High-value Customer Segment Manager

Applications are invited from suitably qualified candidates to fill the following vacant position below:

HIGH-VALUE CUSTOMER (HVC) SEGMENT MANAGER

The HVC Segment Manager is responsible for identifying, analysing, and optimizing strategies to grow and retain high-value customers (HVCs).

Major Tasks and Responsibilities

• Develop and maintain dynamic segmentation models to identify high value (HV) prepaid and postpaid customers based on usage, spend, tenure, and product mix.
• Analyse customer behaviour across voice, data, and digital services to refine HVC definitions.
  Monitor ARPU, data consumption trends, and service adoption among HVCs.
• Identify upsell and cross-sell opportunities across mobile, fixed, broadband, and value-added services.
• Support the design and evaluation of loyalty programs, exclusive offers, and personalized experiences for HVCs.
• Analyse churn drivers and recommend proactive retention strategies.
• Collaborate with CVM and digital marketing teams to design and evaluate targeted campaigns for
  HVC acquisition, engagement, and reactivation.
• Conduct A/B testing and uplift analysis to measure campaign effectiveness
• Build predictive models to forecast HVC churn risk, upgrade likelihood, and lifetime value. Deliver regular dashboards and strategic insights to senior leadership.
• Map and analyse HVC journeys across channels (USSD, app, call centre) to identify pain points and opportunities for improvement.

Educational and professional Requirements

• Bachelor’s degree in Data Analytics, Information Systems Management, Marketing Telecommunications, Actuarial Science or related field.
• An MBA or MSc in Data Analytics, Mathematics, Physics or Microeconomics will be an added advantage.
• Three plus years of experience in telecom analytics, customer segmentation, or CVM.
• Strong command of SQL, Excel, and data visualization tools (e.g, Power Bi, Tableau).
• Familiarity with statistical tools (e.g., STATA, SPSS, Python, R) is a plus
• Experience with telecom KPIs (ARPU, churn, CLV, usage metrics) is essential.
• Excellent communication and stakeholder engagement skills.

Interested applicants are requested to submit their applications and Curriculum vitae (CV) to:

The Human Resources and Administration Director
Telekom Networks Malawi Limited
Livingstone Towers
P.O Box 3039
Blantyre
OR
Email: vacancy@tnm.co.mw

To reach her no later than 25th July 2025