

Knowledge:
• Expertise in customer data, information systems, data warehouses, data marts, business intelligence software and systems
• CVM methodology, principles, capabilities, and techniques.
• Business Analysis and Data Management
• Statistical modeling and multivariate analysis
• Segmentation techniques
• Scoring techniques
• Data Quality analysis
• Algorithm Knowledge
• Data mining and predictive analytics
• Reporting and performance analysis
• Knowledge of local markets, including market trends
• Business Performance Measurement & Management
• Business and financial planning

Attributes and Skills Necessary Skills:
• 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
• Strong interpersonal, negotiation skill and conflict management skill

Behavior Attributes
• High performing individual with strong standing to be perceived as peer for senior management.
• Ability to support overall campaign management design.
• High level of energy and creativity, willingness to go the extra mile.
• Open and trustworthy personality and strong relationship building
• Strong sense of professionalism and integrity
• Highly driven and motivated individual, with strong personal presence, integrity and resilience
• Effective Communication
• Planning and organization
• Results orientated.
• Team player
• Composed and confident
• Focused and priority driven.
• Customer centricity
• Pressure tolerance
• Consultative
• Alert to environment changes and trends
• Balances personal life with work



Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure

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