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  • Posted: Nov 25, 2021
    Deadline: Not specified
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  • 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...
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    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

    Responsibilities

    • 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.

    Qualifications

    • First  Degree in any relevant discipline
    • Fluent in English

    Experience:

    • 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 ehle.fa.em2.oraclecloud.com to apply

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

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