Specialist, Customer Value Management At 9mobile

Job Details

Job Title: Specialist, Customer Value Management At 9mobile
Organisation: 9mobile
Location: Lagos State
Min Work Experience: 4-6 year(s)
Qualification: BSc
Industry: Customer Service
Course: Related Discipline
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9mobile is a Nigerian private limited liability company. EMTS acquired a Unified Access Service License from the Nigerian Communications Commission in 2007. The License enables EMTS provide Fixed Telephony (wired or wireless), Digital Mobile Services, International Gateway Services and National/Regional Long Distance Services in addition to spectrum assignments in the 900 and 1800 MHz bands.

We are recruiting to fill the position below:

Job Title: Specialist, Customer Value Management

Job: IRC4164
Location: Lagos
Function: Marketing

Job Summary

  • Develop and measure customer retention and life cycle management, programmes and campaigns through the outbound and inbound channels to reduce churn and increase usage across all the products and services.

Principal Functions

  • Participate in the development, implementation and measurement pro-active and re-active retention programmes to attain and exceed churn targets.
  • Monitor customers' movements daily across various services/products and propose a proactive usage enhancement campaign aimed at addressing any noticeable decline in various product baskets.
  • Constantly evaluate churn metrics to immediately implement remedies and improve on campaign business rules when necessary.
  • Develop other customer lifecycle programmes including win-back and loyalty programmes while maximizing the outbound and inbound channels.
  • Anticipate and identify customer needs and dissatisfaction issues in order to aid pro-active customer engagement
  • Analyse outbound/inbound campaign results and propose recommendations to the business base on campaign performance and evaluation.
  • Consistently communicate key findings from campaign analysis (uptake/ usage prediction, campaign effectiveness) to segments and product managers for effective offer development.
  • Work in close coordination with analytics team to identify pockets of opportunities within the base for a targeted BTL campaign.
  • Build strong relationship with segment managers, IT and pricing team to ensure a quick turnaround of campaign development and execution.
  • Manage campaigns (retain, cross-sell, up-sell & deep-sell) end-to-end.
  • Analyse the campaign results and understand the impact on customer behaviour and ROI, with a view to utilizing outputs to refine the next round of campaigns for the specific channels.
  • Manage campaign and capability limitations, initiating projects and actions to minimize the impact on campaign deployment and scale.
  • Translate the customer value management roadmap into campaign briefs and designs for specific retail channels.

Education Requirements

  • First Degree in a relevant discipline from a recognized university.
  • Four (4) to Six (6) years post NYSC work experience.
  • There is an essential requirement for data analysis and critical thinking skills.
  • A Post-graduate qualification would be advantageous.
  • Experience of a combination of the following: Direct Marketing/Customer Value Management, with Customer Data analysis and management reporting (essential).
  • Project Management experience will bean added advantage.
  • Experience in campaign development and execution lifecycle.

 

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