Churn & Retention Manager

SUMMARY:
The Role:

Our client is seeking a Churn Retention Manager who Enables the customer churn management strategy and churn reduction initiatives by performing customer segmentation, credit analytics and churn propensity modelling on subscribers. identify commercial opportunities which support the overall CVM strategy and PL. Feedback proposition/c...

POSITION INFO:
The Role:

Our client is seeking a Churn Retention Manager who Enables the customer churn management strategy and churn reduction initiatives by performing customer segmentation, credit analytics and churn propensity modelling on subscribers. identify commercial opportunities which support the overall CVM strategy and PL. Feedback proposition/campaign construct requirements credit management initiatives to the Senior Manager.

Essential Functions:

Strategy

Enable the customer churn management strategy and churn reduction initiatives by performing customer segmentation, credit analytics and churn propensity modelling on subscribers. identify commercial opportunities which support the overall CVM strategy and PL. Feedback proposition/campaign construct requirements credit management initiatives to the Senior Manager.

Delivery

• Support analysis to build and refine a subscriber churn management program
• Create and maintain a churn tracker, measuring and forecasting churn and retention rates against targets
• Perform monthly deep dives on base churn to understand emerging subscriber trends
• Establish governance on postpaid CVM deal creation for retentions and saves
• Evaluate 100% of postpaid saves and retention campaignsâ?? effectiveness to find opportunities to refine offerings
• Automation of churn prevention initiatives
• Support CVM target setting on churn and retention
• Support the integration of call centre feedback on churn and retention initiatives into Flytxt

Capability

• Automation of churn prevention initiatives
• Support the integration of call centre feedback on churn and retention initiatives into Flytxt
• Ability to extract and report on data
• Ability to manage business partners that form part of the credit control and saves environment

Supervisory / Leadership / Managerial Complexity: 

• Manage contributions and expectations of external service providers and stakeholders
• Ensure ongoing liaison with other areas of the business
• Review performance management, evaluating, assessing and tracking performance to ensure that objectives and targets are achieved
• Build and enforce a customer centric approach
• Communicate actively to effectively resolve any potential conflicts that may arise
• Have the self-insight and flexibility to adapt to different situations
• Live the clients Brand values â??influence employees behavior
• Influence other stakeholders in order to achieve the business objectives of the channel

Role Complexity:

Financial (limits/mandates etc.)

• Project delivered within set budgets

Non-financial (customers/staff etc.)

• External vendor/partner management
• Cross-functional stakeholder management - support from other functions (specifically but not limited to Credit Control, Collections, Product Marketing, Brand Communications, Finance and Technology)

 

Education required:

• Diploma, university degree or equivalent qualification in mathematics, engineering, statistics, economics, econometrics or any other commercial or science degree
• Average of 55%

Global Experience Standards:

• Min 5 years of relevant work experience
• Fluent in English
• Demonstrated ability in base analytics within a large organisation
• Experience in subscriber churn analysis
• Commercially astute
• Prior experience in churn management essential
• Prior experience of mobile industry (preferred)
• Demonstrated ability to influence management level staff in group and 1:1 situations
• Demonstrated ability to create structure within an unstructured environment
• Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level

Head - Big Picture Focus 

• Strategy Implementers - Ensures execution of strategies through creating and implementing tactical plans for others to follow
• Decisive Problem Solver - Has the mental agility to identify business challenges and explore effective solutions through effective influencing
• Best Practice Value Creator - Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings

Heart â?? Emotionally Intelligent

• Culture and Change Champion - Role models ethical practices by living the clients values and vital behaviours for others to follow
• Relationship Builder -  Builds relationships across the business in order to influence decision-makers and build team credibility

Hands â?? Results Focused 

• 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    

• Flexible working hours
• Flexibility to travel (local / international)
• Attending functions after hours
• Pressure to meet tight deadlines
• Working in a dynamic and open plan environment

NB! This job is now closed. You can apply for other jobs by uploading your CV.