Company Info
Large organization
200 + Employees
MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable.
MTN Nigeria – The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.
1). Analyst – Customer Intelligence
Job Identification: 5314
Location: Ikoyi, Lagos
Job Type: Full-time
Job Category: MTN Level 2
Reports To: Manager – Business Planning Analysis and Reporting
Division: Customer Relations and Experience
Mission
- Responsible for analyzing data, as well as contributing to the design, implementation, and delivery of analytics products and services.
- Responsible to perform data mining on large dataset (structured and unstructured), interpret and generate insights from existing analytical models for customer retention and improve customer experience.
- Ensure proper design, implementation, and availability of technical support for user systems within the assigned division/department.
- Under supervision, responsible to ascertain and execute plans to build, implement, and maintain predictive models using available tools and programming languages. Monitor and provide feedback on model performance and recalibrate models as necessary.
Description
- Collect, analyze, interpret, and summarize data in preparation for the generation of statistical and analytical reports and provide intelligence that supports decision-making.
- Collect and analyze customer and business information and trends for forecasting and planning across all channels (Call Center, Walk In, Self Service, Social Media/ Digital, Account Management).
- Utilize specified statistical software to analyze and interpret research data, as appropriate to the individual position.
- Understand customer demographics, usage, and behavior to drive decision-making on retention and value creation.
- Analyze and report customer-impacting trends, including competitive intelligence, to guide management decisions.
- Ensure the generation of relevant reports for management purposes; utilize specified statistical software, e.g., Power BI, Thinkcell & other data visualisation tools.
- Conduct research and provide feedback on consumer usage and perceptions of MTNN products and services for product evaluation & business development.
- 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.
- Demonstrate broad understanding of the Big Data end-to-end ecosystem and dependencies to identify trends in customer dynamics.
- Develop initiatives to ensure customer retention/loyalty in collaboration with other units and departments.
- Audit and review of Customer Relations data to ensure data integrity and adherence to data governance policies.
- Conduct competitive intelligence on products and service offerings across all regions, segment and channels.
- Provide data and analysis to support the business planning process by management.
- Forecasting, projections, and trend analysis for traffic volumes and flow to the Call Center.
- Workforce dimensioning and scheduling for internal call center helpdesks.
- Liaise with outsourced call center vendors to produce and validate customer traffic and call center performance reports.
Requirements
Education:
- First Degree in any relevant discipline
- Fluent in English.
Experience:
3-7 years’ experience, which includes
- Experience working in a medium organization
- Solid understanding of predictive analysis: predictive modelling, machine learning and data mining.
- Proficient in using two programming languages out of R, python, SAS and SQL.
- Good understanding of customer data analysis, propensity modelling and segmentation techniques; excellent understanding of data manipulation and interrogation techniques.
- Good knowledge of statistical modeling techniques and algorithms.
- Experience in Customer Care and Management.
Application Closing Date
10th March, 2025; 10:59 PM.
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2). Manager – Customer Acquisition and Compliance North East
Job Identification: 5350
Location: Kano
Job Type: Full-time
Job Category: MTN Level 3
Reports To: General Manager Regional Operations (North-East)
Division: Sales & Distribution
Mission
- To ensure growth in MTNN’s base in line with the strategic business objectives.
- To manage and monitor customer SIM Card Registration across all regions and provide basic enablement for smooth operations across cross functional units.
Description
- Support the development and implementation of the national sales strategy within regional channels, as well as ensure that regional targets and service levels are duly met
- Review market and channel needs, plan and manage the procurement as well as distribution of SIM cards, ensuring this is in line with approved business forecast
- Track and administer the procurement process of approved number range, review acquisition and deployment plans/number usage and ensure availability of numbers across the country
- Review business forecasts, track and monitor SIM procurement, SIM Card stock in channels across the regions and administer the distribution of SIM cards in line with approved plans
- Manage repair and swap process for SIM Registration kits and ensure subscriber details are up to date and correct as well as ensure the security and accessibility of the database
- Develop compelling business cases for investment within relevant verticals, to assist in clearly identifying return on investment and risk
- Analyze target trends in trade channels within regions and monitor and prepare periodic reports on sales and distribution, SIM Card stock in channel across the regions and related trade channel activities.
- Conduct competitive research, to find out competitors’ strategy for implementing acquisition and Registration within the region
- Identify new markets, business within the region and act as liaison between MTNN and newly identified customers
- Ensure effective management of customer acquisition and SIM Card Registration within the regions
- Liaise with Network Group and monitor the provisioning of numbers, SIM Registration process across the regions, track deployment of SIM Card boxes and ensure the registration target/payment as well as reverse logistics of boxes are met periodically
- Interface with the Sales Operations Unit for prompt service delivery to customers within the regions
- Propose effective route-to-market options in implementation of all defined strategies for customer retention
- Manage SIM Registration Devices
- Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs
- Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Requirements
Education:
- First Degree in any related discipline
- Master’s degree in Sales or Marketing will be an added advantage
- Fluent in English
Experience:
6 – 13 years’ work experience comprising:
- Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
- Relevant experience in customer acquisition and NCC requirements
- Experience working in a medium to large organization
- Relevant project management experience.
Application Closing Date
10th March, 2025; 10:59 PM.
How to Apply: Interested and qualified candidates should use the links below to apply: