DEPARTMENT : Marketing

VACANCY : Lead – Loyalty, Usage & Retention

LEVEL : Manager

LOCATION : Lusaka, HQ

JOB PURPOSE

To provide operational and strategic support to all Customer Value Management (CVM) activities. Support the end-to-end Customer Lifecycle/Value Management, New product and campaign development, campaign performance management, campaign quality assurance, Systems and Operations.

CORE RESPONSIBILITIES ARE:

• Develop Customer Value Management strategies and ensure timely implementation.
• Prepare comprehensive Product notes and Financial Business.
• Define and brief reporting requirements to the CVM campaign programmer team and monitor KPIs for all campaigns.
• Ensure that all CRM System campaigns are set up as prescribed in the product concept note.
• Perform in-depth post launch analysis on campaign effectiveness on A/B tests and set up framework for business recommendation. Be the main leads for Customer Life Cycle Marketing (CLM) campaign performance reporting and analysis.
• Develop report dashboards for daily/weekly/monthly campaign performance tracking.
• Provide business administrative support for the team on CRM application UNICA/AVAYA.
• Ensure all BTL communication adheres to policy and regulatory standards.
• Manage and monitor all Business Systems Communication.
• Support and guide the in-house campaign management team and external vendors to enhance campaign management tools.

REQUIREMENTS

Educational Qualifications & Functional / Technical Skills:

• A recognized University degree in Marketing, Economics, Finance or equivalent discipline.
• Strong analytics skills.
• Experience in a telecommunication environment will be an added advantage.
• Proficient in Analytics, Research Methods, and SQL Data Mining.

Relevant Experience:

• Minimum of 5 years working experience in CVM operations and campaign management.
• Extensive campaign analysis and reporting experience in a complex environment.

COMPETENCIES REQUIRED FOR THE POST

• Result orientated.
• Focused on achieving business success and strong relationship management.
• Proactive and displaying Entrepreneurial Spirit.
• Ability to work under pressure.
• Excellent communication skills and stakeholder management.
• Strong commercial acumen and customer focus.
• Must be a member of the Zambia Institute of Marketing.