Job Title: Analyst – CVM Base Management (Fresher Jobs)
Organisation: MTN Uganda Limited
Duty Station: Kampala, Uganda
Reports to: Senior Analyst – Customer Value Management
About US:
MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary: The Analyst – CVM Base Management will be tasked with planning, building, maintaining, commercializing, and implementing predictive and segmentation models spanning prepaid, and enterprise bases.
Key Duties and Responsibilities:
- Perform churn analysis & propose actions to reduce overall and product churn.
- Data Collection and Analysis: Collect and analyze customer data, including usage patterns and customer health metrics, to identify trends and insights that inform decision-making.
- KPI Monitoring: Develop and maintain key performance indicators (KPIs) to track and measure customer health. Generate regular reports and share insights with stakeholders.
- Customer Segmentation: Segment customers based on various criteria such as product usage, activity, and feedback to tailor engagement strategies and support initiatives that will accelerate revenue and stickiness.
- Predictive analysis: Utilize predictive analytics models to forecast customer behavior, identify potential churn risks, and recommend proactive measures to mitigate them.
- Customer feedback: Analyze customer feedback and survey responses to gain insights into satisfaction levels and areas for improvement. Translate feedback into actionable strategies.
- Product adoption analysis: Assess product adoption rates and identify opportunities to improve user onboarding and future utilization through data-driven recommendations.
- Cross functional collaboration: Collaborate closely with other stakeholders like, Sales, Marketing, and enterprise and mobile money teams to share insights and influence strategies for enhancing customer retention.
- Automation and tools: Implement and maintain data automation processes and tools to streamline campaigns and reporting.
- Continuous Improvement: Stay updated on industry trends and best practices in base management analytics to continuously improve our approach.
Managerial / Supervisory Responsibilities
- Have the self-insight and flexibility to adapt to different situations.
- Communicate actively and effectively resolving any potential conflicts that may arise.
- Employee relations and collaborative teamwork
- Manage contributions and expectations of external service providers and stakeholders.
- Ensure ongoing liaison with other areas of the business.
- Review performance management, evaluating, assessing, and tracking performance to ensure that objectives and targets are achieved.
- 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’ behavior.
- Influence other stakeholders to achieve the business objectives of the channel.
Creativities (improvement/innovation inherent)
- Suggests concrete ways to improve productivity and improve resource utilization.
- Strive to automate processes and procedures wherever possible.
- Apply market research in an optimal way to continually improve processes and procedures.
- Communicate results and recommendations to the relevant areas of the business to build a competitive advantage.
- Recommend creative and innovative solutions to enhance MTN performance.
- Establish sound relationships with service providers and vendors and business segments.
- Encourage continuous service improvement.
- Implement cost-saving activities.
Vulnerabilities (control span)
- Business expectations vs. the delivery reality
Data integrity
- Poor customer service will impact negatively on revenue.
- Speed to market
- Limited resources
- Evolution of technology
- Legislative changes
- Reliance on the stability and availability of systems
- Non-achievement of turnaround times
- Inappropriate processes resulting in delayed service to clients.
Qualifications, Skills and Experience:
- The applicant for the MTN Uganda Analyst – CVM Base Management job must hold a Bachelor’s degree preferably in mathematics, Actuarial Science, Economics, Information Technology, Statistics, Business computing or Commerce
- Postgraduate qualification in Marketing or Business Administration will be an added advantage
Other Training:
- Data Science, Machine Learning, Data Analysis and Visualization
- Computer Science, Software Engineering, Statistics and Applied Mathematics
- Systems design and testing
- Big Data technologies
- Data Warehousing
- Customer Value Management,
Work Experience
- At least 2 years’ experience in business analysis and financial modeling in the marketing environment.
- Proven experience in data analysis and reporting, with a focus on customer value management.
- Proficiency in data analysis tools and languages (e.g.SQL, Python, R).
- Strong analytical thinking and problem-solving skills.
- Excellent communication skills with the ability to translate data insights into actionable recommendations.
- Detail-oriented and able to manage multiple data sources efficiently.
- Demonstrated leadership in predictive and heuristic modelling within a large organization.
- Telecommunication experience is an added advantage.
Knowledge:
- Expertise in customer data, information systems, data warehouses, data marts, business intelligence software and systems
- CVM methodology, principles, capabilities, and techniques.
- Business Analysis and Data Management
- Statistical modeling and multivariate analysis
- Segmentation techniques
- Scoring techniques
- Data Quality analysis
- Algorithm Knowledge
- Data mining and predictive analytics
- Reporting and performance analysis
- Knowledge of local markets, including market trends
- Business Performance Measurement & Management
- Business and financial planning
Attributes and Skills Necessary Skills:
- Results Achiever – Produces sustainable commercial results through ethical practices.
- Operationally Astute – Sets priorities, plans, organizes and co-ordinates work to deliver the highest commercial returns.
- Ability to Translate commercial objectives to technical terms for ensuring underlying system readiness.
- Strong Strategic and Analytical Thinking
- Strong Knowledge in Campaign Management and CRM tools (Flytxt is an added advantage)
- Advanced statistical software skills (SQL, Python, R, etc)
- Advanced use of Excel (Excel, VBA for Excel, etc)
- Business and strategic acumen
- Strong interpersonal, negotiation skill and conflict management skill
Behavior Attributes
- High performing individual with strong standing to be perceived as peer for senior management.
- Ability to support overall campaign management design.
- High level of energy and creativity, willingness to go the extra mile.
- Open and trustworthy personality and strong relationship building
- Strong sense of professionalism and integrity
- Highly driven and motivated individual, with strong personal presence, integrity and resilience
- Effective Communication
- Planning and organization
- Results orientated.
- Team player
- Composed and confident
- Focused and priority driven.
- Customer centricity
- Pressure tolerance
- Consultative
- Alert to environment changes and trends
- Balances personal life with work
How to Apply:
All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.
Deadline: 3rd March 2024
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