Analyst - Acquisition & Retention job at MTN-Uganda

Job Description

Job Title: Analyst Acquisition & Retention

Reporting to: Manager Acquisition & Retention

Division – Commercial Operations

Mission/ Core purpose of the Job

To perform analysis and manage the realization of customer base management objectives through provision of a core set of reports that measure and track customer base management activities, deep-dive analysis, development & enhancement of segmentation and predictive models, specifically churn, product propensity and other models.

He/She will ensure efficient & effective support to acquisition & retention activities

Responsibilities or duties

Main Job Functions:

• Perform Mobile money analysis & propose actions to reduce churn, growth MoMo MAU and Mobile Money product uptake/ penetration across the different product lines.
• Drive the ROI of base management activities through ensuring the provision and continuous improvement of actionable insights, analysis, CVM reports/ dashboards and models.
• Provide input into proposition development process through engagement with product owners and provide technical advice on the Base management implications for regarding prioritization of specific initiatives.
• Manage delivery of insight for customer base to the Commercial team & business, including actionable value- and needs-based segmentation linked with competitor intelligence, and market research.
• Analyze commercial impact of BTL programs on product penetration, ARPU and volume/ value churn and conduct operational analysis of base to identify opportunities to apply products and tariffs to maximize value.
• Support in the planning of proactive and reactive customer lifecycle management and active base management actions and offers.
• Monitor campaign results, including compilation of periodical activity, budget compliance and feedback reports to design new value propositions.
• Evaluate customer propensities to respond to campaigns and forecast the impact of campaigns ‘on customer usage and behavior.
• Daily, weekly and monthly reporting of Acquisition & Retention activities performance (MAU30, MAB, RGA, P2P, MoMoAPP, Consumer, etc).
• Support manager Acquisition & Retention in performance of assigned duties including adhoc assignments.
• Work closely with MoMo BI & S&D teams to make sure that commercial acquisition & retention reports are aligned and delivered timely.
• Analyze acquisition channel performance trends and share with regional teams to improve performance (MPOS activity, etc)

Qualifications or requirements

Education:

A degree in business related or numerical field with a strong bias to Data Science.

Proficient with business Analytics, insight generation and data visualization at advanced level is essential

Experience:

3-5 years’ experience in telecoms or related environment of which at least 3 years are in managing customer analytics and business intelligence projects and initiatives.

Strong interpersonal relations with ease of cross-functional collaboration.

A proven track record in developing business models that are practical and insightful

Competencies:

Functional Knowledge

• Advanced Microsoft Excel, Microsoft Access and Power point skills
• Ability to multitask and prioritize daily workload.
• Strong communicator both orally and through data story telling using modern/digital tools.
• Confident to question trends and provoke new thinking.
• Exemplary Planning and Time Management skills
• Segmented acquisition and retention
• Campaign and promotion management
• Loyalty and churn management
• Foundational principles on Artificial intelligence
• Strong analytical skills.
• Creative and Observant
• Can take initiative.

Behavioral Qualities

• Self-motivated
• Decisive
• Independent but a team player
• Customer oriented.
• Alert to environment changes and trends.
• Good attitude and adaptable.
• Must have attention to details

• Perform Mobile money analysis & propose actions to reduce churn, growth MoMo MAU and Mobile Money product uptake/ penetration across the different product lines.
• Drive the ROI of base management activities through ensuring the provision and continuous improvement of actionable insights, analysis, CVM reports/ dashboards and models.
• Provide input into proposition development process through engagement with product owners and provide technical advice on the Base management implications for regarding prioritization of specific initiatives.
• Manage delivery of insight for customer base to the Commercial team & business, including actionable value- and needs-based segmentation linked with competitor intelligence, and market research.
• Analyze commercial impact of BTL programs on product penetration, ARPU and volume/ value churn and conduct operational analysis of base to identify opportunities to apply products and tariffs to maximize value.
• Support in the planning of proactive and reactive customer lifecycle management and active base management actions and offers.
• Monitor campaign results, including compilation of periodical activity, budget compliance and feedback reports to design new value propositions.
• Evaluate customer propensities to respond to campaigns and forecast the impact of campaigns ‘on customer usage and behavior.
• Daily, weekly and monthly reporting of Acquisition & Retention activities performance (MAU30, MAB, RGA, P2P, MoMoAPP, Consumer, etc).
• Support manager Acquisition & Retention in performance of assigned duties including adhoc assignments.
• Work closely with MoMo BI & S&D teams to make sure that commercial acquisition & retention reports are aligned and delivered timely.
• Analyze acquisition channel performance trends and share with regional teams to improve performance (MPOS activity, etc)

• Advanced Microsoft Excel, Microsoft Access and Power point skills
• Ability to multitask and prioritize daily workload.
• Strong communicator both orally and through data story telling using modern/digital tools.
• Confident to question trends and provoke new thinking.
• Exemplary Planning and Time Management skills
• Segmented acquisition and retention
• Campaign and promotion management
• Loyalty and churn management
• Foundational principles on Artificial intelligence
• Strong analytical skills.
• Creative and Observant
• Can take initiative.

• A degree in business related or numerical field with a strong bias to Data Science.
• Proficient with business Analytics, insight generation and data visualization at advanced level is essential
• 3-5 years’ experience in telecoms or related environment of which at least 3 years are in managing customer analytics and business intelligence projects and initiatives.
• Strong interpersonal relations with ease of cross-functional collaboration.
• A proven track record in developing business models that are practical and insightful