Safaricom Jobs , EBU CUSTOMER VALUE MANAGER

Safaricom Limited is the leading mobile telecommunications company in Kenya. We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community. At Safaricom, we take pride in our talent and develop them to realize their maximum potential!

EBU CUSTOMER VALUE MANAGER

REF: EBU_ECVM_January_ 2013
Reporting to the Senior Manager-Enterprise Planning & Pricing, the job holder will provide insights into the Enterprise customer behavior and develop usage stimulation strategies and implement action plans that will improve Customer retention.

Key Responsibilities

• Conduct Customer and Subscriber profiling with an objective of providing insights key in growth of existing revenue streams;
• Segmentation of EBU Subscribers into HVC and Base using a scientifically defined matrix, maintain data base this subscribers and monitor movement regularly;
• Segmentation of EBU Customers into Commtechs scientifically defined matrix, maintain data base of such customers and monitor movement regularly;
• Define clearly rules of customer acquisition with an aim of ensuring EBU acquires quality customers as measured by cost of acquisition, ARPU and Churn levels;
• Using the CVM Models, identify opportunities and implement viable revenue and usage stimulation initiatives;
• Assess impact of various promotions/usage stimulations on revenue and make viable recommendations to the business;
• Conduct regular analysis on customer trends;
• Define, Review and Maintain EBU loyalty program in line with business changes by ensuring proper churn management across all segments;
• Report on Management of EBU Customer Contract Cycle process detailing all expiring customer contracts and proposed value proposition to ensure renewal of contract;
• Annual Benchmarking on Industry Loyalty programs with a view of maintaining EBU leadership in customer retention.

Minimum Requirements

• A Post graduate degree in MBA Economics,  BCOM,  IT or Actuarial Science with at least 5 years’ experience in strategic planning and customer management;
• Project management skills will be an added advantage;
• Highly organized, conscientious and detail oriented;
• Innovative and creative;
• Strong communication skills;
• Team player and Customer focused;
• Strong experience in project and business management;
• Confident, intelligent and presentable.

If you are up to the challenge, posses the necessary qualification and experience, please send your resume and application letter indicating why you are the most suitable candidate for the role clearly quoting the job title and Ref No to the address below by Thursday 7th  Feb 2013.

Senior Manager - Talent Acquisition 
Safaricom Limited
Via email to:
hr@safaricom.co.ke