Mission/ Core purpose of the Job
Build deep base understanding on subscriber behaviour, spanning across consumer postpaid. Translate findings into commercial opportunities to grow subscriber retention, curb churn and drive customer loyalty.
Context:
Enable the customer churn management strategy and churn reduction initiatives by performing customer segmentation, credit analytics and identifying commercial opportunities which support the overall CVM strategy and P&L. Feedback proposition/campaign construct requirements & initiatives to the Senior Manager.
Key Performance Areas:
Strategy
Enable the customer churn management strategy and churn reduction initiatives by performing customer segmentation and identifying commercial opportunities which support the overall CVM strategy and P&L. Feedback proposition/campaign construct requirements & initiatives to the Senior Manager.
Delivery
o Retentions campaign design, execution, tracking and monitoring
o Support analysis to build and refine a subscriber churn management programme
o Create and maintain a churn tracker, measuring and forecasting churn and retention rates against targets
o Perform monthly deep dives on base churn to understand emerging subscriber trends
o Evaluate retention campaigns’ effectiveness to find opportunities to refine offerings
o Deliver Pre and Post campaign analysis for CVM retentions campaigns
o Support CVM target setting on churn and retention
o Support the integration of churn and retention initiatives into Flytxt
Capability
o Automation of churn prevention initiatives
o Support the integration of call centre feedback on churn and retention initiatives into Flytxt
o Ability to extract and report on data
o Ability to manage business partners that form part of the credit control and saves environment
Supervisory / Leadership / Managerial Complexity:
o Manage contributions and expectations of external service providers and stakeholders
o Ensure ongoing liaison with other areas of the business
o Review performance management, evaluating, assessing and tracking performance to ensure that objectives and targets are achieved
o Build and enforce a customer centric approach
o Communicate actively to effectively resolve any potential conflicts that may arise
o Have the self-insight and flexibility to adapt to different situations
o Live the MTN Brand values –influence employees behaviour
o Influence other stakeholders in order to achieve the business objectives of the channel
Role Complexity:
Financial (limits/mandates etc.)
o Project delivered within set budgets
Non-financial (customers/staff etc.)
o External vendor/partner management
o Cross-functional stakeholder management - support from other functions (specifically but not limited to Credit Control, Collections, Product Marketing, Brand & Communications, Finance and Technology)
Lateral Dimensions:
Creativities (improvement/innovation inherent)
o Suggests concrete ways to improve productivity, and improve resource utilisation
o Strive to automate processes and procedures wherever possible
o Apply market research in an optimal way to continually improve processes and procedures
o Communicate results and recommendations to the relevant areas of the business to build a competitive advantage
o Recommend creative and innovative solutions to enhance MTN performance
o Establish sound relationships with service providers and vendors and business segments
o Encourage continuous service improvement
o Implement cost-saving activities
Vulnerabilities (control span)
o Business expectations vs. the delivery reality
o Data integrity
o Poor customer service will impact negatively on revenue
o Speed to market
o Limited resources
o Evolution of technology
o Legislative changes
o Reliance on the stability and availability of systems
o Non-achievement of turnaround times
o Inappropriate processes resulting in delayed service to clients
Collaboration:
Responsibility towards:
Non-financial (customers/staff etc.)
o External vendor/partner management
o Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)
Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgment.
Independent thought and Judgment:
o Dissemination of information
o Monitoring of compliance, performance and efficiency
o System, process and procedure fine-tuning and development to achieve business objectives
o Decision-making that is effective and responsible for profit and customer and business sustainability and growth
o Make decisions to drive immediate response times
o Use information to drive in-built excellence
Authorities:
o As per delegation of authority
Head - Big Picture Focus (40)
o Strategy Implementers - Ensures execution of strategies through creating and implementing tactical plans for others to follow
o Decisive Problem Solver - Has the mental agility to identify business challenges and explore effective solutions through effective influencing
o Best Practice Value Creator - Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings
Heart – Emotionally Intelligent (30)
o Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
o Relationship Builder - Builds relationships across the business in order to influence decision-makers and build team credibility
Hands – Results Focused (20)
o Results Achiever - Produces sustainable commercial results through ethical practices
o Operationally Astute - Sets priorities, plans, organizes and co-ordinates work to deliver the highest commercial returns
General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)
o Flexible working hours
o Flexibility to travel (local / international)
o Attending functions after hours
o Pressure to meet tight deadlines
o Working in a dynamic and open plan environment
KPA Quality Standards
1. Delivery, implementation and enhancement of a churn management program
2. Delivery, implementation and enhancement of a CVM specific churn campaigns
3. Churn and retention forecast
Minimum Requirements -.
Education:
o Diploma, university degree or equivalent qualification in mathematics, engineering, statistics, economics, econometrics or any other commercial or science degree
Global Experience Standards (10)
o Min 5 years of relevant work experience
o Fluent in English
o Demonstrated ability in base analytics within a large organisation
o Experience in subscriber churn analysis
o Commercially astute
o Prior experience in churn management essential
o Prior experience of mobile industry (preferred)
o Demonstrated ability to influence management level staff in group and 1:1 situations
o Demonstrated ability to create structure within an unstructured environment
o Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level
We are a purpose and value-led organization.
At MTN, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday. 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 an 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!