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  • Posted: Nov 25, 2021
    Deadline: Not specified
  • MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lago...
    Read more about this company


    Analyst - Women and Teen Segment, Women and Teen Segment

    Location: Ikoyi, Lagos
    Job Identification: 1050
    Job Category: MTN Level 2
    Job Schedule: Full time
    Division: Customer Relations
    Reports To: Manager - Segment and Channel Planning


    • Monitor MTN Nigeria customer touchpoints to ensure adherence to defined customer service propositions across all channels (Call Center, Walk-In, Self Service, Social Media/ Digital, Account Management).
    • Apply research skills 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.  
    • Establish and maintain relationships with key Teen influencers and customers
    • 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.


    • First  Degree in any relevant discipline
    • Fluent in English


    • 3 - 7 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
    • Knowledge of Self Service and social media systems
    • Knowledge of MTNN’s product and services.

    Method of Application

    Interested and qualified? Go to MTN Nigeria on to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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