About Company
Vodacom Mozambique is a leading telecommunications company, committed to connecting people across the nation. As part of the Vodacom Group, we pride ourselves on innovation, customer-centric services, and a robust network that brings digital possibilities to millions. Our mission is to empower individuals and businesses to thrive in the digital age, offering a range of mobile, data, and financial services solutions. We believe in creating a positive impact in the communities we serve, driving economic growth, and fostering a culture of excellence and inclusivity. Joining Vodacom Mozambique means becoming part of a dynamic team dedicated to pushing boundaries and delivering exceptional value to our customers.
Job Description
Are you a strategic thinker with a passion for customer loyalty and growth? Vodacom Mozambique is seeking an innovative and results-driven Customer Retention Growth Manager to join our team in Mandimba, Niassa Province. In this critical role, you will be instrumental in developing and executing strategies that enhance customer lifetime value, reduce churn, and drive sustainable growth for our diverse customer base in the region. You will analyze customer behavior, identify key drivers of retention, and implement targeted initiatives to keep our customers engaged and satisfied. This is a unique opportunity to make a significant impact within a leading telecommunications company, operating in a vibrant and growing market. The ideal candidate will possess a deep understanding of customer relationship management (CRM) principles, data analytics, and the ability to translate insights into actionable strategies. You will collaborate closely with marketing, sales, product development, and customer service teams to ensure a seamless and positive customer journey. If you thrive in a fast-paced environment, are adept at problem-solving, and committed to fostering strong customer relationships, we encourage you to apply and help us shape the future of connectivity in Mandimba and beyond. Your expertise will directly contribute to our commitment to delivering unparalleled service and maintaining our position as the preferred telecommunications provider.
Key Responsibilities
- Develop and implement comprehensive customer retention strategies to reduce churn and increase customer lifetime value.
- Analyze customer data, identify key retention drivers, and forecast churn risks using advanced analytics tools.
- Design and execute targeted campaigns, loyalty programs, and personalized communications to engage and retain customers.
- Monitor retention performance metrics, providing regular reports and insights to senior management.
- Collaborate with marketing, product, and sales teams to align retention efforts with overall business objectives and product launches.
- Identify customer pain points and work with customer service to implement solutions that improve customer satisfaction.
- Stay abreast of industry best practices, competitive landscape, and emerging trends in customer retention.
- Manage a budget for retention initiatives and ensure cost-effective execution.
- Lead and mentor a small team or cross-functional groups on retention-focused projects.
Required Skills
- Proven experience in customer retention, loyalty, or CRM roles, preferably within telecommunications.
- Strong analytical skills with proficiency in data analysis and reporting tools (e.g., Excel, SQL, BI platforms).
- Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
- Demonstrated ability to develop and execute strategic initiatives.
- Proficiency in Portuguese and English (written and spoken).
- Bachelor’s degree in Marketing, Business Administration, Economics, or a related field.
- Strong project management skills and ability to manage multiple priorities.
Preferred Qualifications
- Master's degree in a relevant field.
- Experience with customer segmentation and predictive modeling.
- Familiarity with CRM software (e.g., Salesforce, Oracle CRM).
- Knowledge of the Mozambican telecommunications market and customer behavior.
- Experience working in Mandimba or Niassa Province.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance for you and your family.
- Generous paid time off and public holidays.
- Opportunities for professional development and career growth.
- Access to the latest telecommunications technologies and training.
- Employee wellness programs.
- Contribution to a dynamic and impactful industry.
How to Apply
Interested candidates are invited to apply by clicking on the application link below. Please ensure your resume and cover letter clearly highlight your relevant experience and qualifications for this role. Only shortlisted candidates will be contacted for an interview.