Job Details

Job Description

We at MTN Zambia are a purpose and value-led organization.

At MTN Zambia we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Job Title: Analyst Commercial Marketing and CVM Analytics
Under the supervision of the Manager Home Commercial, below are the Key Job Responsibilities;

• Develop and implement customer retention strategies and roadmaps, focusing on reducing churn and enhancing customer lifetime value (CLV) across the home broadband portfolio;
• Spearhead the design and execution of customer segmentation strategies, utilizing data-driven insights to identify key customer groups for targeted campaigns and personalized offerings;
• Utilize predictive modelling and advanced analytics tools to forecast customer behavior, identifying high-risk customers and innovation opportunities for proactive engagement and retention;
• Collaborate with cross-functional teams, including marketing, sales, and customer operations to align customer insights with opco business objectives and drive customer-centric home initiatives;
• Provide inputs into home product and service design, using customer data to inform decisions on new innovative offerings, bundles, and promotions that enhance customer value;
• Support the creation of customer engagement campaigns, ensuring that analytical insights are embedded in campaign and improve customer satisfaction and retention;
• Guide the integration of customer feedback and behavioral data into CVM strategies to enhance targeting accuracy and personalization efforts;
• Drive the execution of Opco home CVM initiatives by developing and implementing data-driven strategies that align with business objectives and maximizing long-term value;
• Conduct comprehensive customer segment analysis to guide the creation of personalized marketing campaigns that drive customer retention and enhance overall engagement;
• Partner with opco home marketing and sales teams to design and execute customer retention and acquisition campaigns, leveraging analytics to track progress, optimize and enhance overall campaign performance;
• Apply A/B testing, multivariate analysis, and other analytical methodologies to continuously refine and optimize marketing strategies, ensuring higher ROI and improved outcomes for customer-focused campaigns;
• Leverage customer satisfaction tools such as Net Promoter Score (NPS) and feedback surveys to gain insights into customer sentiment, guiding strategies aimed at enhancing engagement, loyalty, and long-term satisfaction;
• Analyze churn data and customer behavior to uncover patterns and trends, contributing to the development of proactive initiatives that reduce customer loss and enhance retention efforts;
• Identify Customer Lifetime Value (CLV) insights ensuring that marketing strategies are aligned with long-term customer retention goals, and maximize customer value throughout their lifecycle;
• Collaborate with opco home product, technology, and customer care teams to ensure that data-driven insights inform product design, enhance service delivery, and optimize customer support processes for improved satisfaction;
• Develop and maintain dashboards to track key KPIs related to customer retention, churn, and engagement, providing regular performance updates to opco home leadership for data-driven decision-making;
• Ensure compliance with data privacy regulations by verifying that all home customer data used for analytics adheres to legal and regulatory standards, maintaining the integrity and confidentiality of sensitive information;
• Conduct regular status meetings, providing updates to opco home stakeholders and addressing any concerns;
• Provide input in strategic meetings when required;
• Offer input for proposals related to changes in initiatives, policies, or procedures that could impact home customer delivery or service standards;
• Manage and resolve escalations that have impact on critical path of service delivery;
• Escalate issues that will result in significant delays, scope changes, employee/customer or cost impact if not resolved;
• Monitor opco home performance against agreed KPIs and their compliance to SLAs and reverse SLAs;
• Ensure execution in alignment with divisional strategy;
• Continuous performance monitoring and adjust strategy and actions to deliver targets;
• Report on a periodic basis relating to progress made within the function and in accordance with the measurement metrics set by the organization;
• Report on an ad hoc basis on specific projects, as required;
• Any other responsibilities or tasks as maybe assigned by management.

Candidate Requirements

• Grade 12 Certificate with 5 credits or better of which English and Mathematics are a must;
• Minimum of a 4-year tertiary qualification in Business Administration, Marketing, Data Science, Mathematics, Economics, or a related field;
• A minimum of 5 years of relevant work experience in Customer Value Management (CVM), customer analytics, or a related field, preferably in the telecom or broadband sector;
• Proven experience in designing and executing data-driven CVM programs specifically for Home Broadband products (FTTH, FWA), including plan upgrades, usage stimulation, and retention of high-value households;
• Demonstrated ability to translate complex data sets into actionable insights that drive measurable improvements in churn reduction, and customer lifetime value;
• Hands-on experience leading cross-functional analytics initiatives that align with commercial goals, including pricing optimization, upsell strategies, and segment-based targeting;
• Experience in developing and managing CVM campaign performance dashboards and delivering executive-level reporting with strategic recommendations;

To apply visit: Send an Email with your Cover Letter, CV and Qualifications to [email protected]

Candidates are mandated to answer the below on their cover page to the hiring Manager.

Values are the core of MTN Zambia’s culture. Our five values called ‘Live Y’ello’ is the force that unites and inspires each one of us to make an impact that matters in the world. So, tell us: Which one of our five Live Y’ello Values resonates most with you and why? (limit 250 words)

• Lead with Care
• Can-do with Integrity
• Collaborate with Agility
• Serve with Respect
• Act with Inclusion

Hand delivered applications will not be accepted. The closing date for accepting applications is August  14, 2025.

Note: that only shortlisted candidates will be contacted