Latest Jobs at MTN Nigeria

Mission:

• Create an architecture vision and blueprint for Business Support Systems (BSS) and Value-Added Services (VAS) across the technology value chain and ensure alignment with MTN group standards and framework covering OSS and BSS system deployment and integration and associated applications and infrastructure across the value chain.
• Responsible for the overall design of the application and mapping client business requirements to systems and technical requirements; ensuring sound architectural principles are consistently enforced; ensuring development standards are in place and adhered to; preparing architecture documents, artifacts, and presentations; and responsible for developing system architecture, roadmaps, scopes, and defining key capabilities and other non-functional requirements.

Description:

• Evaluate developments in architecture in the local and international business environment and recommend value-adding improvements to MTNN’s VAS architecture roadmap.
• Leads the improvement in the utilization of current Enterprise VAS "Portfolio" capabilities
• Lead the coordination of the evolution of existing BSS and VAS platforms to support enterprise strategy, avoid platform/capabilities duplication, and ensure optimal asset utilization (hence, avoid asset wastage).
• Provide strategic context for system evolution in response to the constantly changing business environment.
• Develop a change strategy with respect to BSS and VAS systems.
• Defines standards and guidelines for systems/solutions procurement or deployment for BSS and VAS/IN platforms.
• Defines value chain, and enterprise capabilities as it relates to BSS and VAS/IN platforms/applications & services.
• Determines overall modeling standards, guidelines, best practices, modeling techniques (TOGAF 9), and other industry frameworks.
• Ensures architectural validity (completeness) and compliance with the MTN Group Enterprise Architecture Framework and Principles.
• Develops and documents appropriate architecture activities, reports, etc. per functional area.
• Define BSS and VAS/IN applications architecture and design.
• Design the architectural landscape to accomplish cross-system objectives and advantageous trade-offs across the ecosystem.
• Ensure the alignment of enterprise architecture with the business strategy throughout the cycle of innovation, planning, and delivery.
• Develop the architecture (current state, transition state, and future state) considering the logical grouping of activities.
• Document the concept models and describe the interfaces and functions of the architectural elements.
• Develop solution sets and case studies as a body of knowledge and reference point for reuse and fast delivery.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regular review of their training needs.
• Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Education:

• First degree in computer science, engineering, or its equivalent
• Possession of a postgraduate degree in related disciplines such as IT or engineering will be an advantage.
• Fluent in English

Experience:

6–13 years’ experience, which includes:

• A minimum of 3 years’ experience in an area of specialization, with experience in supervising or managing others
• Experience working in a medium- to large organization
• Experience in Enterprise Architecture (Business, Applications, VAS/IN)
• Experience in integrating applications and technology in a complex environment.
• Practicable Telco 2.0 experience
• Experience in Service Delivery Platforms, BSS, and VAS/IN Implementation and Solution Delivery
• In-depth experience in architecture governance and standards, business capability and value chain analysis, and application portfolio management (APM)
• Good experience in IT architecture and underlying frameworks such as TOGAF and SOA, including the development and ensuring adherence to architecture principles and standards
• Possess the experience of translating business requirements into systems, scope, solutions, and architecture definitions.
• Good working knowledge of eTOM, TOGAF, Value Added services applications, prepaid management systems, Customer Management & Billing, Service Delivery platforms, and SOA.
• Good working knowledge of NPV, IRR, ROI, and TCO
• Deep knowledge of service delivery platforms or telco service development, particularly mobile data, and converged services
• Deep knowledge of industry standards and trends related to service delivery platforms, value-added services, and intelligent network systems
• Good knowledge of Agile delivery methodologies

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Mission

• To drive MTN's Digital strategy and execution across all digital channels and touchpoints. This includes but is not limited to digital media, digital advertising, content strategy, corporate identity and advertising, social media, and Group digital properties.
• To conceptualize, execute and manage all digital media communication campaigns for the MTN Brand, in line with the overall marketing strategy and other divisional initiatives.
• Implement a robust digital marketing acquisition vision and optimize all digital platforms' financial and operational performance by inspiring a team of onsite, Social Media, Content, Paid media/SEO and Analytics/ CRO leads.

