Analyst – Women and Teen Segment, Women and Teen Segment Job At 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.