Job Purpose:

Devise and execute targeted strategies aimed at retaining customers within HAC segment. This involves analysing customer data, identifying retention opportunities, and implementing initiatives to reduce churn and increase customer lifetime value. The goal is to maximize retention rates and drive sustainable business growth.

Key Accountabilities and Tasks:

1Analyze churn-related KPIs for the HAC base, including churn rate, inactivity

levels, and zero ARPU segments.

• Identify at-risk customers using predictive analytics and behavioural trends.

• Develop dashboards to track and visualize churn metrics in real-time.

• Design and implement proactive churn prevention campaigns tailored to the

HAC segment.

• Create personalized offers for at-risk customers, considering their usage

patterns and preferences.

• Execute win-back strategies for recently churned customers through targeted

outreach

• Conduct detailed profiling and segmentation of the HAC customer base to

identify high-priority groups in cooperation with HAC retention team.

• Cooperate with HAC retention specialist to implement incentives for low[1]usage customers to increase their engagement and ARPU.

• Monitor and analyse competitor retention and churn strategies.

• Provide actionable insights to improve Zain's positioning and customer

experience.

• Prepare periodic churn analysis reports, highlighting trends, key findings, and

recommendations.

• Evaluate the success of churn prevention campaigns and propose

improvements.

• Work closely with product, marketing, and customer care teams to ensure

alignment on churn reduction strategies.

• Provide feedback to product teams to enhance services based on customer

behavior insights.

• Stay updated on industry trends in churn management and retention.

• Benchmark Zain’s churn strategies against market leaders to adopt best

practices.

• Conduct SWOT and GAP analysis regularly, adjusting priorities based on

market feedback and research.

• Prepare and analyse reports for HAC services and products, including ad hoc

reports.

• Undertake any additional tasks and responsibilities assigned by the line

manager.

 Typical Performance Measures:

• Customer Satisfaction

  • ARPU levels

  • Market Penetration

  • Churn rate

  • Success of Product Launches - Achievement of Targets

  • Enhancement of ZAIN company image and reputation within the market

Dimensions:

-• Marketing role – 1 to 3 years relevant experience

• Contribution to Management of Annual Marketing Plan and Management of

marketing strategies, policies, and processes

Key Behaviors for Success:

• • Commercial Awareness

  • Customer Orientation

  • Creativity

  • Analytical Thinking and Problem Solving

  • Forward Planning

  • Concern for Impact

  • Empathy

  • Being Collaborative/Team-Working

  • Confidence

  • Attention to Detail:

  • Ensuring accuracy in data analysis and campaign execution.

  • Adaptability:

  • Flexibility to adjust strategies based on market feedback and emerging trends.

  • Proactivity:

  • Taking initiative to identify churn risks and propose timely interventions.

  • Team Player:

  • Working effectively within a team environment while contributing individually.

  Skills:
  Data Analysis:

  o Strong ability to analyze churn-related data and KPIs.

  o Proficiency in using tools like Power BI, Excel, or Tableau for reporting and

  dashboard creation.

  Predictive Analytics:

  o Knowledge of predictive modeling techniques to identify at-risk customers.

  Campaign Management:

  o Experience in planning, executing, and analyzing churn prevention and

  retention campaigns.

  Market Research:

  o The ability to conduct competitive analysis and benchmark against industry is

  the best practice.

  Strategic Thinking:

  o Capability to develop long-term retention strategies aligned with business

  goals.

  Problem Solving:

  o Strong skills in identifying root causes of churn and proposing innovative

  solutions
  Decision Making:

  o Ability to make data-driven decisions to improve retention and reduce churn.

  Communication and Collaboration Skills

  Stakeholder Collaboration:

  o Experience of working with cross-functional teams to implement retention

  strategies.

  Customer-Centric Communication:

  • Ability to design customer-focused messaging for campaigns and loyalty initiatives.

  Presentation Skills:

  • Excellent skills in presenting insights and recommendations to stakeholders

Knowledge:

Good understanding of the Sudan market dynamics and familiarity with Zain's

business strategy, goals, and competitive landscape.

• Proficient in utilizing data analysis tools such as Tableau and Power BI for in[1]depth insights and reporting