Job Title: Senior Manager – Postpaid Usage and Retention
Location: Lagos, Nigeria
Employer: Airtel Nigeria (Airtel Networks Limited)
Job description:
1. Deliver postpaid voice revenues
• Managing the usage KPIs for the postpaid business.
• Managing the CR for the postpaid business
• Driving voice usage for the active customer base
2. Deliver postpaid REC base
• Managing the active postpaid subscriber base with the objective of enhancing the customer life on network
• Managing the various customer age on network buckets so as to minimize flow of customers into the inactive bucket
• Drive win backs from the inactive base
• Improve new customer gross additions to revenue earning customer conversions by monitoring and controlling the quality of gross ads
• Special focus on retention of high value postpaid subscribers
3. Drive Retention Management
• Drive segmentation of customer using value segmentation in-order to determine the cost of retention.
• Develop data based predictive models to identify best prospect target and launch target based offers
• Manage the various customer age on network buckets to minimize flow of customers into the inactive bucket
• Improve new customer gross adds to revenue earning customer conversions by controlling the quality of gross adds
• Track campaign results, analyze data, and assess the effectiveness and profitability of retention campaigns; modify strategies as indicated.
4. Product Management
• Develop and launch voice usage enhancing & retention products based on consumer behaviour analytics with a view to:
• Creating new usage opportunities as well as enhance existing usage behaviour across different consumer segments
• Minimize REC loss , maximize REC win backs , increase AON of the customer across different consumer segments
• Effective liaisoning across BI, Finance, IT, Network, CSD, regulatory to launch and track new products.
5. Drive Customer life time Value management (CLTV)
• Increase the Life time value (LTV) of customers across segments by upselling products to increase usage and customers age on network.
• Develop customer journey touch points and process in order to extend retention.
• Develop customer engagement tools in order to create brand advocates.
6. Analysis and review
• Build MIS data systems to enable tracking and review of all key voice usage/REC impacting/driving/ enhancing indicators
• Periodical review and course correction to correct/ resolve/ leverage opportunities for revenue and REC growth within the postpaid base
Desired Skills and Experience:
• Bachelors in Computer Science or Engineering or Masters in Computer Applications
• Masters in Business Administration would be preferred additional qualification MBA in Marketing or Postgraduate degree with specialization in Marketing.
• 10 years of work experience work Experience with at least 6 years of relevant experience in Telecom.
• Of these at least 4 years should be in telecom postpaid marketing.
• A minimum of 3 years in Management role with having direct on co. roll reportees.
• Sound understanding of postpaid billing systems/ products/ revenue planning and management
• Extensive knowledge of postpaid telecom workflows to ensure effective development of financial and product business cases, review and management of products
• Understanding and experience in Telecom consumer analytics and how to apply the same in product development
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