Business Loyalty Expert – Telekom Networks Malawi (TNM)

Job Description

Telekom Networks Malawi (TNM) Plc, one of the leading telecommunications companies in Malawi, is seeking to
hire dynamic, creative, innovative, and adaptable, thinking outside the box, collaborative, data-driven and
results-oriented individuals to join our marketing team in the following position

Position: Business Loyalty Expert
Location: Lilongwe
Reports to: Manager, Customer Loyalty & Retention
Grade: C2

Role Overview:

The Business Loyalty Expert will be responsible for developing and implementing business-to-business loyalty
and retention strategies that drive customer satisfaction, foster deeper relationships, and increase the lifetime
value of the company’s business clients. This position requires strong skills in relationship management, data
analysis, and program development to strengthen corporate partnerships and alignment with company strategy.

Key Performance Indicators (KPIs):

▪ Customer Retention Rate: increase the corporate customer retention rate.
▪ Customer Lifetime Value (CLV): increase the average corporate customer lifetime value.
▪ Loyalty Program Participation: increase business loyalty program participation.
▪ Customer Satisfaction (CSAT) Score: maintain a high CSAT score for corporate customers engaged in loyalty
programs.
▪ Redemption Rate: improve the redemption rate for corporate customer rewards.
▪ Churn Rate Reduction: reduce corporate customer churn.
▪ Customer Engagement Rate: increase corporate customer engagement with loyalty programs (campaign
response, reward redemptions).
▪ Net Promoter Score (NPS): improve the Net Promoter Score for business loyalty programs.
▪ Revenue from Loyal Customers: increase revenue from loyal customers.

Key Responsibilities:

▪ Develop and execute tailored B2B loyalty programs to enhance retention and satisfaction among business
clients, ensuring alignment with their needs and company objectives.
▪ Design and implement customer retention campaigns to engage business clients across various industries
and segments.
▪ Establish loyalty tiers and rewards systems that incentivize continued business, upselling, and cross-selling
within the corporate customer base.
▪ Collaborate with account managers to deliver personalized solutions that deepen relationships with key
accounts.
▪ Analyze business client behavior, purchase patterns, and feedback to identify opportunities for program
optimization and improved service delivery.
▪ Build and maintain a database of corporate clients, ensuring up-to-date and accurate tracking of loyalty
program performance.
▪ Work with cross-functional teams to integrate loyalty initiatives into business sales strategies, customer
service improvements, and product offerings.
▪ Monitor program performance and track KPIs to ensure the loyalty initiatives are driving the expected return
on investment (ROI).
▪ Develop and maintain B2B loyalty dashboards and reports for senior management, providing actionable
insights into program success and areas for improvement.
▪ Stay up-to-date with trends in business loyalty and customer relationship management to ensure our loyalty
programs are competitive and innovative.

Qualifications and Experience:

▪ Bachelor’s degree in Marketing, Business Administration, or a related field.
▪ Minimum of 3 years of experience in customer loyalty, retention, or related roles, preferably in the
telecommunications sector.
▪ Proven experience in managing loyalty programs and customer retention campaigns.
▪ Strong data analysis skills, with the ability to translate insights into actionable strategies.
▪ Excellent project management skills with a proven ability to deliver results.
▪ Proficiency in CRM tools and loyalty management platforms.
Skills and Competencies:
▪ Strong analytical and problem-solving skills.
▪ Excellent communication and interpersonal skills.
▪ Ability to work collaboratively across departments.
tnm.co.mw |
▪ Creative thinker with the ability to design innovative loyalty solutions.
▪ Strong understanding of customer behavior and retention strategies.
▪ Ability to manage multiple tasks and meet deadlines in a fast-paced environment.

Interested applicants should submit application letter indicating the position title in the subject line, Curriculum
vitae and copies of certificates to:

The Acting Chief Human Resources Officer
Telekom Networks Malawi (TNM) Plc
5th Floor Livingstone Towers
Glyn Jones Road
P.O Box 3039
Blantyre
Email: vacancy@tnm.co.mw
Closing date for receiving applications is Friday 4th October 2024.
TNM Plc is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive
environment for all employees.