Job Description
Safaricom-Kenya
Consumer Business SBU
Retention & Base Development Manager
RF: CBU-RBDM-MAY2011
Reporting to the Head of Consumer Segment within the Consumer Business Unit, the job holder will be responsible for designing and delivering customer base strategies and initiatives to increase customer lifetime value (increase ARPU, reduce churn) whilst driving in-life customer engagement.
The role is also charged with providing the right information to the Consumer Management team to take the right action at the right time by researching, evaluating and interpreting customer and product performance information, identifying trends and relationships, profiling and modelling the behaviour of our customers and non customers.
Launch related products, services, and campaigns that address the identified gaps in addition to the management of all loyalty and retention programs, manage and measure their ROI.
Key Responsibilities
Consistent development and improvement of strategically sound, actionable and targeted customer value management models that contribute to the achievement of maximum lifetime profit from the entire Safaricom customer base.
Develop and implement a customer annual value management plan in line with the overall business unit plan and budget.
Implement in-life up sell, cross sell and NPS campaigns in alignment with customer segments & priorities.
Contribute to product development, forecasting and strategy formulation for the consumer segments.
Identify and implement churn campaign initiatives across multiple channels to maximize lifetime value creation.
Develop and implement reactive and proactive retention programmes through the enhancement of the Bonga loyalty scheme.
Minimum Requirements
Professional commercial qualifications specifically in accounts or statistics.
5-6 years customer value management experience in an established customer base in the telecommunications sector.
Experience in a consumer dynamic environment will be an added advantage.
Relevant ARPU & retention management experience (obtained in marketing, commercial or finance roles).
Strong quantitative and analytical skills.
Proven track record of being successful through others in business change, revenue enhancement, process improvement and cost reduction programs.
Possess strong ownership, initiative, and entrepreneurial working style and be responsible for the P&L of the business assigned.
Ability to multi-task, highly self-motivated and attentive to details;
Excellent command of written and spoken English –a good communicator.
If you feel that you are up to the challenge and possess the necessary qualification and experience please send your resume and application letter.
Please indicate your experience and why you are the most suitable candidate for the role clearly quoting the job title.
