Assist in the development, implementation and measurement of various Below the Line campaign programmes that focus on customer retention and customer life-cycle management. He/She will leverage the outbound and inbound channels for campaign execution aimed at reducing churn and increasing customers’ spend.
Develop and execute micro-segmented marketing campaigns to generate incremental revenue and reduce dormancy on the network
Identify opportunities within the base for revenue optimization and campaign management with the aim of developing relevant programmes to address these opportunities
Monitor and track campaign performance over campaign lifecycle and ensure right decisions are taken regarding continuing or discontinuing campaigns
Design and execute pilot campaigns to determine best approach to campaign deployment, offer development and campaign scripting before scale-up
Utilize both inbound and outbound campaign management platforms for the purpose of campaign execution, deployment and evaluation
Ensure no revenue dilution as a result of campaign activities
Provide support to campaign segmentation analyst as required.
Contribute and participate in campaign idea generation meetings and cross functional Customer Lifecycle Management meeting as required
Perform Customer Lifecycle Management activities that translate into elongated customer life cycle.
Demonstrate broad understanding of Big Data end-to-end ecosystem and dependencies to identify trends in customer dynamics
Interface with segment managers to understand their campaign needs in supporting product development and performance throughout their product lifecycle
Liaise with vendors responsible for managing systems/tools/capabilities within CVM for campaign management and analytical needs
Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
Responsible for developing and executing Below The Line campaigns with the aim of generating incremental revenue and reducing churn on the network
Manage the implementation, tracking and measurement of marketing campaigns
Write, edit and proofread campaign scripts to ensure the best and effective marketing communication is achieved to drive campaign uptake and improved campaign success rate
Regularly monitor and measure ROI of campaigns and take key decisions regarding continuity or modification of campaigns.
Collect and use data to inform new campaigns and the evaluation of existing campaigns
Analyse outbound and inbound campaign results and propose recommendations to the business based on campaign performance and evaluation
Execution of overall customer base strategy to include but not limited to acquisition quality, welcome engagement campaign, upgrade and cross sell strategy, base migrations and retention strategy
Analysis of the customer base to identify segments that have revenue upliftment opportunity or who are a churn risk that require an intervention
Take ownership of the Go to market process, ensuring all processes and customer journeys are designed and followed
Design monthly campaign calendar and campaign plan for execution ensuring timelines are met and targeting is in line with strategy
Perform any other duties as may be assigned by the Manager, Campaign Management
Normal MTNN working conditions
Minimum of 3 years’ experience in an area of specialisation; with experience working with others
Experience working in a medium sized organization
Experience in Database/Direct Marketing or Product Management in telecommunications industry
Experience in developing test design, significance testing, establishing error ranges, and key success metrics.
Expertise in experimental test design
Experience with major campaign management platform(s) within telecoms industry
Demonstrable data-mining, analytical skills and segmentation techniques
Experience in Data Mining & Analysis tools such as (R, Knime, SAS and MS Excel)
Experience in using Business Intelligence tools for data insights generation such as (Power B', MS Power point, MS Excel)
At least 2 years' experience in CVM practices and campaign management
Experienced using predictive modeling techniques and methods suc as (Decision trees. random forest, KNN, Regression and Machine Learning.
First degree in any related discipline
Fluent in English
BA, BEd, BSc or HND.
Knowledge, Skills & Attribute
Good understanding of customer data analysis, propensity modelling and segmentation techniques; excellent understanding of data manipulation and interrogation techniques.
About MTN NIGERIA
MTN Nigeria is part of the MTN Group, Africa's leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt.
MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria.
Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever.
The company's digital microwave transmission backbone, the 3,400 Kilometre Y'elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y'elloBahn has significantly helped to enhance call quality on MTN network.
The company subsists on the core brand values of leadership, relationship, integrity, innovation and can-do. It prides itself on its ability to make the impossible possible, connecting people with friends, family and opportunities.
MTN Nigeria also recently expanded its network capacity to include a new numbering range with the prefix 0806, making MTN the first GSM network in Nigeria to have adopted an additional numbering system, having exhausted its initial subscriber numbering range - 0803.
In its resolve to enhance quality customer service, MTN Nigeria has also introduced a self-help toll-free 181 customer-care line through which subscribers can resolve their frequently asked questions free of charge.
MTN's overriding mission is to be a catalyst for Nigeria's economic growth and development, helping to unleash Nigeria's strong developmental potential not only through the provision of world class communications but also through innovative and sustainable corporate social responsibility initiatives.