Responsibilities
- Develop and own the overall customer engagement and retention strategy for prepaid customers, ensuring strong growth in average customer spend, usage, customer retention, and lifetime value.
- Lead end-to-end planning of customer communication journeys, including automated actions based on customer behaviour milestones, real-time behaviour-triggered messaging, and personalised campaign frameworks.
- Drive a data-driven culture by ensuring rigorous use of analytics, controlled experiments, and test-and-learn methodologies to measure campaign impact.
- Collaborate cross-functionally with Marketing, Networks, IT, Customer Experience, and Finance to ensure seamless delivery of customer engagement initiatives and launch plans.
- Benchmark competitor activities and continuously refine propositions, offers, and communication based on customer needs.
- Define and execute a channel migration strategy to shift customer interactions from assisted channels (e.g., retail, call centres) to self-service digital channels (USSD, app, web), improving cost efficiency and customer convenience.
- Develop strategies to grow bundle adoption and usage for voice services increasing the share of customers on bundled plans and driving higher consumption within bundles.
- Manage and optimise all customer campaigns scheduled ,event-based, and real-time across SMS, USSD, app, whatsapp, digital, outbound, and automated voice prompt channels.
- Ensure accurate configuration, testing, and deployment of all new campaigns within customer engagement systems, including proper test design, validation rules, and reporting dashboards.
- Ensure all customer journeys follow compliance, privacy, and regulatory guidelines.
Qualifications
- Bachelor’s degree in relevant field.
- Post-graduate qualification (e.g. CIM), an MBA would be an added advantage.
- Minimum of 3-5 years’ experience in a marketing position, with a focus on product development.
- Minimum of 1 – 2 years’ management experience.
- Experience of Telecommunications Industry or FMCG marketing environment.
Skills critical for the role.
- Ability to operate in a performance driven organization.
- Affinity with and technical knowledge of the latest technologies and services used within the industry and affiliated industries.
- Strong analytical and strategic skills.
- Excellent planning and organisational skills.
- Excellent interpersonal skills.
- Sets high personal standards and is goal oriented.
- Strong coaching skills & leadership skills.
- Excellent communications skills.
