Specialist - CVM Customer Analyst and Insights Consumer

6 days ago

Johannesburg, Gauteng, South Africa MTN Full time
Job title : Specialist - CVM Customer Analyst and Insights ConsumerJob Location : Gauteng, JohannesburgDeadline : April 25, 2025Quick Recommended Links
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Responsibilities
Context: 

  • We are looking for a Customer Analytics & Insights Specialist to turn data into information, information into insight and insight into business decisions for our Digital and MFS business units.
  • The Customer Analytics & Insights Specialist will be responsible for full data lifecycle activities - including but not limited to requirements analysis and design, develop analysis and reporting capabilities, and continuously monitor performance and quality control plans to identify improvements in Customer Value Management.
  • The Customer Analytics & Insights Specialist will perform analysis to support the realisation of base management objectives. This will be achieved, in part, through the timely provision of a core set of reports that measure and track base management activity, deep-dive analyses and the development & enhancement of segmentation and predictive models, specifically churn and product propensity models.

Key Performance Areas: 
Strategy

  • Contribute to the Digital & MFS CVM strategy through analytics and modelling to Identify opportunities to stimulate revenues by upselling, cross-selling and other customer lifecycle programmes to increase ARPU and retention  from Digital and MFS acquisition.
  • Design CVM Recommendation models to improve customer engagement across the different customer lifecycles. 
  • Design reports and dashboards to track/reduce churn and build predictive models to identify customers that are at risk of leaving the company. 
  • Increase Customer Lifetime value with various programs. 
  • Create/monitor micro Segmentation/ Clustering analysis in order to do targeted CVM campaigns for Digital and MFS segments. 
  • Work with cross functional teams to expedite time to market for CVM activities.
  • Improve/create Campaign Library for all CVM related activities. (Bundles, Rate Cutters, Rate plan migration etc.)
  • Improve 30/7/1 day(s) active base, activity level of Digital & MFS revenue streams.
  • Analyse commercial impact of BTL programs on product penetration, ARPU and incremental value delivered. 
  • Analysis of Digital & MFS segment to identify opportunities to apply products and tariffs to maximize the engagement. 
  • Support CVM team to understand the root cause of high value churn and create a mitigation plan to reduce churn. 
  • Digital & MFS retention/churn management strategy to retain high value customers.
  • Manage inactivity, early churn detection, root-cause analysis etc. 
  • Actively manage the churn targets and work closely with relevant business units to prevent churn. 
  • Closely work with outbound tele calling team to conduct survey for high value customers. 
  • Support analysis to build and refine a subscriber usage behaviour. 
  • Ensure that all outbound activity is measured & includes impact of activity versus appropriate control groups or tests. 
  • Work closely with other business units to implement CVM programs and drive the management/measurement thereof. 
  • Create and maintain a campaign tracker, measuring and forecasting on key KPI's Perform monthly deep dives on base to understand emerging subscriber trends.

Capability

  • Interpret data, analyze results using statistical techniques and provide ongoing reports with key insights on the information derived from the data. 
  • Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality.
  • Acquire data and analyze from primary and/or secondary data sources and maintain databases/data systems .Identify, analyze, and interpret trends or patterns in complex data sets
  • Filter and "clean" data, and review computer reports, printouts, and performance indicators to locate and correct code problems Work closely with management to prioritize business and information needs Locate and define new process improvement opportunities

Supervisory / Leadership / Managerial Complexity:  

  • Manage and coordinate the activities of the managers
  • Manage contributions and expectations of external service providers and stakeholders
  • Build professionalism, loyalty and commitment to the organization.
  • Ensure ongoing liaison with other areas of the business. 
  • Communicate actively to effectively resolve any potential conflicts that may arise
  • Have the self-insight and flexibility to adapt to different situations
  • Live the MTN Brand values –influence employees behaviour
  • Influence other stakeholders in order to achieve the business objectives of the channel

Role Complexity:

  • Financial (limits/mandates etc.)
  • Contribution to prepaid service revenue - reflected in CVM P&L and overall company target

Qualifications
Minimum Requirements -.

Education:

  • University degree or equivalent qualification, preferably with analytical focus, marketing or commercial subjects
  • Global Experience Standards (10)
  • Min 3-5 years of relevant work experience 
  • Fluent in English and other South African Languages
  • Experience in CVM methodology, principles, capabilities, and techniques.
  • Demonstrated ability to create, lead and inspire high-performing teams.
  • Prior experience of mobile industry preferably  Prepaid Retention.
  • Experience with research- and analytics-driven quantitative pricing techniques (e.g. choice modelling)
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