Description:

• Develop MTN's Digital strategy and execution across all digital channels and touchpoints. This includes but is not limited to digital media, digital advertising, content strategy, corporate identity and advertising, social media, and all MTN Group digital properties.
• Conceptualize and execute all digital media communication campaigns for the MTN Brand, in line with the overall marketing strategy and other divisional initiatives.
• Drive customer acquisition, leads, and revenue generation across designated digital channels /platforms 
• Lead the development of content strategy and innovative social media engagement initiatives to drive brand differentiation and affinity
• Use of data analytics for campaign optimization, tracking, and predictive learnings for future proposition development and social engagements
• Proficiency in the use of Martech and Digital Marketing tools like Google Analytics, Mix Panel, Apps flyer, Metabase, Data studio, MailChimp for real-time performance tracking, revenue generation, and the development of competitive strategies
• Ensure adherence to legal, compliance, and communication policies to forestall breaches and reputational backlash on the MTN brand
• Lead the maintenance, management and performance of the MTN website www.mtn.ng and all associated websites
• Improve the design, usability, content, and conversion points of the company's website to meet relevant KPIs
• Lead and manage in-house creative development to ensure faster route-to-market 
• Monitor projects and ensure they are delivered to budget and on time
• Define new digital products and requirements based on the technological roadmap & business strategy of MTN Nigeria working with key business stakeholders
• Analyze and interpret user journey stats in order to improve customer experience 
• Lead team to prioritize and sign off on all projects based on strategic importance; resource availability etc.
• Determine and track man-hour requirements
• Work closely with Information systems on website functionality and proper change request processes
• Monitor and evaluate relevant media agencies to deliver on strategy, creativity, and output.
• Lead the digital marketing team in establishing a strong cross-departmental relationship with other Lines of Businesses (LOBs), Legal, etc.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Identify training requirements of team members, develop program to address knowledge gaps and to enrich knowledge repository within the department. 

Education:

• First Degree in marketing, social sciences etc. 
• A master's Degree or post-graduate diploma in Marketing, Digital Marketing, Business Administration or a related discipline
• APCON Certification
• Relevant certification in Digital Marketing
• Fluent in English

Experience:

Experience: 9 - 17 years’ experience which includes:

• 8+ years of experience in Marketing, Digital marketing, APCON certification
• 4+ years experience in a leadership role driving large-scale digital media strategy
• Experience in managing agency relationships and in, planning and buying display media, building campaigns, implementing bidding strategies
• Expert knowledge of Digital analytics, Funnel optimization, lead generation, customer acquisition and revenue generation on digital platforms
• Proficiency in campaign development, A/B testing, media buying and channeling, UX, SEO & campaign optimization
• Proficiency in the use of Digital Marketing tools like, Google analytics, Mix Panel, Apps flyer, Metabase, Data studio, MailChimp etc.
• Campaigns and deriving customer insights a major plus
• Exceptional troubleshooting skills and should thrive in high expectation scenarios with many stakeholders
• Exceptional communicator who inspires the team and can engage C-level audience on relevant topics in a time-efficient manner
• Strong communication and writing skills
• Interpersonal skills
• Strategic Marketing Management Skills
• Project Management Skills

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Mission:

• Manage Radio Access Radio Projects.

Description:

• Compile, approve and manage assigned budget for the project, ensuring projects are completed on time within budget and to specifications.
• Work with stakeholders and the project team to develop cost effective and value-adding solutions on each project.
• Plan resources for assigned projects, defining responsibilities and scope of work for each team member.
• Conduct a post-implementation review and documentation and follow up on outstanding items.
• Manage documentation process, ensuring completeness and easy referral to project documents.
• Compile risk and issue matrices, assisting with analysis process, and resolve issues escalated by internal customers.
• Ensure timely collation and alignment of reports with the Project Support office on all special Radio projects for Business reporting
• Manage the requirement gathering for the end-to-end deployment of all Special-Radio-Requests to ensure quality delivery.

Education:

• First degree in Elect/Elect, Computer Sc./Engineering or Project Management
• Formal Project Management certification or training would be an advantage.
• Fluent in English

Experience:

6 – 13 years' experience, which includes:

• Experience working in a medium organization.
• Experience in a Radio and Microwave Projects delivery
• Experience in operations or planning background in Telecommunications.
• Project Management certification experience
• High Proficiency in Excel and PowerPoint Usage

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We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization.

At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals. 

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Mission:

• Identify and assess customer needs to achieve customer satisfaction.
• Provide a higher level of quality customer support to all Fixed Broadband (FBB) customers.
• Effective use of customer management systems and practices.

