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Retention Analyst at Vodacom Tanzania
Retention Analyst at Vodacom Tanzania
Position: Retention Analyst
Company: Vodacom Tanzania Plc
Location: Dar es Salaam
Ajirayako is a leading jobsite in Tanzania. We list the latest jobs in Tanzania from leading employers. Vodacom Tanzania Plc is currently seeking a qualified candidate to fill the position of Retention Analyst
Vodacom Tanzania Limited is Tanzania’s leading cellular network company.
Role purpose:
- Execute the retention management strategy for Vodacom Tanzania and manage the delivery thereof through various customer value management activities.
- Define, manage and execute direct marketing and other campaigns that will maximise the customer’s lifetime value by increasing their tenure and growing their revenues/margins.
- Therefore, the 3 primary objectives of the role are:
- Actively manage churn targets and work closely with relevant business units to prevent churn
- Work across the business to develop and manage retention plans for all segments of the customer base with a primary focus on new and high value customers
- Define and manage the execution of the outbound customer contact plans (campaigns, commercial activities, loyalty programmes, etc.) for all retention initiatives
Key accountabilities:
- Execute retention/churn management e.g. prepaid inactivity management, early churn detection
- Prepare insightful reports on churn, retention and inactivity: setup and deliver IBRO reports, campaign ROI reports
- Manage E2E campaigns to boost new customers’ survival focusing on OG activities and ARPU growth
- Consistent monitoring of the overall customer base inactivity, subscribers, usage and propositions and recommend actions based on performance
- Work with Regional teams to develop proactive custom inactivity campaign (location specific) based on competition movements and on-ground insights
Core competencies, knowledge and experience:
- Excellent analytical and logical reasoning skills translated from consumer insights
- Excellent communication skills
- Strong stakeholder management skills
- Ability to anticipate customer, competitor and market dynamics
- Able to challenge the status quo
Must have technical/professional qualifications:
- 2+ years’ experience in customer value management programs
- Bachelor degree in Computer Science, Statistics, Actuarial Science
- Strong analytical skills and business acumen
- Strong SQL skills with experience in relational OLTP database models (OLAP is a plus)
- Telecommunications experience would be advantageous
- Experience in coding with Python, JavaScript environment is an added bonus
Key performance indicators:
- Annualized Churn Rate (churn as % of total base)
- New Customers survival rate (% of GA with OG activity on M2)
- E2E execution of inactivity management programs
- Quality of support and stakeholder alignment
How to Apply:
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