Analyst, Customer Intelligence (Supervisory) at MTN Nigeria

Job Description

• Ensure proper design, implementation and availability of technical support for user systems within assigned division/ department
• Account for achievement of service levels and targets.
• Co-ordinate activities of customer facing channels as regards service delivery and customer experience.
• Track the achievement of Customer Services KPIs ( Financial)
• Ensure Integrity in managing subscriber data/information.
• Document actions taken to resolve client problems.
• Ensure full optimization, coaching and development of team members, including planning and executing team building activity.
• Ensure team members adhere to all defined operational guidelines.
• Conduct research and Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation & business development.
• Maintain brand alignment in rendering sales and services in service centre environment.
• Collaborate with relevant departments’ e.g.  Marketing in deploying promos.
• Analyze and report customer impacting trends, Including Competitive Intelligence to guide management decisions
• Co-ordinate document vetting activities and ensure the completeness and accuracy of all documents and information.
• Ensure generation of relevant reports for management purposes.
• Develop key account management tactics in line with the organization’s value proposition.
• Develop initiative to ensure customer retention/ loyalty in collaboration with other units and departments.
• Ensure customers are educated on use of products and services and enlightened on new products and initiatives.
• Ensure customers are advised on what package(s) will suit their needs and MTN products and services marketed to current and potential customers.
• Manage relationship with other divisions within the organization e.g. marketing, NWG etc. and facilitate overall customer experience improvement.
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
• Mining of data from the Enterprise Data Warehouse for analysis.
• Auditing of Customer Relations data to ensure data integrity and management.
• Conduct competitive intelligence on products and service offerings.
• Generate daily, weekly and monthly Customer Relations Reports.
• Analyze Customer data for the execution of various Customer Relations strategies.
• Conduct regular customer focused surveys to garner customer feedback and identify customer impacting issues.
• Generation of customer insight via available customer data to guide strategic CR business decisions.
• Collect and analyze customer and business information and trends for forecasting and planning.   
• Coordinate and prepare data and reports as required to support strategic decision making.
• Provide intelligence to support business planning.
• Identify issues and generate insights for management decision making.

Job condition:

• Normal MTNN working conditions
• May be required to work extended hours
• Open plan office

Experience & Training
Education:

• First  degree in any relevant discipline
• Fluent in English.

Experience:

• Minimum of 3 years’ experience in an area of specialisation; with experience working with others
• Experience working in a medium  organization
• Experience in Customer Care and Management
• Some experience in formal business analysis

Minimum Qualification

• BA, BSc, BEd or HND