The Head of Corporate Communications and Marketing will lead the customer care strategy, operations, and analytics to drive cooperate communications, reduce churn, and improve retention. Acting as a deputy to the Head of Marketing, this role requires deep product knowledge, strong analytical skills, and the ability to design and execute win-back initiatives.

Key Responsibilities:

Churn & Retention Management

• Analyze churn drivers and design proactive retention strategies.
• Create win-back campaigns for lapsed and at-risk customers.
• Collaborate with marketing to align retention and acquisition strategies.

Product & Customer Insights

• Build deep understanding of company products, services, and value propositions.
• Translate customer feedback into product improvements and service enhancements.

Data & Analysis

• Develop dashboards, reports, and forecasts using Excel and other BI tools.
• Track KPIs such as churn rate, NPS, FCR (First Contact Resolution), AHT (Average Handling Time), and retention rate.
• Present actionable insights to senior management for decision-making.

Team Management & Collaboration

• Lead and mentor customer care managers and agents, building a high-performance culture.
• Work closely with marketing, sales, product, and technology teams to ensure seamless customer experience.

Key Requirements:

• Bachelor’s degree in Business, Marketing, Communications, or related field (MBA is a plus).
• 8–10 years’ experience in telecoms/ISP, with at least 3 years in a senior customer care/retention leadership role.
• Proven track record in managing churn, designing win-back strategies, and improving customer experience.
• Strong product knowledge in telecoms/data/ISP services.
• Excellent analytical skills, with advanced proficiency in MS Excel (pivot tables, VLOOKUP, dashboards, modeling); knowledge of SQL/Power BI/Tableau is a plus.
• Strong leadership, communication, and stakeholder management skills.
• Previous experience in Big 4 MNOs (MTN, Airtel, Glo, 9mobile) or leading ISPs (e.g., SWIFT, Smile) preferred.