Manager – Retention and Churn Management, Chief Operating Officer Office at MTN Nigeria
MTN Nigeria – The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through the compelling brand that we are able to attract the right talents, whom we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.
We are recruiting to fill the position below:
Job Title: Manager – Retention and Churn Management, Chief Operating Officer’s Office
Job Identification: 1059
Location: Ikoyi, Lagos State
Job Category: MTN Level 3
Job Schedule: Full-time
Reports To: General Manager, Fixed Broadband
Division: Fixed Broadband
Recommended: Senior Manager – Analytics and Market Development, Chief Operating Officer Office at MTN Nigeria
Description
- Review market and internal conditions and contribute to the development of marketing strategies for consumer and business segments.
- Retention and churn management develops detailed plans and programs to achieve set targets for profitability, revenue, value and market share, stir up preservation, etc., in support of defined marketing strategies.
- Implement strategy for market growth in conjunction with Segment Managers, Regional Marketing and other stakeholders.
- Support the creation of outbound and inbound marketing frameworks.
- Assist with the definition and build of the customer decision logic/rules,
- Responsible for cross-functional customer analytics with a focus on extraction, mining and model development to solve business problems, exploit value-driving opportunities and improve the overall customer knowledge.
- Proactively identifies segment business opportunities through analytical interpretation of data /information and develops robust campaign strategies with the aim of leveraging the identified opportunities.
- Responsible for achieving customer and product churn targets by making continuous improvements to customer retention and win-back.
- Responsible for driving fact-based customer analytics insights and their behaviour across the business and ensuring that each project delivers measured value.
- Manage the campaigns for outbound and inbound customer contact activity, based on the customer contact plan and requirements from Customer Value Management Base Marketing teams.
- Ensure the effective management of the customer decision logic/rules
- Manage the post-activity reports and in-depth performance evaluation to determine how existing decision rules can be enhanced to drive increased business benefits;
- Prepare the detailed Monthly BTL Plans to be followed by the Campaign Management team.
- Report progress, risks and issues to be acted upon;
- Implement customer contact rules and ensure compliance with MTN business strategy.
Education
- First Degree in any relevant discipline.
- Industry certification(s) and/or post-graduate/professional qualification(s) in a related field (an added advantage).
Read: Business Sales Specialist needed at Bolt Nigeria
Experience:
6 – 13 years of experience comprising:
- Manager track record of 3 years or more, with at least 3 years in the relevant sector/ industry
- 4 – 6 years of customer lifecycle management experience
- 4 years’ experience in Telecoms marketing, strategy development and implementation
- Expert knowledge of the competitive environment, consumer trends and trade practices in the industry
- Operational Research or demonstrable experience delivering a wide range of statistically based analytics.
- Advanced applied statistical experience
- A strategic and creative thinker capable of developing analytical programmes/solutions to address key business challenges or opportunities
- Previous experience identifying and driving the deployment of analytical collateral across a range of delivery channels and measuring their effectiveness
- Strong communicator who can operate at all levels, taking complex analysis, interpreting and communicating it appropriately to different audiences
Application Closing Date
29th November, 2026.
How to Apply
Interested and qualified candidates should:
Click here to apply online
FAQs
1. What does a Manager – Retention and Churn Management do at MTN Nigeria?
A Manager – Retention and Churn Management at MTN Nigeria is responsible for developing and executing strategies that reduce customer churn (loss of subscribers) and improve customer retention. This includes analyzing customer behavior, identifying at-risk subscribers, designing loyalty programs, and collaborating with marketing and customer service teams to enhance user satisfaction.
2. What qualifications are required for this role?
Typically, candidates need a bachelor’s degree in Business Administration, Marketing, Economics, or a related field. Advanced degrees or certifications in data analytics or customer relationship management are an added advantage. Experience in telecommunications, data analysis, and customer lifecycle management is highly valued for roles within MTN Nigeria.
3. What skills are essential for success in this position?
Key skills include strong analytical thinking, proficiency in data analysis tools, strategic planning, and excellent communication abilities. Knowledge of customer segmentation, predictive modeling, and CRM systems is also crucial for managing churn and retention effectively at MTN Nigeria.
4. How does this role contribute to MTN Nigeria’s overall business goals?
This role plays a critical part in driving revenue growth by reducing subscriber loss and increasing customer lifetime value. By ensuring customers remain satisfied and engaged, the Manager – Retention and Churn Management supports the broader objectives of the Chief Operating Officer’s office at MTN Nigeria, including profitability, market share growth, and customer experience excellence.
