Senior Manager: Big Data CVM at Safaricom Kenya

Reporting to Head of Big Data and Analytics, the role holder will define and ensure implementation of the EBU Customer Value Management (Base management acceleration, retention & churn management, deep customer analytics to ensure the minimisation of churn, maximisation of ICT revenue & profitability growth through base upsell and cross-sell activities, as well as customer analytics to improve EBU NPS. He /she will create a successful CVM analytics framework and execute it  to enable the achievement of Churn, Resigns, Base Growth and NPS targets by the sale organization.  

Responsibilities;

Define Big Data CVM Framework:

• Identify opportunities and risks through market insight and an in-depth understanding of the EBU base, formulating appropriate long term analytical strategies to out-manoeuvre EBU’s competition and deliver exceptional growth through EBU CVM. 
• Create an entrepreneurial, agile, innovative and continuous improvement/transformation culture in Big Data for EBU CVM, focused on constantly re-inventing EBU CVM practices through operational excellence, capability development, big data and AI, and enabling unique growth and development opportunities through customer lifecycle management and maximising value from the EBU customer base.

EBU Big Data CVM Capability development:

• Develop robust, scalable EBU CVM capabilities including the EBU Customer Analytical record,
• Recommends engines for Next Best Action & Next Best Product,
• Applications to support sales and execution contact centres in intelligent up & cross-selling, churn and retention
• Leveraging big data and machine learning and ensuring full integration into EBU’s ecosystem of CRM systems
• Partner management tools and e-commerce platform.  

Big Data CVM Practice Building:

• Develop world class Big Data CVM practices, processes and control methodologies, in collaboration with Commercial, Product, Sales, CVM CoE and Channel’s teams in order ensure maximum adoption of EBU CVM capabilities and execution of plans, through agile squads, to ensure laser focus on agreed KPI’s including base value maximisation imperatives and targets.

Provision of insights for business performance improvement:

• Leverage Big Data Analytics engines to provide EBU leadership team with insights and recommendations that enable business performance improvement, including but not limited to;segment level revenue and forecasting, one more service attachment/performance.
• Identify correlation between pricing, NPS, network performance, customer experience and other metrics for use in intelligent pricing, amongst other applications.

Putting Customers first:

• Analyses EBU base through Customer Analytical record to identify customer pain points and recommend appropriate remedial actions. Understands the value of profitable customers and delivers outstanding service to our customers to deliver incremental NPS gains.
• In depth knowledge of the telecoms landscape and underlying value drivers to enable relevant analytical support for EBU strategy formulation
• Remain abreast of new developments and latest technological advances in analytics and Big Data practices to drive efficiency and effectiveness in delivery of the role.
• Commercial acumen to enable intelligent trade-offs between maximising underlying metrics such as churn, acquisition and growth versus dilution management and profitability
• Thought leadership, long term perspective and ability to recognise and leverage inter-dependencies across the business
• Advanced relationship management and influencing skills, in order to deliver results through others. Build and lead effective, high performance and results focused Big Data EBU cross-functional squads, according to the #Spirit Safaricom principles
• Ability to champion change and effectively manage the implementation of new ideas 
• Inspire and facilitate outstanding internal customer experience and long term NPS growth

QUALIFICATIONS

• 15 years+ experience in the telecommunications or related environments e.g. financial services 10 years+ experience in CVM/  analytics roles  5 years & track record of delivering growth and exceptional performance
• 5 years+ experience in EBU
• Exceptional leadership skills with high degree of people focus
• Ability to increase NPS results by improving customer experience using analytics
• Ability to reduce administrative expenses through automation and process innovation
• Ability to build relationships internally and externally
• 10 years+ leadership experience
• Contributes to the development of self and others across the global analytics community, ensuring Advanced Analytics is always evolving and at the cutting edge
• Professional and/or academic experience in Big Data analytics & deployment of models and algorithms to solve real- world problems (with deep statistical modelling expertise)
• Experience manipulating and analysing large and complex datasets
• Experience in visualisation, creating graphical static and interactive displays of data that clearly communicate insight (preferred)

A minimum of 5 to 8 years’ experience in the following:

• Expertise in data manipulation: use of structured data tools (e.g., SQL), & unstructured data tools and platforms (e.g., Hadoop, Spark, NoSQL)
• Proficiency in at least one relevant programming language: Python, Scala, MapReduce, Mahout, Java, C++
• Expertise in major statistical modelling software packages (e.g., R, SAS) and multivariate techniques (e.g. k-means segmentation, multiple regression, factor analysis, time-series forecasting)
• Experience in digital data sets, e.g., social listening, social network analysis)
• Familiarity with visualisation tools (e.g. Tableau, Qlik, D3)
• Exposure/interest in machine learning

Last Date to Apply: Mar 6, 2023