Fresh Vacancy at Etisalat Nigeria

Company Description

Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel.
Job Title: Head, Customer Value Management

Job Description
   

• Responsible for the development and implementation of the Commercial Customer Value Management Strategy. He/She will leverage on the Outbound Campaign Management Solution (OCMS), Inbound Campaign Management Solution (ICMS), analytical tools and data warehouse for the development of robust and tactical engagement for subscribers across all touch points with the aim of increasing base revenue, usage, and reduce churn while elongating the subscriber's lifetime value on the network.
• He/she will lead the team of customer analytics and campaign management who will focus on managing multi-channel direct marketing and targeted programs and using available data across the enterprise to ensure that the right offers are developed and targeted at the right customer across consumer touch points.
• He or She will also be responsible for deriving customer insights through the application of advanced analytic approach that leads to the direction of appropriate campaign development and execution which will also broaden and deepen ability to impacts entire marketing strategies and drive revenue.
• Works collaboratively across the enterprise with multiple business units to define strategies, develop implementation plans and deliver customer specific offers across various channels with a focus on customer retention and loyalty;
• Proactively identifies segment business opportunities through analytical interpretation of data /information and develop robust campaigns strategy with the aim of leveraging on the identified opportunities;
• Leveraging on the analytical marketing tools to create effective churn reduction campaigns, identification of quick wins and programs that are responsible for enhancement of customer usage and lifetime value
• Responsible for the achieving the targeted business customer and product churn number by making continuous improvement to retention, pipeline and win-back. Implementing sustainable solutions to reduce the offer cost and increase usage throughout retention and Win-back while tactically responding to overall net additions.
• Responsible for the development and execution of a continuous improvement programmes to make reactive retention (including turnaround, pipeline and Win-back) better performing, more effective measured by churn, efficiency and subsequent decay.
• Responsible for the development of best practices on building, testing, and deploying marketing rules ranging from triggered campaigns to real-time marketing campaigns
• Responsible for managing multi-channel direct marketing programs and using data to ensure that the right offers are developed for the right customer at the right across all consumer touch points;
• Integrates and analyses data from multiple source - competitive, primary research, secondary research for effective measurement of campaigns and targeted programs.
• Responsible for building and development of churn predictive models and lead the analytics and campaign management team to effectively operationalize these models
• Lead team to develop a vision and long term strategy for reactive/proactive retention and customer loyalty
• Develop new and innovative ways to deliver improvements to all aspects of reactive retention performance that are achievable, measurable and scalable
• Work closely with appropriate internal stakeholders and teams to drive awareness of TMI (Test, Measure, Improve) programme and ensure all activity is delivered to time, budget and meets relevant process, operational and regulatory requirements
• Monitors and controls budgetary needs of unit
• Leverages appropriate channels - Customer Care, Retail Outlets, Corporate Sales and company website - to drive execution of churn and retention strategies
• Leads team in developing effective customer retention strategies, identifying customer profitability and employing churn modelling techniques to define propensity to churn.

Job Qualification
BA, BSc, HND

Job Experience
9 years

Job Location
Lagos

Job Category
Administration, Secretarial, Customer Care

Method of Application
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