Retention Analyst Job Vacancy at Vodacom Tanzania Plc

Role purpose:

Execute the retention management strategy for Vodacom Tanzania and manage the delivery thereof through various customer value management activities. Define, manage and execute direct marketing and other campaigns that will maximise the customer’s lifetime value by increasing their tenure and growing their revenues/margins. Therefore, the 3 primary objectives of the role are:

• Actively manage churn targets and work closely with relevant business units to prevent churn
• Work across the business to develop and manage retention plans for all segments of the customer base with a primary focus on new and high value customers
• Define and manage the execution of the outbound customer contact plans (campaigns, commercial activities, loyalty programmes, etc.) for all retention initiatives

Key accountabilities:

• Execute retention/churn management e.g. prepaid inactivity management, early churn detection
• Prepare insightful reports on churn, retention and inactivity: setup and deliver IBRO reports, campaign ROI reports
• Manage E2E campaigns to boost new customers’ survival focusing on OG activities and ARPU growth
• Consistent monitoring of the overall customer base inactivity, subscribers, usage and propositions and recommend actions based on performance
• Work with Regional teams to develop proactive custom inactivity campaign (location specific) based on competition movements and on-ground insights

Core competencies, knowledge and experience:

• Excellent analytical and logical reasoning skills translated from consumer insights
• Excellent communication skills
• Strong stakeholder management skills
• Ability to anticipate customer, competitor and market dynamics
• Able to challenge the status quo

Must have technical/professional qualifications:

• 2+ years’ experience in customer value management programs
• Bachelor degree in Computer Science, Statistics, Actuarial Science
• Strong analytical skills and business acumen
• Strong SQL skills with experience in relational OLTP database models (OLAP is a plus)
• Telecommunications experience would be advantageous
• Experience in coding with Python, JavaScript environment is an added bonus

Key performance indicators:

• Annualized Churn Rate (churn as % of total base)
• New Customers survival rate (% of GA with OG activity on M2)
• E2E execution of inactivity management programs
• Quality of support and stakeholder alignment

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What’s In It For You

We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You’ll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.

Who We Are

You may have already heard of Vodafone – We’re a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.

As part of our global family, whether that’s Vodafone, Vodacom or _VOIS, you’ll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.

Together we can.