Role Purpose & Key Accountabilities

Role purpose: 

• Support and execute base management strategy to maximize customer lifetime value and contribution of the customer base to overall services revenue. Define and execute base management programs for pre-pay and revenue booster initiatives to achieve growth in customer base ARPU through targeted and segmented offers, campaigns, and pricing e.g data up-sell initiatives, tariff migration initiatives

Key accountabilities:

• Execute E2E campaigns on cross-selling, upselling and base management initiatives
• Prepare insightful reports on base activities, retention and inactivity: setup and deliver IBRO reports, campaign ROI reports
• Consistent monitoring of the overall customer base inactivity, subscribers, usage and propositions and recommend actions based on performance
• Work with Regional teams to develop proactive campaign (location specific) based on competition movements and on-ground insights
• Prepare and ensure successfully execution of weekly SMS communication calendar.
• Support driving M-Pesa initiatives to increase penetration of M-Pesa users

Core Competencies, Knowledge, Qualifications and Experience

Core competencies and knowledge

• Excellent analytical and logical reasoning skills translated from consumer insights
• Excellent communication skills
• Strong stakeholder management skills
• Ability to anticipate customer, competitor and market dynamics
• Able to challenge the status quo

Professional qualifications and Experience 

• 2+ years’ experience in customer value management programs
• Bachelor degree in Computer Science, Statistics, Actuarial Science, Telecommunications or IT.
• Strong analytical skills and business acumen.
• Strong SQL skills with experience in relational OLTP database models (OLAP is a plus)
• Telecommunications experience would be advantageous.
• Experience in coding with Python, JavaScript environment is an added bonus.