Head Prepaid Retention.

Head Prepaid Retention.
OUR CLIENT IS A LEADING PROVIDER OF TELECOMMUNICATION SERVICES IN AFRICA. THE COMPANY HAS A VACANCY FOR: HEAD – PREPAID RETENTION
Position Title:Head – Prepaid Retention
Reports to:Africa Head – Service Experience

Basic Purpose:
Prepaid churn is one of the biggest business challenges facing the Company, with a very high rate of  Churn. The current capability on Churn management is extremely basic and needs to be set up and enhanced significantly. The person will lead the Prepaid Churn initiative from the Customer Service side and will partner with the Usage & Retention team in Marketing to bring down the churn level significantly across the Continent.

MAJOR ACTIVITIES
The successful candidate will be responsible for:
•Co-Creating the Prepaid Churn prevention strategy and framework with the marketing team
•Developing Policies, processes and Platforms to reduce Pre-paid churn significantly and implementing the same across the continent.
•Building Predictive churn models in partnership with the Marketing team.
•Design and Implementation of Life cycle Management Programs for prepaid customers to increase customer loyalty
•Standardizing and Bringing rigor into the Process of prepaid Churn management. Ensuring creation of monitoring & control systems to track service delivery
•Identifying service Impacting issues driving churn and addressing them proactively.
•Building Platforms and Processes to increase the Contact rate and the accept rate of the campaigns that have been designed
•Identifying best practices from other world (such as India) / other Telco’s and OpCo’s and replicating the same
•Leading and enhancing the “Rewardz” Loyalty program to build customer loyalty.
•Delivering on the Prepaid Churn numbers
•Developing and enhancing the Capabilities of the teams responsible for Prepaid Retention in the OpCo’s.

APPLICATION PROCESS
Interested candidates are requested to submit their applications on e-mail to: recruit@idp-ea.com, together with the latest copy of CV, day time telephone number and details of their current remuneration on or before Wednesday 30th September 2010.

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