tiGO Churn & Retention Specialist Job Vacancy in Ghana

Role
Purpose

The
selected individual will be responsible for analysing and understanding all
aspects of the customer life cycle in order to reduce customer churn. (S)He
will be required to implement programs to prevent churn and accomplish churn
reduction.

Key
Responsibilities

Designing
and managing the successful implementation of anti-churn offers;
Defining
targets & filters based on ARPU/segment, inactivity, product
utilization levels, and other relevant criteria for all anti-churn offers;
Managing
segments on churn subscriptions and ensuring a reduction in churn among
the High Value base;
Managing
& updating a complete KPI dashboard to track anti-churn program
performance;
Creating
and understanding segment behavior of churning customers;
Analysing
reasons customers churn and all associated customer data;
Understanding
existing business rules and operations related to customer lifecycle and
recommending improvements where necessary;
Developing
and implementing retention programs;
Staying
current on all related industry best practices related to customer
retention;
Developing
and creating detailed visibility reporting on churn metrics and retention
program results.

Position
Requirements

A
Bachelor’s Degree in Economics, Mathematics, Statistics, Engineering,
Business Administration or any other related field. A Master’s degree in
Finance, Commerce, Marketing or a related field will be an added
advantage;
Minimum
of two (2) years’ experience in a similar role with demonstrated
outstanding analytical capabilities;
Good
comprehensive offer design experience with full knowledge of analytical
methodologies and scenario modeling;
Exceptional
analytical, conceptual and problem-solving abilities;
Good
customer service orientation coupled with excellent communication skills
Ability
to work under pressure and to tight deadlines;
Ability
to work effectively with a wide range of cultures in a diverse community.