Job Description

The Customer Value Management organization anchors a data-driven approach to growth, leveraging advanced analytics, machine learning, and lifecycle management to better understand customer behaviour and deliver timely, relevant interventions that improve retention, engagement, and lifetime value.

What we’re looking for

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Reporting to the Lead Customer Value Management - Fixed, this role is responsible for formulating the CVM Base management strategy and implementation for Home Fixed, to achieve the objectives of leading the industry in ARPU, Churn control and prepaid value market. The role holder will proactively design BTL Consumer campaigns and drive their implementation, to improve customers spend loyalty, reduce churn, enhance customer longevity and extracting more value to improve Profitability and Market Share. In addition, this role is responsible for achieving the Revenue, Profitability and Value Share KPIs and targets across prepaid segment

• Defines the Base Management Strategy (incl retention) and cross-functional alignment
• Maximizes the commercial value of the customer base retention, loyalty, cross and up-sell and base value migration management.
• Owns Contact planning - outbound & inbound across offers, channels & customer lifecycle.
• Manages rolling out new real time campaign management system, builds & maintains decisioning logic.
• Defines base offers and provide input into proposition design.
• Generates customer insights based on data analysis and identifying new revenue opportunities.
• Manages reporting & analytics for supporting decision making by generation of Regular Analysis.
• Identifies new tools / modifications to existing tools to support new requirements by interacting with various cross functional teams, external vendors & Build team capabilities.
• Drives New Projects in field of Analytics: Big Data, Social Network Analysis, Touch Point, Customer segmentation.
• Ensures consistency of all customer experience across all products, services, channels and touch points.
• Analyses and anticipates impact of product and service quality affecting initiatives across the company and ensure defined quality of service and end-user experience standards will be met.
• Base management – Managing the customer base, communication, engagement & commercial KPIs of the prepaid segments; creating segmented marketing programmes and propositions.
• Drive customer value by increasing business efficiency and effectiveness across the marketing organisation.
• Consistent communication of key findings (activity analysis, cluster detection, uptake & usage predictions, campaign effectiveness, etc.)
• Monitor and track market development, gain customer and competitor insight by utilizing market research and analytics.

Key performance indicators:

• Active, Charged n other key base management KPIs
• Revenue, APRU
• Active days, DOUs
• Dormancy level, Churn
• Integrated Rev % etc

Must have technical / professional qualifications:

• Bachelor’s degree in business administration or data sciences or Analytics and BI
• Marketing or similar Preferred Certifications / Other Qualifications Any relevant certification
• Experience in Marketing, Product Management, Customer Value Management/Usage and Retention with at least 5 years in a similar role with Top Tier global operator
• Strong analytical understanding on how to transform customer data to actionable insights delivering business value
• Significant Expertise in related to telecommunication & services Experience in product lifecycle management
• A reasonably good knowledge of platforms, billing systems and CVM engines

How to apply If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly click on the apply button. Remember to attach your resume

Safaricom is the leading technology company in East Africa. Our purpose is to transform lives by connecting people to people, people to opportunities and people to information. We keep over 60 million customers connected across Kenya and Ethiopia, and play a critical role in the society, supporting over 1.13 million jobs both directly and indirectly while our total economic value was estimated at KES 1.1 trillion ($ 8.5 billion) for the 12 months through March 2025.

Listed on the Nairobi Securities Exchange and with annual revenues of close to KES 388 billion as at March 2025, Safaricom provides connectivity through wide range of technology. Our 2G, 3G, 4G and 5G network in aggregate covers over 99% of Kenya’s population.

We run the world’s largest mobile payment system and Africa’s largest Fintech, M-PESA, the world’s first mobile money transfer system. By empowering millions of customers to transact, save or borrow money through their mobile phone, M-PESA has driven financial inclusion in Kenya to 84.8% of the adult population in 2024, from a low of 26.7% in 2006, and generated over KES 161 billion in revenue as at FY25.

Our subsidiary, Safaricom Telecommunications Ethiopia, has deployed world class network and services to contribute to Ethiopia’s digital transformation.

Safaricom is an equal opportunity employer, actively recruiting staff from different backgrounds reflecting the communities that we serve. We are committed to equal gender representation at all levels.

As part of our ongoing commitment to the Sustainable Development Goals (SDGs), we continue to work towards improving energy and resource efficiency in our network and facilities to reduce carbon emissions and our fuel consumption. We remain committed to becoming a Net Zero carbon-emitting company by 2050.