MTN Nigeria is looking for Analyst, Customer Intelligence (Supervisory) in addition to its award winning team.
Job Description
- Ensure Proper Design, Implementation And Availability Of Technical Support For User Systems Within Assigned Division/ Department
- Account For Achievement Of Service Levels And Targets.
- Co-Ordinate Activities Of Customer Facing Channels As Regards Service Delivery And Customer Experience.
- Track The Achievement Of Customer Services KPIs ( Financial)
- Ensure Integrity In Managing Subscriber Data/Information.
- Document Actions Taken To Resolve Client Problems.
- Ensure Full Optimization, Coaching And Development Of Team Members, Including Planning And Executing Team Building Activity.
- Ensure Team Members Adhere To All Defined Operational Guidelines.
- Conduct Research And Provide Feedback On Consumer Usage And Perceptions Of MTNN Product And Services For Product Evaluation & Business Development.
- Maintain Brand Alignment In Rendering Sales And Services In Service Centre Environment.
- Collaborate With Relevant Departments’ E.G. Marketing In Deploying Promos.
- Analyze And Report Customer Impacting Trends, Including Competitive Intelligence To Guide Management Decisions
- Co-Ordinate Document Vetting Activities And Ensure The Completeness And Accuracy Of All Documents And Information.
- Ensure Generation Of Relevant Reports For Management Purposes.
- Develop Key Account Management Tactics In Line With The Organization’s Value Proposition.
- Develop Initiative To Ensure Customer Retention/ Loyalty In Collaboration With Other Units And Departments.
- Ensure Customers Are Educated On Use Of Products And Services And Enlightened On New Products And Initiatives.
- Ensure Customers Are Advised On What Package(S) Will Suit Their Needs And MTN Products And Services Marketed To Current And Potential Customers.
- Manage Relationship With Other Divisions Within The Organization E.G. Marketing, NWG Etc. And Facilitate Overall Customer Experience Improvement.
- Continuously Seek Self-Professional Development To Sharpen Skills And Capabilities In A Versatile And Evolving Digital Landscape.
- Foster Active Collaboration And Relationships With Employees Across All Levels And Divisions In Line With MTN’s VB And Values.
- Mining Of Data From The Enterprise Data Warehouse For Analysis.
- Auditing Of Customer Relations Data To Ensure Data Integrity And Management.
- Conduct Competitive Intelligence On Products And Service Offerings.
- Generate Daily, Weekly And Monthly Customer Relations Reports.
- Analyze Customer Data For The Execution Of Various Customer Relations Strategies.
- Conduct Regular Customer Focused Surveys To Garner Customer Feedback And Identify Customer Impacting Issues.
- Generation Of Customer Insight Via Available Customer Data To Guide Strategic CR Business Decisions.
- Collect And Analyze Customer And Business Information And Trends For Forecasting And Planning.
- Coordinate And Prepare Data And Reports As Required To Support Strategic Decision Making.
- Provide Intelligence To Support Business Planning.
- Identify Issues And Generate Insights For Management Decision Making.
Job Condition
- Normal MTNN Working Conditions
- May Be Required To Work Extended Hours
- Open Plan Office
Experience & Training
Education:
- First Degree In Any Relevant Discipline
- Fluent In English.
Experience:
- Minimum Of 3 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
Minimum Qualification
BA, BSc, BEd Or HND
