Job Openings at M-Gas

Job Summary

• To proactively retain and reactivate customers by conducting timely outbound engagement with non-cooking customers (15–30 days post-installation) and Inactive customers who stop cooking after 30 days up to 6 months. The role ensures difficult customers are flagged early, barriers to cooking are resolved quickly, and customers remain within company-defined consumption and retention targets.

Job Details

Customer Retention & Engagement

• Conduct outbound calls to non-cooking customers (15-30 days) to ensure successful onboarding, first use, and confidence in cooking.
• Call customers who have not cooked for 20 days up to 6 months to identify barriers, re-educate, and drive reactivation.
• Engage customers with declining or irregular consumption patterns to prevent churn into long-term non-cooking status.
• Use approved retention scripts to guide conversations toward commitment, resolution, and next action (top-up, education, service request).

Issue Resolution & Follow-Up

• Accurately diagnose customer challenges (technical, behavioral, affordability, safety, or usability).
• Log and escalate customer issues to the relevant teams (Growth & Retention, Ops, CX) in line with Customer Service SLAs.
• Proactively track issues through to closure, ensuring feedback is provided to the customer.
• Re-contact customers post-resolution to confirm return to cooking behavior.

Data Capture & Reporting

• Accurately record call outcomes, customer feedback, commitments, and next steps in the CRM.
• Close assigned retention tasks within defined SLAs.
• Provide depot-level insights on key churn drivers, early warning signals, and repeat issues. 

Operational & Compliance Responsibilities

• Report any suspected fraud or irregularities affecting the company, including those involving staff, agents, or third parties.
• Strict adherence to HSSE policies, ensuring all customer guidance promotes safe LPG usage.
• Perform any other duties as assigned by Management from time to time.

Requirements

Key Competencies:

• Integrity, Honesty, Commitment to Company goals
• Individual initiative good communication skills on the telephone and in-person
• Friendly and helpful interpersonal style
• Ability to stay calm when customers are stressed or upset.
• Attention to detail.
• Fluent in English and Kiswahili

Experience:

• Experience working in Sales and Customer Acquisition and customer support.

Education:

• Form 4 Certificate, Sales qualification, College education and at least 2 years working in sales and customer service role

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Job Summary

• The Commercial Data Analyst is responsible for delivering actionable commercial insights that support customer growth, retention, revenue optimization, and overall business performance. The role combines advanced business intelligence, data analysis, dashboard development, and reporting automation to enable data-driven decision-making across the Commercial function. Working closely with the Division Head – Commercial and the Growth & Retention teams, the incumbent will transform complex datasets into meaningful insights, develop and maintain interactive dashboards, and support the continuous improvement of reporting infrastructure through periodic backend BI development and coding.

Job Details

Key Responsibilities:

Commercial Analytics 

• Analyze commercial performance across customer acquisition, activation, retention, churn, revenue, and lifetime value.  
• Identify trends, patterns, risks, and growth opportunities using customer and commercial data.  
• Develop recurring and ad hoc analyses to support strategic and operational decision-making.  
• Monitor key commercial KPIs and provide timely performance insights.  
• Conduct cohort, funnel, segmentation, and customer behavior analyses.  
• Support pricing, campaign, and product performance evaluations through data-driven insights.  

Business Intelligence & Dashboard Development 

• Design, develop, and maintain interactive dashboards and scorecards using BI tools such as Power BI, Tableau, or Looker.  
• Perform backend dashboard development, including data modelling, DAX calculations, SQL queries, and report optimization.  
• Troubleshoot and enhance existing dashboards to improve functionality, usability, and performance.  
• Develop automated reporting solutions that reduce manual effort and improve reporting accuracy.  
• Ensure dashboards provide consistent, accurate, and reliable commercial performance metrics.  

Data Management & Reporting 

• Extract, clean, validate, and transform data from multiple sources.  
• Build and maintain datasets that support commercial reporting requirements.  
• Ensure data integrity through regular validation and reconciliation.  
• Develop standardized reporting templates for Commercial leadership.  
• Document reporting logic, data definitions, and dashboard specifications.  

Business Partnership 

• Partner with Growth, Retention, Marketing, Sales, Finance, Product, and Customer Experience teams to understand business requirements.  
• Translate business questions into analytical solutions.  
• Present findings and recommendations to senior leadership in a clear and actionable manner.  
• Support business planning, forecasting, and commercial reviews through data analysis.  

Continuous Improvement 

• Identify opportunities to improve data availability, reporting efficiency, and analytical capabilities.  
• Recommend new KPIs and measurement frameworks aligned with commercial objectives.  
• Stay current with emerging BI technologies, visualization techniques, and analytics best practices.  

Qualifications 

• Bachelor's degree in Statistics, Mathematics, Computer Science, Data Science, Business Analytics, Economics, Information Systems, or a related field.  
• Professional certifications in Business Intelligence, Data Analytics, or Data Visualization are an added advantage.  

Experience 

• Minimum of 3–5 years' experience in Business Intelligence, Commercial Analytics, or Data Analytics.  
• Experience supporting commercial, sales, marketing, customer growth, or retention functions.  
• Demonstrated experience developing and maintaining enterprise dashboards.  
• Experience working with large and complex datasets from multiple systems.  
• Experience within telecommunications, fintech, energy, FMCG, or subscription-based businesses is an advantage.  

Technical Competencies 

• Advanced SQL for querying and manipulating data.  
• Strong Power BI development skills, including DAX, Power Query, data modelling, and report optimization.  
• Experience with Tableau, Looker, or similar BI platforms is desirable.  
• Proficiency in Microsoft Excel (advanced functions, Power Pivot, Power Query).  
• Familiarity with Python or R for data analysis and automation is an added advantage.  
• Experience with ETL processes and data warehousing concepts.  
• Understanding of APIs and data integration techniques is desirable.  
• Knowledge of CRM and ERP reporting environments is advantageous.  

Behaviorial Competencies 

• Strong analytical and critical thinking skills.  
• Commercial acumen with the ability to translate data into business insights.  
• Excellent problem-solving capability.  
• High attention to detail and accuracy.  
• Strong communication and presentation skills.  
• Ability to influence decision-making using data.  
• Proactive and self-driven.  
• Ability to manage multiple priorities in a fast-paced environment.  
• Collaborative team player with strong stakeholder management skills.