Analyst - Women and Teen Segment.Women and Teen Segment NG
MTN Group
Lagos
3d ago

Reports To : Manager - Segment and Channel Planning Division : Customer Relations Description

  • 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 skill 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.
  • 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 product and services
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