Usage And Retention Manager At Equity Bank Kenya

The position holder is responsible to develop and maintain an optimal Products and Services portfolio in alignment with company strategy and segments’ needs to ensure sustainable business profitability for the company. Also Support the implementation of products and services strategy by ensuring effective development, delivery and management of products and services (voice, SMS, Data etc) through optimal processes, in order to offer the best experience to customers and to maintain profitability in line with company’s business plan.
Key Duties & Responsibilities
Develop and execute a base management strategy (including a retention strategy) to maximise customer lifetime value and customer base revenue contribution to the overall revenue of the company.
Define overall churn management strategy and operationally drive pro-active and reactive retention activities along the customer lifecycle
Define and execute base development programs and revenue booster initiatives to achieve growth in customer base ARPU through targeted and segmented offers, campaigns, and pricing.
Analyse commercial impact of BTL programs on product penetration, ARPU and volume/ value churn.
Monitor and assess the market, competitor activity and technological development and propose development of relevant products.
Understand customer needs and develop and fine-tune systems accordingly through appropriate systems / processes / procedures
Qualifications
Bachelor’s Degree
Minimum 3 years of sector, industry or area of specialisation preferably in retail intensive B2C industries
Experience in leading change / transformation (marketing) at an operational level advantageous
Experience in continuous improvement through the implementation of best practices
Experience in customer value creation
Experience in campaign management
Good understanding and knowledge of Value Management
Good understanding and knowledge of the Telecoms Industry
Thorough understanding of Voice, Data, and Financial services
Good understanding and knowledge of Business and Strategic planning
Good understanding and knowledge of B2B and B2C marketing