Analyst, Customer Value Management (CVM)

Job Description

We at MTN Zambia are a purpose and value-led organization.

At MTN Zambia we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us

This is what we want you to experience with us!

Our commitments go beyond organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

This role requires a detail-oriented individual with strong analytical capabilities who can support the CVM Manager in executing customer value management initiatives while maintaining high standards of execution rigour and quality and applies advanced analytical skills and tools to ensure they have a balanced view of performance and outcomes as set forth in the CVM Strategy and in line with the MTN CVM Playbook.

The key responsibilities for this role include but not limited to the following:

Drives CVM initiatives aligned with Group guidelines;

Measures the impact and benefits of CVM functions to the organisation;

Implements policies, procedures, and guidelines set by the group CVM team;

Manages the consolidated OpCo CVM strategy, budgets, and forecasts;

Supports the implementation of OpCo functional strategy for CVM initiatives;

Assists in gathering data and insights for strategy review and adaptation;

Helps monitor strategy effectiveness through data analysis and reporting;

Executes campaign planning and scheduling activities;

Performs campaign programming and implementation tasks;

Generates and analyses campaign reports;

Conducts offer testing and participates in UAT processes;

Creates and maintains direct communication scripts;

Supports localization and adaptation of messaging;

Monitors and reports on customer lifecycle metrics;

Tracks and analyses customer base management metrics (inactivity, revenue);

Conducts detailed analysis of customer data and behavioural patterns;

Generates regular and ad-hoc reports on CVM initiatives;

Develops and maintains dashboards for key performance metrics;

Supports segmentation analysis and targeting initiatives;

Assists in creating and maintaining customer value propositions;

Performs data quality checks and validation;

Maintains accurate documentation of processes, procedures, and analyses;

Supports the preparation of business cases with data and analysis;

Assists in tracking OPEX & CAPEX budgets;

Helps prepare presentations and reports for stakeholders;

Documents technical specifications and requirements;

Works with CVM platforms to implement use cases;

Supports the integration and utilization of industry tools (CMS, CRM, CX, IVR, SMS);

Assists in managing outbound communication campaigns;

Applies data visualization techniques to present insights;

Supports the implementation of AI/ML initiatives in CVM projects.

Candidate Requirements

Grade 12 certificate with 5 credit or better of which English and Mathematics are a must;

Bachelor’s degree in business Analytics, Statistics, Marketing, Computer Science, or related field;

Recognition or awards of academic excellence or high performance are an added advantage;

2-3 years of experience in analytics, customer management, or related field;

Experience with CVM platforms and marketing automation tools;

Experience in telecommunications, banking, or financial services is preferred;

Strong proficiency in data analysis tools (SQL, Python, R, or similar);

Experience with data visualization tools (Power BI, Tableau, or similar);

Knowledge of CRM systems and marketing automation platforms;

Understanding of database management and data processing;

Familiarity with AI/ML concepts and applications;

Proficiency in MS Office suite, especially Excel and PowerPoint.

Women are strongly encouraged to apply.

Candidates are mandated to answer the below on their cover page to the hiring Manager.

Values are the core of MTN Zambia’s culture. Our five values called ‘Live Y’ello’ is the force that unites and inspires each one of us to make an impact that matters in the world. So, tell us: Which one of our five Live Y’ello Values resonates most with you and why? (limit 250 words)

Lead with Care

Can-do with Integrity

Collaborate with Agility

Serve with Respect

Act with Inclusion