Reports To: Manager - Segment and Channel Planning (High Value and Mass Market) Division: Customer Relations Description Monitor MTN Nigeria customer touch points 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. 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 which includes: Experience working in a medium-sized organization Experience in Customer Care and Management Some experience in formal business analysis *Eligible Females and People with Disabilities are encouraged to apply. *MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications. *MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.
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