JOB PURPOSE

To maximize customer value by focusing on CVM programs for specific regions, MFS and VAS, focusing on enriching customer experience at each stage of customer lifecycle, to derive better value for customer a well as Tigo, by means of segmentation and targeted approach, focusing specifically on the High Value segment as per Tigo’s commercial strategy. In terms of results, we are looking for improvement in Tigo’s market share in specific regions; increase in MFS and VAS penetration; increase in the daily RGS subscriber base, by means of targeted activities, to derive positive impact on Topline and bottom-line revenues for Tigo

CORE RESPONSIBILITIES

• Use customer segmentation, data analytics, and consumer insight/research as strong tools to design and manage a detailed campaign roadmap for reducing customer and revenue churn
• Optimize value by identifying specific opportunity areas from customers in specific regions by implementing customer-focused CVM campaigns
• Increase MFS and VAS penetration by driving relevant CVM campaigns for non-users
• Increase MFS and VAS usage/revenue by implementing upsell CVM campaigns for users
• Partner with Sales & Distribution, MFS and VAS product teams and Customer Operations team to align on product roadmap
• Implement a systematic mechanism to track BTL offers from competition in specific regions and implement counter offers to reduce/optimize the impact
• Coordinate with Customer Operations, Factory, and Pricing team to enhance customer satisfaction
• Ensure specific focus on the High-Value customer segment, to deliver the overall commercial strategy of Tigo
• Ensure profitability for business by means of effective business cases for each aspect of campaign roadmap
• Develop a monthly reporting system deep diving on all key aspects of churn viz. churn by value and customer segment, revenue churn and churn by region
• Liaise with the customer operations and CU team to continually analyze reasons for churn coming from complaints and/or consumer understanding exercises, thereby use the information to deploy specific actions to reduce churn

​REQUIRED COMPETENCE AND EDUCATION BACKGROUND

• University Degree, preferably in Marketing, statistics or commerce
• 3-5 years of total experience in telecommunications (Commercial/analytics)
• Excellent in analytics and segmentation with high level of integrity
• Technology-driven, capable of understanding and using statistical modeling techniques
• Financial ability to understand its implications for the business  

This position is open to people:

Local