Key Performance Areas:
1.    Strategy
Enable the customer base management strategy and campaign roadmap by performing deep base analytics on subscriber churn and retention trends, identifying commercial opportunities which support the overall CVM strategy and P&L. Feedback deal construct requirements, competitor and loyalty program performance to the Manager: Customer Segmentation & Propensity Modelling and Manager: Customer Insight Base Distribution & Lead generation.

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

3.    Capability

o    Automation of loyalty tracker
o    Support the integration of call centre feedback on churn and retention initiatives into Flytxt
o    Ability to extract and report on data

Supervisory / Leadership / Managerial Complexity:

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

Role Complexity:
Financial (limits/mandates etc.)
o    Project delivered within set budgets

Non-financial (customers/staff etc.)
o    External vendor/partner management
o    Cross-functional stakeholder management – support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)

Lateral Dimensions:

Creativities (improvement/innovation inherent)
o    Suggests concrete ways to improve productivity, and improve resource utilisation
o    Strive to automate processes and procedures wherever possible
o    Apply market research in an optimal way to continually improve processes and procedures
o    Communicate results and recommendations to the relevant areas of the business to build a competitive advantage
o    Recommend creative and innovative solutions to enhance MTN  performance
o    Establish sound relationships with service providers and vendors and business segments
o    Encourage continuous service improvement
o    Implement cost-saving activities

Vulnerabilities (control span)
o    Business expectations vs. the delivery reality
o    Data integrity
o    Poor customer service will impact negatively on revenue
o    Speed to market
o    Limited resources
o    Evolution of technology
o    Legislative changes
o    Reliance on the stability and availability of systems
o    Non-achievement of turnaround times
o    Inappropriate processes resulting in delayed service to clients

Collaboration:
Responsibility towards:

Non-financial (customers/staff etc.)
o    External vendor/partner management
o    Cross-functional stakeholder management – support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)
Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgment.
Independent thought and Judgment:
o    Dissemination of information
o    Monitoring of compliance, performance and efficiency
o    System, process and procedure fine-tuning and development to achieve business objectives
o    Decision-making that is effective and responsible for profit and customer and business sustainability and growth
o    Make decisions to drive immediate response times
o    Use information to drive in-built excellence
Authorities:
o    As per delegation of authority

Minimum Requirements -.

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

Global Experience Standards (10)
o    Min 2 years of relevant work experience
o    Fluent in English
o    Demonstrated ability in base analytics within a large organisation
o    Experience in subscriber churn analysis
o    Commercially astute
o    Prior experience in loyalty program analysis (preferred)
o    Prior experience of mobile industry (preferred)
o    Demonstrated ability to influence management level staff in group and 1:1 situations
o    Demonstrated ability to create structure within an unstructured environment
o    Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level

Competencies
Head – Big Picture Focus (20)
o    Strategy Implementers – Ensures execution of strategies through creating and implementing tactical plans for others to follow
o    Decisive Problem Solver –  Has the mental agility to identify business challenges and explore effective solutions through effective influencing
o    Best Practice Value Creator – Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings
Heart – Emotionally Intelligent (30)
o    Culture and Change Champion –  Role models ethical practices by living the MTN values and vital behaviours for others to follow
o    Relationship Builder  –  Builds relationships across the business in order to influence decision-makers and build team credibility

Hands – Results Focused (40)
o    Results Achiever –  Produces sustainable commercial results through ethical practices
o    Operationally Astute – Sets priorities, plans, organizes and co-ordinates work to deliver the highest commercial returns

General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)
o    Flexible working hours
o    Flexibility to travel (local / international)
o    Attending functions after hours
o    Pressure to meet tight deadlines
o    Working in a dynamic and open plan environment

KPA Quality Standards
1.    Delivery, implementation and enhancement of a loyalty tracker
2.    Delivery, implementation and enhancement of a CVM specific deal creation program
3.    Churn and retention forecast