Head – Business Intelligence & Customer Value Management MTN Zambia

We at MTN Zambia are a purpose and value-led organization.

At MTN Zambia we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

The Head BI & CVM will provide base management strategy and operational execution. Define, manage and deliver the customer life cycle programs and activities to maximise the customer lifetime value – in terms of revenue as well as profit margin. Primary responsibility for; (a) churn, customer inactivity and retention; (b) product penetration and; (c) base management direct marketing results and d.) Incremental revenue for MTN MoMo.

The key responsibilities for this role include but not limited to the following:

• Standardizes Business Intelligence and Customer Value Management processes, governance policies, and business rules;
• Delivers accurate, insightful and timely analysis to guide Executive Management decisions, e.g., – in the areas of marketing campaigns, business models, churn management and revenue enhancement initiatives;
• Custodian of customer data points used for business decision making. Collects, and ensures timely delivery of accurate data to meet the organizational needs;
• Builds and maintains business intelligence dashboards for all products and services as well as channels;
• Develops and implements a Mobile Money strategy for Business Intelligence and Customer Value Management;
• Prevents churn of existing customer base and deliver customer retention programs that will increase customer engagements and net additions. Cross-sell and Up-Sell campaigns. Retention & Churn management;
• Provides the business with timely and accurate business metrics and data;
• Reports campaign efforts for all CVM campaigns with visibility on ROI;
• Works closely with Customer Experience teams to identify areas of improvement affecting the Mobile Money customers;
• Leverages on existing partnerships and creates retention programs for each partner as well as grow the MTN-Partner customer base;
• Reviews current products and services and recommends areas of improvement and enhancement as well as recommends retirement of low revenue products;
• Identifies the needs on the un-walleted GSM base and develops conversion and usage campaigns;
• Helps Products team to grow Mobile Money products and services via CVM campaigns;
• Segments Mobile Money customer base and leverages on their GSM consumer behave;
• Converts non-Mobile Money customers to Mobile Money customers;
• Helps business drive their sales and marketing strategy to ensure impactful product visibility and full customer engagement;
• Drives Voice of the Customer surveys to understand the customer’s needs and pain points;
• Communicates the acquisition strategy for various sales verticals and regions via BTL initiatives to increase share of customers;
• Identifies and flags struggling streams, portfolios, products, and regions;
• Works hand in hand with the Brand and Communication teams to implement an effective Marketing Communication Strategy;
• Performs Competitor Analysis and delivers market intelligence – Economic and Industry insights;
• Delivers Geo-Marketing and Geographical Information Systems (GIS) Management; – micro-market prioritization and network resource management support;
• Coordinates tactical moves and BI special projects and advance Analytics implementation and management;
• Links CVM revenue contributions and costs/overheads to the overall budget of the larger business unit and the overall organisation;
• Manages customer value segments discretely and partnerships including the partnership with external vendors/partners where applicable;
• Provides input into proposition development process through engagement with product owners; Advise of base management implications during discussions regarding prioritisation between specific marketing and commercial initiatives;
• Works with Segment Marketing teams to reduce churn and displacement/down trading across the high value customer base, improve value inflow, and overall optimize portfolio-wide CLV;
• Integrates output through campaign management, charging and provisioning platforms, by translating CVM objectives to IT / Technical teams;
• Creates and manages a high-performing, commercially focused CVM team.

Candidate Requirements

• Grade 12 certificate with 5 credit or better of which English and Mathematics are a must;
• Degree or equivalent qualification in Business, Analytics, Computer Science, Financial Engineering, Demography or related field and formal training in Analytics, Research Methods and GIS (3-5 years);
• Minimum 5-7 years of experience of which minimum 2 years senior commercial management and sector, industry, or area of specialisation in Telecom, Banking or Fintech;
• Experience in products, channels and segments management;
• Experience in global /multinational business environment in an added advantage;
• Experience in leading change / transformation (marketing) at an operational level advantageous;
• Experience in continuous improvement through the implementation of best practices;
• Experience & Track record in customer value creation and campaign management.

Women are strongly encouraged to apply.

Candidates are mandated to answer the below on their cover page to the hiring Manager.

Values are the core of MTN Zambia’s culture. Our five values called ‘Live Y’ello’ is the force that unites and inspires each one of us to make an impact that matters in the world. So, tell us: Which one of our five Live Y’ello Values resonates most with you and why? (limit 250 words)

• Lead with Care
• Can-do with Integrity
• Collaborate with Agility
• Serve with Respect
• Act with Inclusion

Hand delivered or posted applications will not be accepted.

Note: that only shortlisted candidates will be contacted.