Background

Telekom Networks Malawi Plc (TNM Plc) is leading Malawi’s digital transformation, delivering next generation connectivity, mobile financial services, and enterprise solutions that are redefining how businesses connect, operate, and grow. As a fast evolving, innovation driven telecommunications and digital services provider, TNM is shaping the future of connectivity in Malawi. To support this vision, we are seeking to attract high calibre, commercially astute, and relationship driven professionals to join the Company in the positions below. This is a high impact opportunity for individuals who thrive in dynamic, performance-oriented environments and are motivated by results. At TNM, you will join a team that goes beyond to empower businesses, drive digital transformation, and unlock sustainable growth in an increasingly connected economy.

Role Context

Reporting to the Marketing Director, the Mpamba Retention Manager shall be responsible for developing and executing customer retention, loyalty, and engagement strategies that increase active customers, transaction frequency, customer lifetime value, and revenue across the Mpamba portfolio.

Responsibilities

• Develop and implement retention strategies to reduce churn and increase active Mpamba customers.
• Design and manage loyalty, rewards, and customer engagement programs to improve customer retention and usage.
• Analyze customer behavior, transaction trends, and churn drivers to identify retention opportunities.
• Develop targeted retention campaigns and personalized offers for different customer segments.
• Drive customer lifecycle management initiatives to increase transaction frequency and customer lifetime value.
• Monitor and report on key retention KPIs including active customers, churn, retention rates, and transaction growth.
• Collaborate with Product, Analytics, Customer Experience, Sales, and Operations teams to improve customer engagement and satisfaction.
• Lead initiatives aimed at improving customer onboarding, activation, and long-term usage of Mpamba services.
• Conduct market and competitor analysis to identify best practices and emerging customer retention trends.
• Manage and optimize the retention budget and ensure achievement of retention and revenue targets.

Qualifications and Experience

• Bachelor's Degree in Marketing, Business Administration, Economics, Statistics, Data Analytics, Business Information Systems, or related field.
• Professional certifications in CRM, Customer Experience, Data Analytics, Digital Marketing, or Product Management will be an added advantage.
• At least 3 years’ experience in managerial role within customer value management, retention, CRM, Loyalty, Commercial analytics, or Marketing.
• Strong experience in customer segmentation, churn management, lifecycle management and campaign optimization.
• Sound understanding of telecom commercial operations, subscriber economics, and customer behavior analytics.
• Proven ability to convert data insights into actionable business strategies.
• Proven experience in designing and implementing customer engagement and retention initiatives.
• Excellent communication, stakeholder management, presentation, and leadership skills.
• Customer retention, loyalty management, customer value management knowledge.
• Customer analytics and insights, churn management, campaign management and Customer segmentation ability.

• Develop and implement retention strategies to reduce churn and increase active Mpamba customers.
• Design and manage loyalty, rewards, and customer engagement programs to improve customer retention and usage.
• Analyze customer behavior, transaction trends, and churn drivers to identify retention opportunities.
• Develop targeted retention campaigns and personalized offers for different customer segments.
• Drive customer lifecycle management initiatives to increase transaction frequency and customer lifetime value.
• Monitor and report on key retention KPIs including active customers, churn, retention rates, and transaction growth.
• Collaborate with Product, Analytics, Customer Experience, Sales, and Operations teams to improve customer engagement and satisfaction.
• Lead initiatives aimed at improving customer onboarding, activation, and long-term usage of Mpamba services.
• Conduct market and competitor analysis to identify best practices and emerging customer retention trends.
• Manage and optimize the retention budget and ensure achievement of retention and revenue targets.

• Customer retention
• Loyalty management
• Customer value management
• Customer analytics and insights
• Churn management
• Campaign management
• Customer segmentation
• Communication skills
• Stakeholder management
• Presentation skills
• Leadership skills

• Bachelor's Degree in Marketing, Business Administration, Economics, Statistics, Data Analytics, Business Information Systems, or related field.
• Professional certifications in CRM, Customer Experience, Data Analytics, Digital Marketing, or Product Management will be an added advantage.