Job Title Analyst -CVM Outbound
Location Lagos,NG
Job Summary
Assist in the development, implementation and measurement of
customer retention and customer lifecycle management programmes and campaigns
through outbound channels aimed at reducing churn and increasing usage across the
value bands on the network.
Principal Functions
Develop, implement and measure pro-active and re-active
retention programmes to attain and exceed churn targets
Monitor customers�
movements daily across various services such as easylife and homezone with a
pro-active 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 channels
Anticipate and identify customer needs and dissatisfaction
issues in order to aid pro-active customer engagement
Analyze outbound campaign results and propose
recommendations to the business base on campaign performance and evaluation
Perform any other duties as may be assigned by the Manager,
Campaign Management
Educational
Requirements
Experience,Skills
& Competencies
First degree or equivalent in a relevant discipline
One year post - NYSC work experience within telecoms
business environment
Expert knowledge of competitive environment.
Consumer trends and trade practices in the industry
Knowledge of campaign management solution within telecoms
industry.
Demonstrable data-mining and analytical skills.
Excellent understanding of customer data analysis,
propensity modeling and segmentation techniques.
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