Role purpose:

The Base Management Analyst is the role that ideates and drives initiatives and actions that drive high performance on all customer retention, churn and loyalty KPIs for the Telecel Fixed Business. The key objective of the role is to increase customer retention and loyalty as well as to reduce churn through the efficient and innovative application of resources, including stakeholder relationships.

The role will be heavily involved in the development and execution of insights-led CVM campaigns and propositions that will keep Telecel Fixed services ahead of competition in terms on value for money and subscriber preference. Pre- and post-launch analysis and continuous review of CVM campaigns and channels reside with this role.

Develop and maintain dashboards for monitoring performance on subscribers, with key emphasis on subscriber base performance which can be distributed to a variety of stakeholder groups – including senior management, the Fixed Business team, Finance and Technology business partners – to inform business decisions and strategy formulation

Key Accountabilities And Decision Ownership

• Base Retention & Loyalty
• Responsible for understanding and communicating on the health of the customer database
• Strategic Planning of all retention and loyalty campaigns to deliver against customer KPIs
• Manage customer segmentation and set KPIs accordingly
• Responsible for the ongoing analysis and interpretation of trends in the Customer Base to drive insights and actions
• Full ownership of all customer engagement channels (including e-mail marketing planning and execution) to drive stickiness and to increase campaign and proposition results
• Responsible for the development of VF Fixed Loyalty Programme; strategy, implementation, performance and optimisation
• Identify opportunities to grow the database into valuable customer segments
• Serves as the SPOC on all base analytics.
• Base Management
• Drives overall subscriber activity and profitability towards the achievement of subscriber KPIs on retention, churn, rgs 30.
• Deliver pre and post-rollout analysis for all propositions and commercial initiatives
• Drive focus and prioritisation of Base Management campaigns and wider propositions development roadmap in the Fixed Business
• Creates and updates ad hoc and regular base performance reports
• Works with other stakeholders, including Customer Experience and Relationship teams to ensure operational execution excellence of all campaigns and propositions.
• Drives singular understanding of Fixed Base Management strategic direction among stakeholders
• Insights & Reporting
• Development and reporting of Customer KPI’s
• Ensuring the production of regular reports on Business KPI performance,
• Ownership of all Database and campaign analysis and reporting
• Set and deliver on key performance indicators for channel communication
• Ensuring data, insight and results are communicated to key stakeholders and the wider business and providing advice on learnings and how to improve going forward
• Responsible to provide the business with regular and up-to-date customer insight with relevant KPIs to enable more effective decision making.

Core Competencies, Knowledge And Experience

• Strong Verbal and Written communication skills
• Ability to show thought-leadership and take initiative with little supervision and direction
• Proven stakeholder management and collaborative working ability
• Proactive, with strong personal drive.
• Enthusiastic about the telecoms industry
• Creative & deep thinker with the ability to view a problem from different angles
• Problem-solving and analytical skills to develop business cases and interpret performance data.
• Passionate and informed about industry trends
• Ability to anticipate and respond to trends and changes in the industry, technology capabilities and customer preference to drive Telecel’s strategic position in the marketplace.
• Influence and present to CBU Leadership
• Influence other stakeholders to deliver on timelines
• Able to build relationships with key stakeholders

Must Have Technical / Professional Qualifications

Minimum of a degree (Marketing, mathematics or finance or related field would be beneficial with at least 2 years’ experience in a commercial/CVM role)

Technical Competencies

• Advanced competence with Microsoft Office Suite especially Excel, Access, PowerPoint;
• Experienced with Analytics tools (e.g. Tableau and SQL)
• Project Management Experience
• Stakeholder Management Experience
• Outstanding knowledge of database systems and report management software applications