Telekom Networks Malawi plc (TNM)
VACANCY ANNOUNCEMENT
Applications are invited from suitably qualified candidates to fill the following vacant position below:
CUSTOMER RETENTION AND LOYALTY MANAGER
Reporting to the Customer Experience Director, the Customer Retention and Loyalty Manager shall be responsible for developing and executing data-driven customer retention and loyalty strategies that reduce churn, increase Customer Lifetime Value (CLV), strengthen customer engagement, and drive commercial value across all customer segments through proactive retention initiatives, loyalty ecosystem management, behavioral analytics, and personalized customer experiences.
Major Tasks and Responsibilities
- Develop and expand strategic redemption partnerships across retail, digital, financial services, hospitality, and enterprise sectors to increase program value and customer engagement.
- Monitor and optimize loyalty program commercial performance metrics, including active participation, redemption rates, points liability, breakage, and points velocity.
- Collaborate with Marketing, Product, Digital and IT teams to implement automated and personalized loyalty campaign based on customer behavior and segmentation.
- Evaluate the effectiveness and ROI of loyalty initiatives through measurable impact on ARPU, retention, customer engagement and CLV growth.
Educational and professional Requirements
- Bachelor’s degree in business administration, Marketing, Statistics, Economics, Telecommunication, Data Analytics, or related commercial field.
- Experience in customer retention, loyalty program management, commercial analytics, or CRM within telecommunications, banking, or financial services.
Interested applicants should send the application letters together with curriculum vitae through an email to the following address, indicating their preferable job location.
The Human Resources and Administration Director
TNM Plc
Livingstone Towers
P.O Box 3039 Blantyre
Email: vacancies@tnm.co.mw
The application letters should not be received later than 15th June 2026.