Job Title: Coordinator Retention & Loyalty – Marketing
Organisation: Uganda Telecom Limited (UTL)
Duty Station: Kampala, Uganda
Reports to: Manager Mass Market
About UTL:
Uganda Telecom is committed to providing exceptional telecommunication services that meet our customer’s needs and improve our efficiency. We now have a vacancy in our organization. We invite you, if you are a self-driven, results-oriented individual, a team player who is keen on a new experience to take up the challenge for an efficient business delivery model.
Key Duties and Responsibilities:
- Develop a comprehensive customer database to enhance the quality Of decision making.
- To work within the framework& guidelines provided by the Manager VAS & Head of Marketing with an aim to meet the set business plan focused towards customer stickiness,loyalty & retention.
- Oversee the design of the loyalty programme and all related features.Work closely with external vendor resources/partners to ensure delivery of a sustainable loyalty program
- Develop and implement the business CRM & Loyalty strategy to improve acquisition and retention to customers.
- Analyse customer usage paterns and develop tactical campaigns to sustain the the revenue growth trend.
- Analyse performance of all retention/loyalty campaigns using statistical and economic analysis techniques. Recommend adjustments where necessary and drive continued improvement to meet the business objectives.
- Drive customer lifecycle and value through continuos improvement of the customer’s experience at all touch points & analysis of behaviour patterns.
- Work closely with the R&D team to conduct routine dip-stick surveys for insights on consumer satisfaction index.
- Provide routine (daily, weekly and monthly) reports on customer churn patterns.
- Analyze the customer behavious and usage paterns on daily basis, predict the potetential churners and develope strategies & campaigns focused at retetention
Qualifications, Skills & Experience:
- Bachelors in Commerce, Marketing or a related field.
- Minimum of 3 years’ experience in a customer or marketing environment.
- Experience in managing a large customer base
- Experience in Customer Relationship Manager
- Extensive knowledge and experience in CRM Models in telecommunications environment.
- Excellent communication skills
- Strong Interpersonal skills
- Good Organisations skills
- High integrity
- Strong analytical skills
- Computer literate
- Result oriented
- Strong commercial sense
- Strong customer management focus.
How to Apply:
All suitable jobs candidates willing to work with one of Uganda’s leading telecom companies, UTL should send their applications to:
The Chief Human Resource & Administration Officer
Uganda Telecom
Telephone House
P.O Box 7171, Kampala, Uganda
Deadline: 14th June 2013
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