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 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

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