Role purpose: 

Execute the retention management strategy for Vodacom Tanzania and manage the delivery thereof through various customer value management activities. Define, manage and execute direct marketing and other campaigns that will maximise the customer’s lifetime value by increasing their tenure and growing their revenues/margins. Therefore, the 3 primary objectives of the role are: 

• Actively manage churn targets and work closely with relevant business units to prevent churn 
• Work across the business to develop and manage retention plans for all segments of the customer   base with a primary focus on new and high-value customers
• Define and manage the execution of the outbound customer contact plans (campaigns, commercial activities, loyalty programmes, etc.) for all retention initiatives

Key accountabilities:

• Execute retention/churn management e.g. prepaid inactivity management, early churn detection 
• Prepare insightful reports on churn, retention and inactivity: setup and deliver IBRO reports, campaign ROI reports
• Manage E2E campaigns to boost new customers’ survival focusing on OG activities and ARPU growth  
• 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 custom inactivity campaign (location specific) based on competition movements and on-ground insights    

Core competencies, knowledge and experience:

• 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

Must have technical/professional qualifications: 

• 2+ years’ experience in customer value management programs 
• Bachelor degree in Computer Science, Statistics, Actuarial Science.
• 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

Key performance indicators:

• Annualized Churn Rate (churn as % of total base)
• New Customers survival rate (% of GA with OG activity on M2)
• E2E execution of inactivity management programs 
• Quality of support and stakeholder alignment