Analyst – Women and Teen Segment, Women and Teen Segment Job At MTN Nigeria

Analyst - Women and Teen Segment, Women and Teen Segment

MTN Nigeria

Analyst – Women and Teen Segment, Women and Teen Segment Job Vacancy At MTN Nigeria

An Analyst – Women and Teen Segment, Women and Teen Segment job vacancy is currently available at MTN Nigeria. Applications are hereby invited from suitably qualified individuals who possess all the below-listed criteria.

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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

Analyst – Women and Teen Segment, Women and Teen Segment 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 to Identify segment-specific gaps and Strategies to exploit them to MTNNs advantage
  • Analyze relevant best practices and provide recommendations to the 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.

Requirements

Education:
  • 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 products and services.

How To Apply

  • Hit the ‘APPLY FOR JOB’ button below.
  • Follow the displayed link to proceed to the MTN Nigeria recruitment portal.
  • Complete your application and submit it.
  • The application deadline is 1st December.

To apply for this job please visit ehle.fa.em2.oraclecloud.com.