Analyst-Customer Value Management (Inbound)
Division: Marketing Segments &
Strategy
Reports To:Manager-Churn & Retention
Job Summary:
Assist in developing, implementing and measuring customer retention and life cycle management programmes in order to reduce churn and increase usage
Measure and analyze customer behavior using available channels
Principal Functions:
Develop campaign initiatives using inbound channels to address customer profitability, engagement and usage
Provide cross-functional analyses of customers in order to investigate trends and develop correlations across customer profiles and value segments
Evaluate churn metrics on different subscriber segments and implement remedies to improve inbound and outbound campaign business rules when necessary
Analyze customer behavior using available data to provide insights and effectively link such insights to potential impact and opportunities for the business
Liaise with Segment Managers across the business to prioritize analytic initiatives, communicate findings and identify actionable recommendations for the business
Develop other customer life cycle programmes including Win Back and Loyalty campaigns, leveraging on the inbound touch-point
Anticipate customer needs and identify dissatisfaction points for proactive customer engagement
Perform any other duties as may be assigned by the Manager-Churn & Retention
Educational Requirements:
First degree or equivalent in the Social Sciences or any related/ numerate discipline
Relevant professional certifications/ qualifications, e.g SAS, SQL, Marketing, etc, will provide an added advantage
Experience & Skills:
At least two (2) years’ directly relevant post-NYSC work experience
Ideal candidate must be able to demonstrate:
• Excellent knowledge of the telecoms industry competitive environment, consumer trends and trade practices
• Data mining and analytical skills
• Basic knowledge of campaign management and customer segmentation
Reports To:Manager-Churn & Retention
Job Summary:
Assist in developing, implementing and measuring customer retention and life cycle management programmes in order to reduce churn and increase usage
Measure and analyze customer behavior using available channels
Principal Functions:
Develop campaign initiatives using inbound channels to address customer profitability, engagement and usage
Provide cross-functional analyses of customers in order to investigate trends and develop correlations across customer profiles and value segments
Evaluate churn metrics on different subscriber segments and implement remedies to improve inbound and outbound campaign business rules when necessary
Analyze customer behavior using available data to provide insights and effectively link such insights to potential impact and opportunities for the business
Liaise with Segment Managers across the business to prioritize analytic initiatives, communicate findings and identify actionable recommendations for the business
Develop other customer life cycle programmes including Win Back and Loyalty campaigns, leveraging on the inbound touch-point
Anticipate customer needs and identify dissatisfaction points for proactive customer engagement
Perform any other duties as may be assigned by the Manager-Churn & Retention
Educational Requirements:
First degree or equivalent in the Social Sciences or any related/ numerate discipline
Relevant professional certifications/ qualifications, e.g SAS, SQL, Marketing, etc, will provide an added advantage
Experience & Skills:
At least two (2) years’ directly relevant post-NYSC work experience
Ideal candidate must be able to demonstrate:
• Excellent knowledge of the telecoms industry competitive environment, consumer trends and trade practices
• Data mining and analytical skills
• Basic knowledge of campaign management and customer segmentation
Apply
online on or before July 18, 2012 here and more positions.
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