Irene Emmanuel Mwakijangala
Dar es Salaam,DSM
Summary
Results-driven CVM executive with extensive experience in the telecom and pay-TV industry, leading initiatives that have achieved double-digit growth in ARPU, digital product adoption, and subscriber retention. Expertise spans BTL marketing, CVM analytics, churn prediction, and cross-platform engagement (DStv Stream, Showmax). Proven success in leading high-performance teams and delivering measurable business impact across digital and traditional customer touchpoints.
Overview
6
6
years of professional experience
Work History
Acting Head of Customer Value Management
Multichoice
11.2024 - Current
- Designing and executing personalized CVM campaigns using behavioral and predictive segmentation, which has improved customer value by 6% and reducing churn by 21% (uplift).
- Developed data-driven CVM framework integrating CLV forecasting, daily and monthly churn projection, which enabled real-time decisions as per market dynamics which led to 6% improvement in Net Subscription Revenue.
- Led a cross-functional CVM team of 2 Managers and 4 specialists, an outbound call centre of 63 agents, 3 supervisors and 2 quality assessors, delivering a 20% increase in customer lifetime value through advanced segmentation, personalized engagement, managing customer satisfaction and churn projection.
- Spearheaded customer reactivation and win-back programs, leading to a 10% reactivation rate in inactive base through personalized offers, content preferences, and coordinated call center interventions.
- Collaborated cross-functionally with product, sales, and digital teams to drive customer-centric initiatives, optimizing the customer journey across digital self-service channels and increasing MyDStv app engagement by 9% of the active base.
- Spearheading BTL campaigns to drive VOD adoption, achieving 56% penetration on DStv Stream (DVS) and exceeding the financial year target for Showmax by 124%, contributing significantly to digital product growth and customer engagement.
Customer Value Manager
Multichoice
09.2022 - Current
- Utilizing data analytics tools to monitor customer behavior, optimize retention strategies, and drive upsell/cross-sell initiatives, leading to a 1.5% increase in ARPU.
- Enhancing customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery, which improved CSAT score by 6% over 2021.
- Reduced operational costs through comprehensive process improvement initiatives and resource management. Saving OBC cost by more than $500k and over $15k SMS cost while utilizing cheaper or free platforms and delivering base growth.
Payments and Reconciliation Specialist
Zantel
04.2019 - 07.2022
- Reduced financial discrepancies by consistently monitoring and resolving account variances saving 2% revenue loss.
- Developed custom reports for management review, highlighting significant findings from the reconciliation process.
- Ensured timely completion of reconciliations by adhering to strict deadlines and prioritizing tasks effectively.
- Collaborated with cross-functional teams to resolve complex account imbalances, ensuring accurate financial reporting.
- Managed high volumes of transaction data efficiently while maintaining attention-to-detail necessary for accurate reconciliations.
Education
MBA - Business
University of Dar Es Salaam
Dar Es Salaam, Tanzania11-2025
Some College (No Degree) - Data Science
Digital Regenesys
South Africa12-2025
Skills
- Data analysis
- Customer value management
- Budgeting and strategic planning
- Stakeholder management
- Project management
- Power BI
- SQL
- MS office
- Writing and Presentation
- People management
Accomplishments
- Awarded best employee 2023: Developed analytical and insightful budget and forecast models, continuously monitored performance, identified risks and opportunities, leading to 3% forecast achievement.
- Zantel Best Employee of the Year 2021 - Customer Focus Portfolio: Recognized for exceptional dedication to customer-centric initiatives.
- Awarded with project management certification in May 2023 from IMED litd.
Languages
English
Advanced (C1)
Swahili
Bilingual or Proficient (C2)
Timeline
Acting Head of Customer Value Management
Multichoice
11.2024 - Current
Customer Value Manager
Multichoice
09.2022 - Current
Payments and Reconciliation Specialist
Zantel
04.2019 - 07.2022
MBA - Business
University of Dar Es Salaam
Some College (No Degree) - Data Science
Digital Regenesys
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