Description:

• Analysis of customer requests for prompt resolution
• Ensure end-to-end account management for broadband customers.
• Review new and existing customer service contracts to identify and escalate clauses with a negative impact on customer support and relationship management.
• Implement new initiatives to simplify customers' journeys across all digital channels and regularly review FAQs to address customers' needs.
• Pro-active analysis of all support systems (charging, CLM, DCLM, etc.) as well as broadband products with a view to identifying customer pain points and resolving issues before escalation
• Liaise with support teams (within and outside Fixed Broadband) to resolve any customer-identified issue.
• Achieve at least an 80% score in FBB NPS internal surveys.
• Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
• Ensure resolution of all service provisioning and sales support PPPs items.
• Ensure end-to-end account management for broadband customers.
• Educating customers about available broadband plans, features, and promotions and assisting them in selecting the most suitable options based on their needs.

Education:

• A first degree or equivalent in Social Science, Business Management Accountancy, or a related discipline Course
• Fluent in English

Experience:

3–7 years’ experience in an area of specialization, with experience working with others

• Experience working in a multinational organization.
• Experience in a customer service role in the telecommunications industry.
• Practical experience in the use of CRM software, helpdesk software, Salesforce software, and customer management tools.
• Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
• Professional certification in customer service and relationships will be an added advantage.

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Mission

• Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media within designated location.

Description

• Anticipate and identify customers’ needs and dissatisfaction for proactive customer engagement.
• Actively engage in cross selling/up selling to increase the net present value of customer.
• Participate in and execute actions that affect the NPS of customers in the churn bucket.
• Resolve complex issues that have results in a customer disconnection through negotiation while working within MTN policies and procedures.
• Liaise with the relevant teams on SIM Swap and SIM Registration Eyeballing for accurate Reporting in a timely manner using the enterprise PowerBI platform.
• Carry out data analytics, cost modelling and predictive projections of related business records on eyeballing
• Build relationships with customers to overcome churn and increase retention.
• Identify process, procedure and workflow improvements and to assist in their implementation.
• Identify gaps through Voice of Customer and engage the relevant support team in ensuring closure and service improvement. 
• Collect, organize and analyze data to assist in the decision-making of the Consumer Operations Support department along with other operational departments of the business.
• Carry out Segmentation and analysis of nursery customer base to gain insights on potential implications on retention and acquisition.
• Convert at risk customers to promoters and ensure good NPS.
• Ensure growth in the net value of assigned customers across multiple segments
• Ensure revenue retention through life cycle management of an assigned portfolio of commercial accounts.
• Collaborate with external stakeholders in relation to SIM Reg and Mobile Number portability activities. 
• Provide regular status and updates on all retention marketing programs/campaigns and present business cases, program strategy and results to executive leadership team on a regular basis.

Education:

• First degree in any relevant discipline 
• Fluent in English 

Experience:

3 - 7 years’ experience including:

• Experience working in a medium-sized organization  
• Experience in a call center (Prepaid/Postpaid) environment (Customer Care Representative (Retention & Churn)

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Mission:

• Identifies, develops, and maintains the suite of technological tools, through which all customer contacts are initiated and managed, required for the successful execution of CVM strategy.
• End to End Campaign operation from definition, configuration, testing, and managing the delivery of customer life cycle programs and activities developed by the CVM team and segment owners; project management support; and customer support for new campaigns and promotions
• Manage the relationship with and define the CVM activities, customer experience, and processes that are executed through different channels to ensure that all CVM governance processes and principles are implemented and strictly adhered to.

Description:

• Collect, analyze, interpret, and summarize data in preparation for the generation of campaign implementation reports and provide intelligence that supports decision-making.
• Utilize specified models to analyze and interpret research data, as appropriate to the individual position.
• Extract qualifying data, based on defined campaigns and according to the approved campaign road map.
• Provide support to campaign analytics and commercial teams as required.
• Contribute and participate in campaign idea generation meetings and cross-functional Customer Lifecycle Management meetings as required.
• Ensure that all channels and the Campaign Management System are properly managed and utilized for CVM campaign communication.
• Implement simple, efficient, and quick to launch CVM campaigns and promotions through advanced knowledge of the Intelligent Network and VAS network platforms.
• Project manage CVM campaign development to ensure they are launched within specified timelines.
• Design, facilitate, and conduct customer surveys and produce value-adding reports for informed decision-making.

