Analyst-Customer Value Management (Outbound),Lagos,Etisalat Nigeria
Emerging Markets Telecommunication Services (EMTS), trading as Etisalat, is a Nigerian company duly incorporated under the laws of Nigeria in partnership with Mubadala Development Company and Etisalat of the United Arab Emirates. Incorporated in Nigeria as a private company, it acquired the Unified Access License from the Federal Government in January 2007. The license includes a mobile license and spectrum in the GSM 1800 and 900 MHz bands. Etisalat acquired a 40% stake in EMTS and is now the operator of the Unified Access License.
Etisalat has been the telecommunications service provider in the United Arab Emirates since 1976 and has footprints in 18 countries traversing the Middle East, Asia and Africa. In its many years of operations, it has built up state-of-the-art telecom infrastructure and taken a leadership position of innovation, and quality service delivery among regional and international operators.
Develop, implement and measure pro-active and re-active retention programmes to attain and exceed churn targets
Monitor customers’ movements daily across various services such as easylife and homezone with a pro-active usage enhancement campaign aimed at addressing any noticeable decline in various product baskets
Constantly evaluate churn metrics to immediately implement remedies and improve on campaign business rules when necessary
Develop other customer lifecycle programmes including win-back and loyalty programmes while maximizing the outbound channels
Anticipate and identify customer needs and dissatisfaction issues in order to aid pro-active customer engagement
Analyze outbound campaign results and propose recommendations to the business base on campaign performance and evaluation
Perform any other duties as may be assigned by the Manager-Churn & Retention
First degree or equivalent in a relevant discipline
Expert knowledge of competitive environment, consumer trends and trade practices in the industry.
Knowledge of campaign management solution within telecoms industry.
Demonstrable data-mining and analytical skills.
Excellent understanding of customer data analysis, propensity modeling and segmentation techniques.
Between one (1) and two (2) years directly relevant post-NYSC work experience within telecoms business environment
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Deadline 26th March 2012