Specialist - Retentions and Loyalty Analyst Consumer at MTN

Responsibilities
Context:

• 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.

Key Performance Areas: 
Strategy

• 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.

Delivery

• 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 saves
• 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

Capability

• Automation of loyalty tracker
• Support the integration of call centre feedback on churn and retention initiatives into Flytxt
• Ability to extract and report on data

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 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

Qualifications
Minimum Requirements -.

Education:

• Diploma, university degree or equivalent qualification in mathematics, engineering, statistics, economics, econometrics or any other commercial or science degree
• Average of 55%
• Global Experience Standards (10)
• Min 2 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 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