Core Purpose of the Job:
- Increase activity level and develop value of Sudani subscriber base.
- Provide marketing insights through customers analytics
- Ensure through a dynamic customer management, loyalty plans & customer retention strategy and ARPU stimulation of all segments
- To ensure that Sudani has an excellent understanding of customers and potential customers based on accurate and statistically robust data
- Track closely Customers behavior and develop segmentation accordingly.
- Support Sudani growth by growing the value of customers
Main Duties & Responsibilities:
- Complete customer assessment in terms of traffic, behavior, segmentation, etc. to reduce churn and extract incremental value
- Monitor Revenue, Churn, Customer Behaviors main business KPIs
- Highlight main business KPIs trends, impact, and recommend necessary improvement based on the available tools such as the BI, Revenue Portal, traffic, revenue, etc…
- Reporting and Analysis of main KPIs
- Monitor Customer Behavior, Traffic, Churn, revenue, and all main financial KPIs and raise the red flags, show impact of every initiatives and recommend improvements to ensure achievements of the main KPIs
- Ensure the support to the Board Presentation, finance reporting, external reporting, etc.
- Build business intelligence unit that is capable of transforming data into meaningful information that support the organization and the department strategic initiatives
- Carry out traffic analysis and price sensitivity studies for churn and CVM (customer value management) activities
- Monitor the portfolio performance and profitability in accordance with the budget and target
- Build a reporting system in coordination with IT department that is efficient and ensure accurate and on time information delivery data. Construct a monthly dashboard with the main customer value drivers
- Create and maintain a Customer Lifetime Management Plan through the continuous launch of pilot campaigns testing the impact of some ideas based on the insights obtained from the customer base scan.
- Define, track and manage customer segmentation.
- Use all the available tools and systems to develop customer value.
- Manage and track adoption of Sudani in various offers.
- Increase the active percentage out of the total base.
- Get the maximum possible Value out of the active base.
- Churn Management and retention program to ensure meeting or exceeding targets including the management of the Loyalty Program
- Define efficient and measurable objectives, follow up to ensure main functions are implemented
- Customer insight and coordinate with the research function to gain the needed research to reach the main objective and the strategic initiatives. Coordinate the research and outbound call surveys required for the Customer Lifetime Management Plan
- Responsible to meet department productivity and quality goals.
- Direct staff in development, analysis, preparation of reports and transfer of know how.
- Carry out employee performance appraisals
- Perform ad-hoc duties as assigned by manager
Minimum Qualification, Experience, Knowledge and Skills Required:
- Bachelor’s degree in business, mathematics, the sciences business administration / Marketing or any other related education.
- PMP and MBA is preferred.
- Technical Certificate is considered
- Minimum 7 to 10 years of relevant working experience serving same or similar field, mandatory telecommunication industry.
- At least 3 years of supervision role as (a Manager or Senior Manager) managing a team holding high accountabilities to achieve targets.
- Minimum 5 years hands-on experience as an individual contributor in Mobile Marketing practice prior to management.
- Solid Background in telecommunications services technology as well as business management with strong competent in analytics, responsible to achieve company goals.
- Advanced communication skills
- Leadership, coaching and Development
- Managing Accountability
- Teamwork & follow through
- Customer Orientation
- Performance Excellence
- Taking the Initiative
- Creative & Analytical Thinking and Problem Solving.
- Influencing and negotiation skills
- Computer literate (excel, power point, MS project)
- Knowledge of all products and service
- UAT & implementation capabilities
- KPI and data collection
- Good understanding of the Sudan market and Sudani business strategy, goals and competitive environment.
- Understanding of the current best practice marketing methods and approaches
- Sound general business knowledge as well as knowledge of core business processes
- Strategic Planning knowledge experience.
- Experience of managing /coaching others
- Quality of reporting skills.
- Understanding of the Sudan market, Sudani business strategy, goals and competitive environment.
- Familiar with project management tools and methodologies.
- Delivering exceptional service by increasing performance through resolution besides delegation and conflict management in a rapidly changing environment.
- Strive to proactively response to customer concerns, query or claim in a timely and effective manner.
- Equipped with integrity, high accuracy levels and work quality standards.
- Excellent analytical thinking with attention to details in order to solve problems that may come up on a regular basis making Decision and priorities work to meet demands of business.
- Confident in using math skills to make sure where company’s money is going.
- Sustain efficient relationship with suppliers, consultants and providers creating healthy environment to provide customers satisfaction.
- Solid knowledge of Human Resource practices (Performance management, Leadership, Regulatory, Managing accountability and Staff motivation).
- Strive to work collaboratively with the team, management and customers across functional areas, often spinning multiple plates at once and provide constructive feedback to management.
- Commitment to the Organization and high performance standards.
- Capable to Work under high pressure and complicated areas.
- Professional use of relevant IT packages such as ERP, Visio, MS Project and Microsoft Office tool.
Arabic/ Fluent English
|Contract Type:||Full Time, Permanent|
|Job Title||Business planning and retention SM|