Reporting to : Manager Mass Market
Qualifications and skills
Bachelors in Commerce, Marketing or a related field.
Minimum of 3 years’ experience in a customer or marketing environment.
Experience in managing a large customer base
Experience in Customer Relationship Manager
Extensive knowledge and experience in CRM Models in telecommunications environment.
Successful candidates will demonstrate:
- Excellent communication skills
- Strong Interpersonal skills
- Good Organisations skills
- High integrity
- Strong analytical skills
- Computer literate
- Result oriented
- Strong commercial sense
- Strong customer management focus
Key Duties and Responsibilities:
Develop a comprehensive customer database to enhance the quality Of decision making.
To work within the framework& guidelines provided by the Manager VAS & Head of Marketing with an aim to meet the set business plan focused towards customer stickiness,loyalty & retention.
Oversee the design of the loyalty programme and all related features.Work closely with external vendor resources/partners to ensure delivery of a sustainable loyalty program
Develop and implement the business CRM & Loyalty strategy to improve acquisition and retention to customers.
Analyse customer usage paterns and develop tactical campaigns to sustain the the revenue growth trend.
Analyse performance of all retention/loyalty campaigns using statistical and economic analysis techniques. Recommend adjustments where necessary and drive continued improvement to meet the business objectives.
Drive customer lifecycle and value through continuos improvement of the customer’s experience at all touch points & analysis of behaviour patterns.
Work closely with the R&D team to conduct routine dip-stick surveys for insights on consumer satisfaction index.
Provide routine (daily, weekly and monthly) reports on customer churn patterns.
Analyze the customer behavious and usage paterns on daily basis, predict the potetential churners and develope strategies & campaigns focused at retetention
Application procedure
The Chief Human Resources & Administration Officer
Uganda Telecom
Telephone House
P.O Box 7171
Kampala. Or recruitment@utl.co.ug
Closing Date: 14th June 2013 at 17.00hrs.
Only short listed candidates will be contacted.