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

Role Overview:

The Consumer Loyalty Expert will be responsible for developing and managing loyalty programs that increase
customer retention, engagement, and satisfaction. The role requires strong analytical, strategic, and
communication skills to build customer loyalty strategies that maximize brand affinity and contribute to the
company’s long-term success.

Key Performance Indicators (KPIs):

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

Key Responsibilities:

▪ Develop and implement customer loyalty strategies and programs designed to increase retention,
engagement, and customer lifetime value.
▪ Design and manage personalized customer retention campaigns across multiple channels, including SMS,
email, app notifications, and social media.
▪ Analyze customer behavior data to identify trends, segments, and opportunities for loyalty enhancement.
▪ Create and maintain customer reward programs, ensuring alignment with customer needs and company
objectives.
▪ Collaborate with cross-functional teams to ensure seamless integration of loyalty initiatives across all
customer touchpoints.
▪ Monitor the performance of loyalty programs and customer retention initiatives, providing actionable insights
for continuous improvement.
▪ Conduct regular competitor analysis to ensure the company’s loyalty programs remain competitive in the
market.
▪ Manage customer feedback channels to gather insights into program effectiveness and customer
satisfaction.
▪ Develop reporting systems and dashboards to track loyalty KPIs and performance metrics.
▪ Ensure compliance with legal, regulatory, and brand standards in all loyalty initiatives.

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.
▪ 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.