MTN Segment and Channel Planning Jobs in Nigeria

MTN Segment and Channel Planning Jobs in Nigeria





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



    How to Apply

    For more information and job application details, see; MTN Segment and Channel Planning Jobs in Nigeria

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