Job Role Insights

Date posted: 2026-09-11

Closing date: 2026-09-24

Job Description

Support and execute base management strategy to maximize customer lifetime value and contribution of the customer base to overall services revenue. Define and execute base management programs for pre-pay and revenue booster initiatives to achieve growth in customer base ARPU through targeted and segmented offers, campaigns, and pricing e.g data up-sell initiatives, tariff migration initiatives

The primary responsibilities of the role are therefore to manage:

Conduct CVM campaigns to drive the base management KPIs (Incremental revenue, Engagement (Cross sell/Up sell), Inactivity management etc…) and monitored to achieve intended campaign objective

Support on day- to-day base management reporting and conduct analysis to drive initiatives

Plan and support all the BTL SMS communications

Key Responsibilities:

• Execute E2E campaigns on cross-selling, upselling and base management initiatives
• Prepare insightful reports on base activities, retention and inactivity: setup and deliver IBRO reports, campaign ROI reports
• Consistent monitoring of the overall customer base inactivity, subscribers, usage and propositions and recommend actions based on performance
• Work with Regional teams to develop proactive campaign (location specific) based on competition movements and on-ground insights
• Prepare and ensure successfully execution of weekly SMS communication calendar
• Support driving Mpesa initiatives to increase penetration of Mpesa users

Qualifications, Core Competencies, Knowledge And Experience

• 2+ years’ experience in customer value management programs
• Bachelor degree in Computer Science, Statistics, Actuarial Science, Telecommunications or IT
• Strong analytical skills and business acumen
• Strong SQL skills with experience in relational OLTP database models (OLAP is a plus)
• Telecommunications experience would be advantageous
• Experience in coding with Python, JavaScript environment is an added bonus
• Excellent analytical and logical reasoning skills translated from consumer insights
• Excellent communication skills
• Strong stakeholder management skills
• Ability to anticipate customer, competitor and market dynamics
• Able to challenge the status quo

• Execute E2E campaigns on cross-selling, upselling and base management initiatives
• Prepare insightful reports on base activities, retention and inactivity: setup and deliver IBRO reports, campaign ROI reports
• Consistent monitoring of the overall customer base inactivity, subscribers, usage and propositions and recommend actions based on performance
• Work with Regional teams to develop proactive campaign (location specific) based on competition movements and on-ground insights
• Prepare and ensure successfully execution of weekly SMS communication calendar
• Support driving Mpesa initiatives to increase penetration of Mpesa users

• Strong analytical skills
• Strong SQL skills
• Experience in relational OLTP database models
• Experience in coding with Python, JavaScript environment
• Excellent analytical and logical reasoning skills
• Excellent communication skills
• Strong stakeholder management skills
• Ability to anticipate customer, competitor and market dynamics
• Able to challenge the status quo

• 2+ years’ experience in customer value management programs
• Bachelor degree in Computer Science, Statistics, Actuarial Science, Telecommunications or IT
• Telecommunications experience would be advantageous