tiGO may not be alone in the mobile telecommunications business.
But we are unique. We enable people in some of the most challenging corners of the world to benefit from mobile. In all but one of our markets, the most common way for people to connect to the internet is via mobile phone.
We offer them a large and highly developed range of products and services that are tailored not only to individual markets, but to individual clients as well.
Their number keeps rising. We now have more than 62 million mobile customers, of which almost one in three uses mobile data to share information, access entertainment and enjoy music and video.
Job Title: Churn & Retention Specialist
The selected individual will be responsible for analysing and understanding all aspects of the customer life cycle in order to reduce customer churn. (S)He will be required to implement programs to prevent churn and accomplish churn reduction.
Designing and managing the successful implementation of anti-churn offers;
Defining targets & filters based on ARPU/segment, inactivity, product utilization levels, and other relevant criteria for all anti-churn offers;
Managing segments on churn subscriptions and ensuring a reduction in churn among the High Value base;
Managing & updating a complete KPI dashboard to track anti-churn program performance;
Creating and understanding segment behavior of churning customers;
Analysing reasons customers churn and all associated customer data;
Understanding existing business rules and operations related to customer lifecycle and recommending improvements where necessary;
Developing and implementing retention programs;
Staying current on all related industry best practices related to customer retention;
Developing and creating detailed visibility reporting on churn metrics and retention program results.
A Bachelor’s Degree in Economics, Mathematics, Statistics, Engineering, Business Administration or any other related field. A Master’s degree in Finance, Commerce, Marketing or a related field will be an added advantage;
Minimum of two (2) years’ experience in a similar role with demonstrated outstanding analytical capabilities;
Good comprehensive offer design experience with full knowledge of analytical methodologies and scenario modeling;
Exceptional analytical, conceptual and problem-solving abilities;
Good customer service orientation coupled with excellent communication skills
Ability to work under pressure and to tight deadlines;
Ability to work effectively with a wide range of cultures in a diverse community.