Job Description
Mission / Core purpose of the Job
- To lead and manage the strategy, execution, and performance of customer retention and upgrade programs across the postpaid & residential base.
- The role focuses on reducing churn, increasing customer lifetime value, and driving revenue growth through proactive and reactive retention strategies and seamless upgrade journeys.
- Ensure efficient management of base leads.
Retention Strategy & Execution:
- Develop and implement proactive and reactive retention strategies using predictive analytics, customer insights, and commercial levers.
Upgrade Program Management:
- Design and manage upgrade journeys to drive handset renewal, upsell opportunities, and customer satisfaction across various sales channels
Churn Management:
- Monitor churn trends (voluntary and involuntary churn) and implement targeted interventions to reduce customer attrition.
Saves Desk Oversight:
- Lead internal and partner saves desk operations, ensuring high conversion rates and best-in-class customer experience.
Campaign Management:
- Collaborate with CVM and marketing teams to launch BTL campaigns aimed at migrations (legacy and in-life),retention and upgrade conversion.
Customer Insights & Analytics:
- Use data models and segmentation to identify at-risk customers and tailor retention offers accordingly.
Cross-functional Collaboration:
- Work closely with product, sales, credit mgt and customer care teams to align retention and upgrade strategies with business goals.
Performance Reporting:
- Track KPIs such as churn rate, upgrade conversion, NPS, and revenue impact. Provide regular performance updates and insights.
Responsibilities
Context:
- Enable the customer base management strategy and campaign roadmap by performing deep base analytics, identifying commercial opportunities which supports the overall CVM and Segment strategy by increasing offer relevance and revenue uplift. Translate the opportunities into private offerings. Operationally manage lead allocation into the technical environment, the automation of campaigns and analysis.
Key Performance Areas:
Strategy
- Enable the customer base management strategy and campaign roadmap by performing deep base analytics, identifying commercial opportunities which supports the overall CVM strategy and Segment by increasing offer relevance and revenue uplift.
- Ensure efficient management of base leads, by considering commercial return from initiatives as well as optimised communication method.
- Translate the opportunities into private offerings.
- Operationally manage lead allocation into the technical environment, the automation of campaigns and analysis.
Delivery
- Specify and create base KPIs to report and monitor base performance
- Generate campaign performance reports
- Create and maintain a base lead
- Create and maintain a communication strategy
- Business case development to determine the commercial opportunity of initiatives
- Integration of base analysis into subscriber & NBX models
- Integration of initiatives into consumer lifecycle journeys
Capability
- Create and maintain a base lead and communication strategy roadmap
- Automation of logical rule-set
- Integration of base analysis into subscriber models & NBX models
- Integration of initiatives into consumer lifecycle journeys
- BI and data management capability
- Product and churn propensity modelling and forecasting
Supervisory / Leadership / Managerial Complexity:
- 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
- Build and enforce a customer centric approach
- 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’ behaviour
- Influence other stakeholders to achieve the business objectives of the channel
- Role Complexity: Financial (limits/mandates etc.)
- Project delivered within set budgets
- Non-financial (customers/staff etc.)
- External vendor/partner management
- Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Brand & Communications,
- Finance and Technology)
Lateral Dimensions:
- Creativities (improvement/innovation inherent)
- Suggests concrete ways to improve productivity, and improve resource utilisation
- 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 (control span)
- 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
Collaboration:
Responsibility towards:
- Non-financial (customers/staff etc.)
- External vendor/partner management
- Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)
Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgment.
Independent thought and Judgment:
- Objectives set for teams
- Strategic input to the teams
- Dissemination of information
- Monitoring of compliance, performance and efficiency
- Budget compliance
- Resource allocation
- System, process and procedure fine-tuning and development to achieve business objectives
- Decision-making that is effective and responsible for profit and customer and business sustainability and growth
- Make decisions to drive immediate response times
- Use information to drive in-built excellence
Authorities:
- As per delegation of authority
Qualifications
Minimum Requirements
Education:
- Diploma, university degree or equivalent qualification in mathematics, engineering, statistics, economics, econometrics or any other commercial or science degree
Competencies
Head - Big Picture Focus (20)
- Strategy Implementers - Ensures execution of strategies through creating and implementing tactical plans for others to follow
- Decisive Problem Solver - Has the mental agility to identify business challenges and explore effective solutions through effective influencing
- Best Practice Value Creator - Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings
Heart – Emotionally Intelligent (30)
- Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
- Guiding People Manager - Is self-aware and guides team capability development through opportunity creation for realising potential
- Relationship Builder - Builds relationships across the business in order to influence decision-makers and build team credibility Hands – Results
Focused (40)
- 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
General working conditions (e.g. shift work, driver’s license, specific tools, special clothing, environmental requirements, etc.)
- Flexible working hours
- Flexibility to travel (local / international)
- Attending functions after hours
- Pressure to meet tight deadlines
- Working in a dynamic and open plan environment
KPA Quality Standards
- Delivery, implementation and enhancement of subscriber/account contact strategy
- Delivery, implementation and enhancement of subscriber/account understanding via base reporting
Apply Before: 06/27/2025
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