Education:

• First degree in Mathematics, Computer Science, Engineering or other related marketing or social science discipline
• Fluent in English

Experience:

3–7 years’ experience, which includes:

• Campaign Development
• Product Development
• Project Management experience
• Excellent working knowledge of data mining and analysis using SQL, problem solving, reporting, and presentation
• A good understanding of data manipulation and interrogation techniques
• An overview of the features and inter-workings of charging systems

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Description 

• Provide data and analysis to support the business planning process by management. 
• Ensure generation of relevant report (daily, weekly and monthly across all retail channels for management decision making purposes.
• Audit and review of data to ensure data integrity and adherence to data governance policies.
• Provide intelligence to support business planning
• Establish logistics of delivery schedules, monitor/supervise progress and contact clients, vendors and suppliers to resolve problems
• Maintain brand alignment in rendering sales and services in service center 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. 
• Develop key account management tactics in line with the organization’s value proposition.
• Participate in developing and improving project management capability, standards, methods, processes that will improve performance and efficiency of the unit.
• Create, maintain and deliver high quality process documentation and process re-engineering.
• Ensure proper design, implementation and availability of technical support for user systems within assigned division/ department.
• Co-ordinate activities of Franchise outlets as regards service delivery and ensure optimum stock levels and sales in the outlets.
• Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation & business development. 
• Oversee technical activities and associated administrative duties in the franchise outlets.  
• Co-ordinate document vetting activities and ensure the completeness and accuracy of all documents and information.
• Develop compelling business case, problem statement and project charter for management consideration and implementation across MTN Walk-in touch points
• Analysis and Reporting of Fortnightly regional performance using Power BI tools for management decision making
• Analysis and computation of commission due to all franchise outlets pan Nigeria
• Analyze and report customer-impacting trends, Including Competitive Intelligence, data mining using customers behavioral and spend patterns 
• Maintain brand alignment in rendering sales and services in service Centre environment.
• Implementation of service initiatives in Franchise Outlets and facilitate prompt and complete dissemination of relevant information to the franchise outlets.

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 Change Management
• Experience in Business planning and analysis 
• Experience in Project Management
• Proficient use of MS Office Suite – Excel, PowerPoint

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Description:

• Develop and execute campaigns that drive brand preference and product adoption for MTN’s VAS/MFS and promotions.
• Manage the strategic framework for the development of VAS, MFS, and Promotional campaigns.
• Develop rollout plans and a route-to-market strategy for all promotional campaigns.
• Develop, execute, and manage brand equity and affinity-growing projects that deliver on volume and value, working with VAS and Proposition managers.
• Conceptualize consumer acquisition and usage increment promotions in conjunction with VAS managers to drive revenue and brand affinity.
• Leverage MTNF initiatives to enhance brand equity (develop a cause marketing advertising campaign with Corporate Services) through digital-related activities.
• Provide Brand support to other functions like HR, Network Group, IS, and CR.
• Supervise and manage all relevant advertising agencies.
• Manage the production of advertising creative materials, e.g., Outdoor, TV, press, and radio.
• To develop communication messages that will position MTN as the network of choice in the minds of individual customers and business entities, thereby achieving mental leadership in the adoption of products, services, and solutions.
• Strategic Management of all VAS proposition initiatives, National consumer promotions, and MFS initiatives to stimulate adoption amongst customers and business communities.
• Ensure prominent visibility of VAS promotions and MFS campaigns across the country, using both traditional and digital mediums of advertising.
• Manage the documentation and coordination of the creative agency. Documentation will include, but not be limited to, raising contracts, processing payments, resolving any issues, etc.
• Ensure compliance with the MTN brand CI rules across all branding materials, including POS materials, merchandising materials, etc.
• Ensure VAS, MFS, and National Consumer promotion campaigns are deployed effectively to deliver set business objectives to the brand.
• Formulating marketing communication strategies that contribute to effective brand building and product or service adoption
• Coordinate all Advertising and communication deployment for VAS, MFS, and promotions.
• Monitor key market indices as they affect brand preference, affinity, equity, revenue, and market share.

