Job Title: Senior Analyst – Customer Value management (Growth & New Business)
Organisation: MTN-Uganda
Duty Station: Kampala, Uganda
About Organisation:
MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary: To perform analysis and manage the realization of fixed and new business objectives through provision of a core set of reports that measure and track performance of key KPI’s within the portfolio, ad hoc deep-dive analysis, development & enhancement of customer segmentation and provision of predictive models to improve proactive actions.
Key Duties and Responsibilities:
- Design, implement and manage the MTN Customer Development & Retention strategy, policies and objectives including driving proactive marketing initiatives aimed at saving at risk customers and bringing back churned customers for fixed internet and new business product and services.
- Provide input into the overall CVM fixed and new business strategy and budget by ensuring that incremental revenue and other nonfinancial KPI’s are aligned and support the overarching business goals/targets.
- Analyse fixed internet and new business product trends and highlight risky areas that may be developed further to increase customer retention, loyalty and revenue.
- Manage delivery of insight for customer base to the rest of the business, including actionable value- and needs-based segmentation linked with competitor intelligence, and market research.
- Analyse commercial impact for new business and fixed internet BTL programs on product penetration, ARPU and volume/ value churn and conduct operational analysis of base to identify opportunities to apply products and tariffs to maximize value.
- Monitor campaign results, including compilation of periodical activity, budget compliance and feedback reports to design new value propositions.
- Evaluate customer propensities to respond to campaigns and forecast the impact of campaigns ‘on customer usage and behaviour.
- Design and implement proactive and reactive retention plans and coordinate the design of relevant campaigns, collating inputs and requirements from segment managers.
- Review organizational Active base management and Customer lifecycle management activities and assist in recommending corrective actions as required.
- Ensure alignment of offers with customer value and segment characteristics and requirements.
- Report on results, including compilation of periodical base management activities, impact assessment and feedback reports.
- Identify trends pertaining to customer queries and needs and use this information to continually improve all aspects of service delivery within fixed internet and new business.
- Maximise customer lifetime value for MTN customers by driving usage and loyalty in line with MTN Uganda’s business objectives with the overall aim of reducing churn, increasing loyalty and tenure.
- Predictive churn modelling and proactive management of churn
- Define the overall specifications of the end-to-end customer lifecycle management plan by segment, in coordination with key stakeholders.
- Drive the ROI of base management activities through ensuring the provision and continuous improvement of actionable insights, analysis, CVM reports/ dashboards and models.
- Timely monitoring and reporting on the campaign impact and performance.
Qualifications, Skills and Experience:
- A bachelor’s degree in information technology, actuarial science, computer science, Statistics or Business computing
Other Training:
- Statistical analysis and machine learning model development
- Business analysis and intelligence
- Customer value management (customer analytics and campaign management)
- Business management training. Performance Management.
- Advanced accounting training and statistical modelling
Experience:
- At least 3 years’ experience in business analysis and financial modeling in the marketing environment.
- 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.
Knowledge, skills and competencies
- 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
NB: Female applicants are strongly encouraged to apply.
In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.
How to Apply:
All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.
Deadline: 6th June 2025
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