Analyst – Segment and Channel Planning at MTN Nigeria

Description

• Monitor MTN Nigeria customer touch points to ensure adherence to defined customer service propositions across all channels (Call Center, Walk In, Self Service, Social Media/ Digital, Account Management).
• Apply research skill to accomplish business objectives: analyze data, search for trends, develop key findings, conclusions and indicated actions from qualitative/quantitative consumer and customer research
• Conduct periodic assessments to identify issues and generate insight for management decision making.
• Coordinate and manage “voice of the Customer” initiatives through various segmented customer engagement programs i.e. Customer Focus Group Sessions, Customer Forums) on applicable platforms.
• Develop and implement innovative service improvement programs through enterprise-wide culture and indoctrination initiatives.  
• Provide stakeholders with relevant information needed for proper and timely evaluation of projects and plans.
• Research Industry evolution & competition’s activities in order to Identify segment specific gaps and Strategies in order to exploit them to MTNNs advantage
• Analyze relevant best practices and provide recommendations to Segment & channel Planning Manager.
• Develop and implement all Customer Education drives via diverse channels (TV, Radio, Email, Social Media, Self Service, Digital and Print Media).
• Periodic audit and review of the customer service blueprint to ensure adherence and propose improvements as required.
• Manage relationships with key customer impacting business units for service efficiency across all segments (High Value, Mass Market, Youth & Teens and Women).
• Ensure uniform and timely dissemination of customer impacting information (across all segments and channels) to the frontline.
• Manage and liaise with approved creative agencies (Advertising and Media) to develop creatives for the communication of service initiatives to customers.
• Develop and deploy customer communication plans for Emergency and planned service downtimes to manage customer experience.

Education:

• First degree in any relevant discipline 
• Fluent in English

Experience:

3 - 7 years’ experience which includes:

• Experience working in a medium-sized organization 
• Experience in Customer Care and Management
• Some experience in formal business analysis

Cosing Date: 15th, August, 2023