Education:

• Tertiary qualification in marketing, economics, or any other social science
• An MBA will be an additional advantage
• A professional qualification from CIM or any other marketing related professional body
• Member of NIM (Nigerian Institute of Marketing)
• Fluent in English

Experience:

6–13 years’ experience, which includes:

• Minimum of 3 years’ experience in an area of specialization, with experience in supervising or managing others
• Experience working in a medium- to large organization
• Experience in brand management in a marketing department or advertising
• Experience in Brand strategy, Positioning, and Communication strategy with broad knowledge of brand management
• Excellent Marketing communication skills, especially in the development of communication messages.
• Experience in stakeholder management and engagement
• Experience in the FMCG or telecommunications markets

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Mission:

• Supervise multiple supply chain projects and outsourced partners for outsourced functions in the Opco’s supply chain. This role works closely with the capital projects to ensure supply chain activities are executed effectively and efficiently.

Description:

• Monitor changes to SCM-related statutory, regulatory, and legal compliances and update MTN checklist. This includes compliance with Safety, Health, and Environment (SHE) regulations, imports, Foreign Exchange Control Documentations (FECDs), input and output taxes, and managing landed costs.
• Develop policies and procedures for implementing a distribution strategy (customize to physical local conditions).
• Manage sub-divisional budgets in line with business objectives.
• Manage project initiative budgets in line with business objectives.
• Plan and manage supplier relationships with the distribution company and customer relationships.
• Guide and direct vendors and third parties in achieving MTN Opco objectives.
• Lead the creation of sub-divisional strategies in line with overarching divisional goals.
• Ensure effective implementation of sub-divisional strategy by means of providing direction, structure, business plans, and support.
• Source, induct, and manage talent in accordance with legislative guidelines.
• Resolve issues or queries between the Capital Projects Team and the Supply Chain Management Team.
• Be responsible for ensuring the timely delivery of items to ensure the smooth functioning of the projects.
• Review the master demand schedule for various projects to leverage economies of scale in procurement.
• Approve decisions to expedite or delay the sourcing or logistics based on changes to project schedules.
• Ensure open communication channels with staff and implement change management interventions where necessary.
• Provide a definition of roles, responsibilities, individual goals, and performance objectives for the team.
• Set KPIs and provide regular performance feedback through a well-defined and implementable performance review program.

Education:

• A first degree in Engineering, Supply Chain Management or a related discipline
• Fluent in English
• Project Management Professional (PMP) and/or equivalent (preferred)
• Relevant certification in procurement or the supply chain Working experience in Oracle

Experience:

6–13 years’ experience, which includes:

• A minimum of 3 years’ experience in an area of specialization, with experience in supervising or managing others
• Experience working in a medium- to large organization
• Supply Chain Management Experience

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Mission:

• To develop and drive the Regional Enterprise Business to include SME, corporate, and public sector sales strategies in the regions to ensure return on investment, profitability, and customer satisfaction.

Description:

• Implement standard sales strategies developed by EB Senior Manager Regional Sales, ensuring that they are tailored to the needs of the region or sales campaign.
• Review market and internal conditions, develop a sales strategy that grows MTN Business revenue streams, exceeds individual targets and objectives, and assists the department in planning and developing budgets for the upcoming year.
• Integrate quality management procedures into all business processes within the regional sales function and their effective deployment on a day-to-day basis.
• Ensure cost-effective management and sales campaigns for all Enterprise Business accounts in the regions in the following areas:
  • Key Performance Indicators (KPI) and Objective Setting
  • Target allocation and assignment
  • Account assignment
  • Account management
  • Contact and sales campaign strategy
  • Account Development Plans (ADP)
  • Customer satisfaction
  • Coaching of Account Partners
  • Effective resource allocation for regional coverage
• Use appropriate performance metrics and Customer Relationship Management (CRM) to routinely monitor progress against targets, taking appropriate managerial action to ensure all sales targets and KPI’s are met or exceeded.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regular review of their training needs.
• Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Education:

• First degree in any related discipline
• A master’s degree in business administration will be an added advantage.
• Fluent in English

Experience:

6–13 years’ experience, which includes:

• A minimum of 3 years’ experience in an area of specialization, with experience in supervising or managing others
• Experience working in a medium- to large-sized organization.
• Experience in the enterprise market and sales management in the telecommunications industry
• Experience in developing key accounts as well as sourcing new business opportunities.
• Knowledge of the functions and operations of the telecommunications industry