Analyst – Segment and Channel Planning at MTN Nigeria Full Time

Job Title: Analyst – Segment and Channel Planning

Job Identification: 3170
Location: Ikoyi, Lagos
Job Schedule: Full time
Job Category: MTN Level 2

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.
• 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 customers 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 Emergencies 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

Application Closing Date
15th August, 2023; 0:59 PM.