Manager - CVM Analytics at MTN Nigeria

MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt. MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria. Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever. The company\'s digital microwave transmission backbone, the 3,400 Kilometre Y\'elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y\'elloBahn has significantly helped to enhance call quality on MTN network.

Reports To: Senior Manager - CVM Analytics and Insight

Division: Marketing

Description

• Provide proactive insights to address customer behavior associated with customer identification attraction, retention and customer developments
• Provide detailed granular insights (network, customer behavior, channel, competition etc.) on regional, territory & cluster performance; identifying growth opportunities, root causes, risks and tactical initiatives to improve performance 
• Drive micro market stimulation & address location-based competitor offers by working with the CVM, Sales, Network & Segment teams to drive geographic BTL offers for optimal incremental revenue, improved Network QoS, on-ground activities and one-on-one customer engagement initiatives to drive regional performance
• Support CVM, Product Managers and Segment Managers with analytics & product monitoring reports
• Gather requirements and respond to stakeholder requests to ensure the team backlog is focused on impactful work
• Identify coverage risks and opportunities (i.e. in terms of churn and acquisition potential) and define strategic targets for Network Coverage optimization around costs, coverage quality needs, market opportunities and customer
• Secure successful implementation of key transversal location/geo-based projects and initiatives across MTNN
• Interprete the customer base marketing strategy to identify, plan and implement/build the analytical capabilities required to deliver the CVM base management strategy
• Ensure timely base management reporting and visualization 
• Drive the ROI of base management activity through ensuring the provision and continuous improvement of actionable insights, analyses, CVM reports and dashboards
• Manage delivery of insight for the customer base to the rest of the business, including actionable value- and needs-based segmentation and predictive models, linked with competitor intelligence, and market research.
• Analyze commercial impact of BTL programs on product penetration, ARPU and volume/ value churn. Operational analysis of base to identify opportunities to apply products and tariffs to maximize lifetime value.
• Ensure that the base analytics team has the appropriate level of customer data (quality, breadth and recency), along with the required application toolset, to perform their base analytics responsibilities.
• Develop & Implement models alongside with reporting templates & working flow for standard/ad-hoc requests such as Customer Behavior/CxO Reports/Churn/VLR/GEM etc.
• Create an environment that enables innovation for direct subordinates and across cross-functional teams
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules

Education:

• First degree or equivalent qualification, preferably with analytical focus, marketing or commercial subjects
• Industry certification(s) and/or post-graduate/professional qualification(s) in a related field (an added advantage)
• Fluent in English

Experience:

6 - 13 years’ experience which includes:

• 4 years’ experience in the telecoms industry with at least 2 years in supervisory role
• Experience leveraging analytical tools including SQL, python, R, Power-BI to build analytics product and perform analysis
• Experience reviewing code for analytics models and providing recommendations for performance improvement
• Experience presenting to and communicating with senior leadership teams to influence product direction and strategy
• Experience in applying various quantitative techniques to address business problems
• Strong leadership abilities, business acumen and stakeholder management
• Experience in CVM methodology, principles, capabilities, and techniques
• Demonstrated leadership of an established and successful CVM function within MTN or another operator recognized as a leader in CVM
• Demonstrated ability to influence management level staff in group and 1:1 situations
• Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level
• Experience with research- and analytics-driven quantitative pricing techniques (e.g. choice modelling)

Method of Application