Vacancy title:
Analyst: Commercial Marketing and CVM Analytics

[Type: FULL_TIME, Industry: Telecommunications, Category: Advertising & Marketing]

Jobs at:
MTN Zambia

Deadline of this Job:
Thursday, August 14 2025

Duty Station:
Lusaka | Lusaka | Zambia

Summary
Date Posted: Thursday, August 7 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Under the supervision of the Manager Home Commercial, below are the Key Job Responsibilities;

• Develop and implement customer retention strategies and roadmaps, focusing on reducing churn and enhancing customer lifetime value (CLV) across the home broadband portfolio;
• Spearhead the design and execution of customer segmentation strategies, utilizing data-driven insights to identify key customer groups for targeted campaigns and personalized offerings;
• Utilize predictive modelling and advanced analytics tools to forecast customer behavior, identifying high-risk customers and innovation opportunities for proactive engagement and retention;
• Collaborate with cross-functional teams, including marketing, sales, and customer operations to align customer insights with opco business objectives and drive customer-centric home initiatives;
• Provide inputs into home product and service design, using customer data to inform decisions on new innovative offerings, bundles, and promotions that enhance customer value;
• Support the creation of customer engagement campaigns, ensuring that analytical insights are embedded in campaign and improve customer satisfaction and retention;
• Guide the integration of customer feedback and behavioral data into CVM strategies to enhance targeting accuracy and personalization efforts;
• Drive the execution of Opco home CVM initiatives by developing and implementing data-driven strategies that align with business objectives and maximizing long-term value;
• Conduct comprehensive customer segment analysis to guide the creation of personalized marketing campaigns that drive customer retention and enhance overall engagement;
• Partner with opco home marketing and sales teams to design and execute customer retention and acquisition campaigns, leveraging analytics to track progress, optimize and enhance overall campaign performance;
• Apply A/B testing, multivariate analysis, and other analytical methodologies to continuously refine and optimize marketing strategies, ensuring higher ROI and improved outcomes for customer-focused campaigns;
• Leverage customer satisfaction tools such as Net Promoter Score (NPS) and feedback surveys to gain insights into customer sentiment, guiding strategies aimed at enhancing engagement, loyalty, and long-term satisfaction;
• Analyze churn data and customer behavior to uncover patterns and trends, contributing to the development of proactive initiatives that reduce customer loss and enhance retention efforts;
• Identify Customer Lifetime Value (CLV) insights ensuring that marketing strategies are aligned with long-term customer retention goals, and maximize customer value throughout their lifecycle;
• Collaborate with opco home product, technology, and customer care teams to ensure that data-driven insights inform product design, enhance service delivery, and optimize customer support processes for improved satisfaction;
•  Develop and maintain dashboards to track key KPIs related to customer retention, churn, and engagement, providing regular performance updates to opco home leadership for data-driven decision-making;
• Ensure compliance with data privacy regulations by verifying that all home customer data used for analytics adheres to legal and regulatory standards, maintaining the integrity and confidentiality of sensitive information;
•  Conduct regular status meetings, providing updates to opco home stakeholders and addressing any concerns;
• Provide input in strategic meetings when required;
•  Offer input for proposals related to changes in initiatives, policies, or procedures that could impact home customer delivery or service standards;
• Manage and resolve escalations that have impact on critical path of service delivery;
• Escalate issues that will result in significant delays, scope changes, employee/customer or cost impact if not resolved;
•  Monitor opco home performance against agreed KPIs and their compliance to SLAs and reverse SLAs;
• Ensure execution in alignment with divisional strategy;
•  Continuous performance monitoring and adjust strategy and actions to deliver targets;
• Report on a periodic basis relating to progress made within the function and in accordance with the measurement metrics set by the organization;
• Report on an ad hoc basis on specific projects, as required;
• Any other responsibilities or tasks as maybe assigned by management.

Candidate Requirements

• Grade 12 Certificate with 5 credits or better of which English and Mathematics are a must;
• Minimum of a 4-year tertiary qualification in Business Administration, Marketing, Data Science, Mathematics, Economics, or a related field;
• A minimum of 5 years of relevant work experience in Customer Value Management (CVM), customer analytics, or a related field, preferably in the telecom or broadband sector;
• Proven experience in designing and executing data-driven CVM programs specifically for Home Broadband products (FTTH, FWA), including plan upgrades, usage stimulation, and retention of high-value households;
• Demonstrated ability to translate complex data sets into actionable insights that drive measurable improvements in churn reduction, and customer lifetime value;
• Hands-on experience leading cross-functional analytics initiatives that align with commercial goals, including pricing optimization, upsell strategies, and segment-based targeting;
• Experience in developing and managing CVM campaign performance dashboards and delivering executive-level reporting with strategic recommendations;

Work Hours: 8

Experience in Months: 60

Level of Education: bachelor degree

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