Job Description
Mission/ Core purpose of the Job
- Build deep base understanding on subscriber behaviour, spanning across consumer postpaid.
- Translate findings into commercial opportunities to grow subscriber retention, curb churn and drive customer loyalty.
Responsibilities
Context:
- Enable the customer churn management strategy and churn reduction initiatives by performing customer segmentation, credit analytics and identifying commercial opportunities which support the overall CVM strategy and P&L.
- Feedback proposition/campaign construct requirements & initiatives to the Senior Manager.
Key Performance Areas:
Strategy
- Enable the customer churn management strategy and churn reduction initiatives by performing customer segmentation and identifying commercial opportunities which support the overall CVM strategy and P&L. Feedback proposition/campaign construct requirements & initiatives to the Senior Manager.
Delivery
- Retentions campaign design, execution, tracking and monitoring
- Support analysis to build and refine a subscriber churn management programme
- Create and maintain a churn tracker, measuring and forecasting churn and retention rates against targets
- Perform monthly deep dives on base churn to understand emerging subscriber trends
- Evaluate retention campaigns’ effectiveness to find opportunities to refine offerings
- Deliver Pre and Post campaign analysis for CVM retentions campaigns
- Support CVM target setting on churn and retention
- Support the integration of churn and retention initiatives into Flytxt
Capability
- Automation of churn prevention initiatives
- Support the integration of call centre feedback on churn and retention initiatives into Flytxt
- Ability to extract and report on data
- Ability to manage business partners that form part of the credit control and saves environment
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 in order 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 Credit Control, Collections, 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:
- Dissemination of information
- Monitoring of compliance, performance and efficiency
- 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
Head - Big Picture Focus (40)
- 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
- Relationship Builder - Builds relationships across the business in order to influence decision-makers and build team credibility
Hands – Results Focused (20)
- 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, drivers 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 a churn management program
- Delivery, implementation and enhancement of a CVM specific churn campaigns
- Churn and retention forecast
Qualifications
Minimum Requirements -.
Education:
- Diploma, university degree or equivalent qualification in mathematics, engineering, statistics, economics, econometrics or any other commercial or science degree
- Global Experience Standards (10)
- Min 5 years of relevant work experience
- Fluent in English
- Demonstrated ability in base analytics within a large organisation
- Experience in subscriber churn analysis
- Commercially astute
- Prior experience in churn management essential
- 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
Apply Before: 07/17/2025
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