Etisalat Nigeria New Vacancies

Etisalat Nigeria commenced commercial operations on 23 October 2008
with a promise to deliver
innovative and quality services in Nigeria.
Since then, we have continued to deliver the best possible experience at
the most affordable price to our subscribers.

This commitment
has led to the growth of our active subscriber base to over 21 million
in just six years. Today, Etisalat has network coverage in all 36 states
of the federation including Abuja, the federal capital territory as we
continue to build our network and expand to new locations.

Job Title:  Specialist, Customer Value Management

Job Summary       

Develop and measure customer retention and life cycle management,
programmes and campaigns through the outbound and inbound channels to
reduce churn and increase usage across all the products and services.

Educational Requirements       

• First degree in a relevant discipline from a recognized university

Principal Functions     

• Participate in the development, implementation and measurement
  pro-active and re-active retention programmes to attain and exceed churn
  targets.
• Monitor customers’ movements daily across various services/products
  and propose a proactive 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 and inbound channels.
• Anticipate and identify customer needs and dissatisfaction issues in order to aid pro-active customer engagement
• Build strong relationship with segment managers, IT and pricing team
  to ensure a quick turnaround of campaign development and execution
• Manage campaigns (retain, cross-sell, up-sell & deep-sell) end-to-end
• Analyse the campaign results and understand the impact on customer
  behaviour and ROI, with a view to utilizing outputs to refine the next
  round of campaigns for the specific channels
• Manage campaign and capability limitations, initiating projects and
  actions to minimize the impact on campaign deployment and scale
• Translate the customer value management roadmap into campaign briefs and designs for specific retail channel  
• Analyse outbound/inbound campaign results and propose
  recommendations to the business base on campaign performance and
  evaluation ;
• Consistently communicate key findings from campaign analysis
  (uptake/ usage prediction, campaign effectiveness) to segments and
  product managers for effective offer development.
• Work in close coordination with analytics team to identify pockets of opportunities within the base for a targeted BTL campaign.

Experience, Skills & Competencies       

• Three (3) to Five (5) years post NYSC work experience.
• There is an essential requirement for data analysis and critical thinking skills
• A Post-graduate qualification would be advantageous.
• Project Management experience will be an added advantage.
• Experience in campaign development and execution lifecycle
• Experience of a combination of the following: Direct
  Marketing/Customer Value Management, with Customer Data analysis and
  management reporting (essential)

How to Apply