The Ugandan Jobline

• Design, develop and implement the long-term
  strategy for Customer Management and ensure alignment of all customer
  retention and development activities undertaken in the organization
• The jobholder will design, implement and
  manage the MTN Customer Development & Retention strategy, policies and
  objectives including driving proactive marketing initiatives aimed at
  saving at risk customers and bringing back churned customers.
• Keenly analyze trends and highlight risk
  areas that may be developed further to increase customer retention and
  loyalty
• Input into reviewing organizational
  activities and assist in recommending corrective actions if necessary

• Design and implement the MTN Uganda Customer
  Lifecycle Management framework and Campaign management strategy
• The jobholder will design MTN Uganda’s
  proactive and reactive retention plans and coordinate churn management
  activities and  the design of
  relevant campaigns, collating inputs and requirements from segment
  managers
• Develop retention objectives and strategies
  across segments, in line with the customer management guidelines for the
  organization
• Oversee the planning of proactive and
  reactive customer lifecycle management and active base management actions
  and offers
• Keenly monitor campaign results, including
  compilation of periodical activity, budget compliance and feedback reports
  to design new value prop’s
• Regular review of organizational Active base
  management and Customer lifecycle management activities and assist in
  recommending corrective actions as required
• Evaluate customer propensities to respond to
  campaigns and forecast the impact of campaigns ‘on customer usage and
  behavior
• Take lead in the implementation of proactive
  and reactive retention campaigns and offers
• Report on results, including compilation of
  periodical retentions and lifecycle management activities, impact
  assessment and feedback reports
• Manage the development of campaign management
  tools and models to predict customer behavior, e.g. evaluate customer
  propensities to churn and to adhere to retention campaigns
• Lead the implementation of proactive and
  reactive customer lifecycle management and active base management actions
  and offers

• Design MTN Uganda’s loyalty programme
  strategy and loyalty offers, including managing relationships with 3rd
  parties where applicable
• Define the loyalty programme design and
  framework to increase customer value and meet segment characteristics
• Define the requirements and guidelines for
  managing the loyalty program aligned with MTN Uganda’s overall retentions
  policies
• Ensure communication and awareness of loyalty
  programs internally and externally
• Deliver material reductions in churn and
  increased loyalty
• Drive a differentiated customer experience
  for the MTN Uganda customer segments based on the appropriate customer
  journeys
• Define the overall specifications of the
  end-to-end customer experience by segment, by the relevant customer touch
  points
• Ensure customer needs and requirements are
  satisfied through appropriate value propositions and systems / processes /
  procedures
• Identify trends pertaining to customer
  queries and needs and use this information to continually improve all
  aspects of service delivery
• Develop and manage the Consumer Segment
  loyalty strategy across all MTN Uganda customer segments.
• Maximize customer lifetime value for MTN
  customers by driving usage and loyalty in line with MTN Uganda’s business
  objectives with the overall aim of reducing churn, increasing loyalty and
  tenure.
• Predictive churn modelling and proactive management
  of churn
• Application of Advanced Analytics models and
  tools to ensure targeted campaign implementation
• To define and drive implementation of the
  segment driven Loyalty strategy in line with MTN Uganda’s overall Customer
  lifecycle management framework.
• To manage the MTN Loyalty programme to create
  sustainable, profitable market value and volume growth across all MTN
  customer segments and achieve competitive differentiation thereby driving
  Loyalty and affinity.
• Developing relevant segment based campaigns
  on the loyalty programme and managing targeted customer communications
  throughout the Segment Customer lifecycle.
• Define the overall specifications of the
  end-to-end customer lifecycle management plan by segment, in coordination
  with key stakeholders

• Responsible for the implementation of
  multiple campaigns in a structured manner into the base as defined by the
  campaign design framework
• Optimization of the implementation process
  together with IT and BI  as it
  relates to the timeous availability of data and offers
• In charge of the development of the business
  requirements to enable an operational process for the effective execution
  of multiple campaigns across multiple dimensions. This will include the
  effective implementation of the required processes across different
  business areas that will deliver on these business requirements.
• Develop a campaign library with records on
  all implemented campaigns and their performance to increase efficiency and
  reduce the speed to market
• Develop tools and models to manage and
  monitor customer propensity to churn

• Prepare and present Customer Retention&
  Development plans across segments
• Translate the Customer development and retention
  strategy into operational implementation plans, and drive proactive
  execution of relevant campaigns
• Align operational customer development and
  retentions targets to business strategy
• Consider the medium term implications of
  actions on the viability of the business from a more broad perspective
• Consider the impact of solutions on other
  areas of the business, as well as the interdependency of units
• Drive best practice, continuous improvement
  and innovation at process and procedure level within the Retention &
  Development portfolio
• Construct, implement / fine-tune methods,
  processes / systems to enhance effectiveness / meet organizational goals
• Consider local conditions, as well as
  competitor activities to create competitive advantage targeted at key
  customer segments
• Identify and exploit new opportunities to
  grow the business further
• Ensure communication and awareness of
  Customer development and retention strategies and objectives both
  internally and externally through a comprehensive, segmented, communication
  and contact strategy aligned to customer lifecycle management
• Work closely with the analytics team to
  develop effective reporting capabilities and processes
• Report regularly on the results and impact of
  retention campaigns and initiatives
• Consider market conditions, as well as
  competitor activity to create competitive advantage
• Manage the campaign execution process for
  Customer development and management campaigns

• Forecast, plan, develop and review budget for
  the unit that provides MTN with return on investment
• Manage and optimize the budget, ensuring all
  expenditure is in line with the agreed budgets
• Monitor costs and determine initiatives to
  optimize resources. Ensure cost effectiveness by maximizing cost/benefit
  ratios
• Identify ways to reduce expenditure and
  opportunities to generate additional revenue
• Management of interventions related to
  achieving budgeted customer numbers

• The ideal candidate for the MTN Senior
  Manager –Customer Value Management & Loyalty career vacancy should
  hold a Degree in Marketing or Business Administration
• Customer Management qualification         
• A minimum of five years’ experience in the
  retail and service operations in the mobile and/or in retail-intensive B2C
  industries, preferably with a significant service and technology dimension
  (e.g., financial services, consumer electronics)
• A minimum of two to three years of leadership
  experience in similar positions, in fast-moving technology intensive
  industries
• Background in the marketing and or customer
  service environment.
• Strong financial management experience.
• Good marketing analysis related experience
• Telco industry exposure
• Working knowledge of cellular
  telecommunications best practices
• Knowledge of local markets, including market
  trends
• Knowledge of customer trends
• Knowledge of sales and service environment
• MTN products and services
• Market research
• Business acumen
• Broad knowledge of the industry
• Understanding the regulated environment
• An understanding of the MTN business
• People management and leadership skills – the
  ability to hire the right people, get the best out of people, and make
  sound people management decisions
• Good relationship skills – to build
  relationships to facilitate efficient workflow
• Good coaching skills – to develop the team
  and staff
• Good scanning skills – to search for new
  ideas, trends and principles
• Strong “can-do“ attitude combined with an
  ability to use minimum resources to get maximum outputs
• Systems thinking – understanding the “big
  picture”

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