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 Customer Experience Director, the Senior Manager-Retention and Customer Value Management shall be responsible for developing and executing strategies that maximize customer lifetime value, improve customer retention, reduce churn, and drive sustainable revenue growth across consumer and enterprise segments.

Responsibilities

• Develop and execute customer retention and customer value management strategies to reduce churn and improve customer lifetime value.
• Lead customer segmentation and target initiatives to drive personalized customer engagement.
• Design and manage loyalty programs, retention campaigns, and reward initiatives.
• Drive upselling and cross-selling opportunities to increase ARPU and customer lifetime value.
• Monitor and analyze retention, churn, loyalty, and revenue performance metrics.
• Utilize customer insights and analytics to identify growth opportunities and improve decision-making.
• Collaborate with Product, Pricing, Sales, Digital, and Customer Experience teams to enhance customer value propositions.
• Lead and develop the Retention, Loyalty, HVC, and CVM teams to achieve business objectives.
• Oversee the planning, execution, and optimization of customer lifecycle management campaigns.
• Prepare management reports and recommendations on customer retention, value growth, and commercial performance.

Qualifications and Experience

• Bachelor's Degree in Marketing, Business Administration, Economics, Statistics, Data Analytics, Business Information Systems, or related field. Master's Degree in Business Administration (MBA), Marketing, Data Analytics, Economics, or related discipline will be an added advantage.
• Minimum of 5 years of working experience in telecommunications, financial services, FMCG, Banking or related industries.
• 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.
• Excellent communication, stakeholder management, presentation, and leadership skills.
• Commercial acumen, customer centricity, data analytics and insight generation knowledge.
• Innovation, digital transformation and change management skills.

• Develop and execute customer retention and customer value management strategies to reduce churn and improve customer lifetime value.
• Lead customer segmentation and target initiatives to drive personalized customer engagement.
• Design and manage loyalty programs, retention campaigns, and reward initiatives.
• Drive upselling and cross-selling opportunities to increase ARPU and customer lifetime value.
• Monitor and analyze retention, churn, loyalty, and revenue performance metrics.
• Utilize customer insights and analytics to identify growth opportunities and improve decision-making.
• Collaborate with Product, Pricing, Sales, Digital, and Customer Experience teams to enhance customer value propositions.
• Lead and develop the Retention, Loyalty, HVC, and CVM teams to achieve business objectives.
• Oversee the planning, execution, and optimization of customer lifecycle management campaigns.
• Prepare management reports and recommendations on customer retention, value growth, and commercial performance.

• Customer segmentation
• Churn management
• Lifecycle management
• Campaign optimization
• Telecom commercial operations
• Subscriber economics
• Customer behavior analytics
• Data insights to actionable business strategies
• Communication
• Stakeholder management
• Presentation
• Leadership
• Commercial acumen
• Customer centricity
• Data analytics
• Insight generation
• Innovation
• Digital transformation
• Change management

• Bachelor's Degree in Marketing, Business Administration, Economics, Statistics, Data Analytics, Business Information Systems, or related field.
• Master's Degree in Business Administration (MBA), Marketing, Data Analytics, Economics, or related discipline (advantageous).
• Minimum of 5 years of working experience in telecommunications, financial services, FMCG, Banking or related industries.
• At least 3 years’ experience in managerial role within customer value management, retention, CRM, Loyalty, Commercial analytics, or Marketing.