Senior Analyst - Customer Value Management (Marketing)

About the role

MTN Uganda Limited is recruiting one Senior Analyst for its Customer Value Management (Growth & New Business) team, reporting to the Senior Manager. The role covers analysis and the delivery of reports tracking key KPIs, ad hoc deep-dive analysis, customer segmentation and predictive models to drive proactive actions, with the aim of reducing churn and increasing customer loyalty.

Key responsibilities

• Design, implement and manage the Customer Development and Retention strategy, including proactive marketing to save at-risk customers and bring back churned ones for fixed internet and new business.
• Contribute to the CVM strategy and budget so that incremental revenue and non-financial KPIs align with business targets.
• Analyse product trends and risky areas, and deliver actionable segmentation linked to competitor intelligence and market research.
• Analyse the commercial impact of new business and fixed internet BTL programmes on penetration, ARPU and churn, and run operational analysis of the base.
• Monitor campaign results, budget compliance and feedback, evaluate customer propensities and forecast campaign impact on usage and behaviour.
• Design retention plans and campaigns, review active base and customer lifecycle management, and recommend corrective actions.
• Build predictive churn models, define the end-to-end customer lifecycle plan by segment, and drive the ROI of base management through insights, reports, dashboards and models.

Required profile

• Bachelor's degree in Information Technology, Actuarial Science, Computer Science, Statistics or Business Computing.
• At least 3 years' experience in business analysis and financial modeling in a marketing environment.
• Demonstrated leadership in predictive and heuristic modelling within a large organization.
• Strong analytical thinking, problem-solving and communication skills, and ability to handle multiple data sources.

Required skills

• Data analysis tools and languages such as SQL, Python and R.
• Advanced statistical software and advanced Excel (including VBA).
• CRM tools (Flytxt is an added advantage).
• Training in statistical analysis, machine learning, business analysis, customer value management and statistical modeling.