MTN Uganda Jobs – Customer Value Management Analyst
Job Title: Customer Value Management Analyst
Organisation: MTN-Uganda
Duty Station: Kampala, Uganda
Reports to: Senior Manager Customer Value Management & Loyalty
About US:
MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary: The Customer Value Management Analyst will support and implement Customer Value Management initiatives, campaigns, and projects for Consumer within the Marketing environment. Co-ordinate with business owners to implement ongoing campaigns using customer intelligence to execute end-to-end (plan, test, execute, measure and refine) programs to deliver increased customer value and retentions.
Key Duties and Responsibilities:
- Drive development of predictive & Propensity models (e.g. Churn Prediction model, Next Best Action model, Market Basket analysis) to leverage existing information assets for optimal Marketing activity.
- Lead the implementation of the CVM roadmap and process
- Implement the campaign marketing functional paradigm (campaign planning, campaign design, testing, execution, offer management, promotion history, contact management, response tracking and reporting)
- Designing and developing analytical models and their optimization
- Build business cases for new developments and promotional CVM campaign portfolios
- Drive analytics to come up with new ideas for promotions and campaigns to change the current behavior by ensuring usage uplift and upgrading packages.
- Track CVM activities performance & execution on daily basis (uptake, Revenues) against roadmap
- Find innovative and new ways of offers and execution and proactively develop initiatives to close any gaps against plan
- Maintain an update framework and campaign calendar reflecting the phasing of prioritized campaigns throughout the year, and which serves as a roadmap for detailed activity planning per customer life cycle stage
- Develop and maintain a dashboard linking customer lifecycle stage, related campaigns performance to overall revenues and subscribers
- Responsible for preparing and getting approval of the CVM campaigns documents (concept documentation sign off, campaign brief, UAT document etc.) prior to launch
- Work closely with functional teams and technology vendors to check the completeness of the weekly roadmap
- Contribute to the monthly reporting process and output destined for senior and executive management
- Work closely with the BI and IT team to develop effective reporting capabilities and processes for customer value campaigns
- Interpret the customer base marketing strategy to identify, plan and implement/build the analytical capabilities required to deliver the CVM base management strategy.
- Drive the ROI of base management activity through ensuring the provision and continuous improvement of actionable insights, analyses, CVM reports and dashboards and propensity models.
- Lead the definition, build and management of customer base management business rules for outbound and inbound customer contact activity based on the customer contact strategy.
- Accountable for control group approach and adherences to defined contact strategy and ensure that CVM output can be measured and to reported upon.
- 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
Qualifications, Skills and Experience:
- The ideal applicant for the MTN Uganda Customer Value Management Analyst job must hold a Bachelor’s degree preferably in marketing, Economics, Information Technology, Statistics, Business computing or Commerce
- Five years of experience in business analysis and financial modeling in the marketing environment.
- Proficient with statistical applications such as SPSS, EPINFO
- Proficient with MS Office application especially Excel and Power Point
- Commercial experience and understanding (Ability to deliver commercial value)
- Ability to execute in a dynamic environment
- Experience in market basket Analysis, Value management or customer retention and loyalty
- Knowledge of Pricing methodology, pricing sensitivity, marginal analysis & cost analysis
- Knowledge of Consumer behavior and segmentation
- Prior experience in marketing analytics for telecommunications or banking industry is desirable
- Strong financial management experience
- Highly proficient in all MS Office applications: Word, Excel, PowerPoint and database experience
- 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
- 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
How to Apply:
All Interested candidates should email their Job Applications with detailed CVs, certified copies of academic certificates (originals are to be presented at the interview), recent pay-slip and copy of driving permit to ugrecruitment.UG@mtn.com. Please use this format in the Subject Line i.e. Customer Value Management Analyst – Surname First Name-current Dept.
NB: Please note that presentation of false academic documents and certification will lead to criminal prosecution. Only successful candidates will be contacted. MTN Uganda is an equal opportunity Employer.
Deadline: 27th November 2019.
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