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
Job Title: Customer Relationship ManagerJob Description
Responsible for providing highest quality of customer focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.
Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets.
Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaint are promptly attended to and customer informed of status in the resolution process.
Collect data and information on customer care needs/issues and manage implementation of new systems, procedures and work ethics to improve customer service efficiency.
Monitor and prepare periodic report on sales and generate periodic reports for management review.
Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends and ensuring optimum service levels are achieved and maintained.
Develop procedures to promote establishment and maintenance of meaningful communications between customers and customer care representatives.
Establish/maintain lasting relationship between customers and customer care representatives, as well as other key units (Sales, Channel Distribution, Service Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
Partner with MTNN’s Ecosystem Partners to deliver business value.
Manage relationships with key stakeholder units (EBU, Information Systems, Credit Collections & Billing, Marketing, Sales & Distribution, Walk-In & Online).
Responsible for the management of all revenue collection, billing management, debt management and credit control functions on postpaid subscribers.
Provide qualitative customer care by ensuring credit worthiness of the postpaid customer base.
Oversee credit vetting and assessment delivery in line with MTNN’s policy and consumer standard.
Ensure bad debt reduction and management across the entire postpaid credit customer base.
Setup the necessary controls to ensure that post-paid customers ageing management(provision for doubtful debt and bad debt management) are at best minimized. &mid dot;
Facilitate debt recovery drive and recommend new strategies for debt collections.
Facilitate qualitative customer care by ensuring integrity, accuracy of postpaid invoices.
Facilitate qualitative customer care by ensuring prompt generation and distribution of bills to the entire postpaid base.
Ensure proper management of post-paid customer’s receivables by ensuring regular and proper update and reconciliation of invoices and payment.
Ensure adequate reporting and management of Postpaid Consumer GSM, Postpaid VIP and Internal Accounts including their products and services.
Manage identified risks within the unit and propose new strategies for End-to-End Postpaid Billing, Credit and Debt management.
Setup policies and procedures for management approval and regular review of approved policies and procedures for the management of post-paid customers operation to ensure continuous effectiveness and efficiency in service delivery.
Facilitate and lead in the definition of user requirements to guide the development and deployment postpaid billing enhancement.
Recommend new strategies in the Postpaid billing platform according to best practice
Facilitate the development and implementation of customer care framework and support for frontlines service points on postpaid services.
Job Condition
Normal MTNN working conditions
May be required to work extended hours
Regional Travel (for Regional Service Managers)
Requirements, Experience & Training
First degree in Social Science or any related field. An MBA is desirable
Minimum 6 years’ experience which includes:
3 years work experience in area of specialization in experience supervising others
Experience in financial credit risk management
Experience in credit matrix scoring and assessment
Exposure to telecom billing technologies and complementary technologies
Experience in managing complex processes and procedures Training:
Customer Relationship Management
Employee Performance Management
Management Programs
MS Excel (Intermediate and advanced)
MTN Products & Services Project Management Service
Excellence Audit/ Inventory training
People & Performance Management
Financial planning & Budgeting
Business Intelligence Service Segmentation
Resource Planning
ICT Cutting Edge Technologies
Crisis Management
Innovation Management
Credit Management
Change Management
Brand Management
MS Office Enterprise
Minimum qualification:
BA, B.Ed, B.Sc, HND or BTech
How to Apply
Click Here to Apply Online
Job Title: Senior Manager, Customer Value Management Operations
Job Description
Responsible for implementation of Customer Value and Campaign Management Strategy.
Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
Lead creation of sub-divisional strategy in line with overarching divisional goals with emphasis on client experience (internal and external) Serve MTNN’s customers and provide solutions to improve the customer experience.
Partner effectively with MTNN’s critical high value customers to enhance MTN’s Corporate Brand Develop strategies and champion customer centric culture across the organization and develop/reform relationships with MTNN’s internal and external customers to transform the MTNN’s revenue.
Drive an increase in MTNN’s Net Promoter Score Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
Work closely with project managers to ensure that progress is in line with customer value management Roadmap, any risks or issues are actioned upon timely, provide subject matter expertise where required interface with Opco stakeholders, Group Management Service stakeholder and consumer divisional heads (not limited to) in order to ensure effective and efficient operations
Ensure team’s collaborate with Quality Assurance and Internal Audit teams to perform periodic quality and process audits
Collaborate with other functional heads to enhance key elements of the consumer business model
Collaborate with Group Management Services/Group Technology and Opco leaders to add and / or modify suite of services/support provided and develop standard templates and reports
Partner with MTNN’s Ecosystem Partners to deliver business value.
Provide input and support into defining business requirements for key customer value management (CVM) capability development projects, including campaign management & measurement systems, channel capabilities and integration; Support the creation, of outbound and inbound marketing frameworks.
Drive the implementation of outbound and inbound marketing frameworks.
Develop key inputs such as eligibility rules, arbitration prioritisation, predictive models, offer value, levers, channel capacity, previous activity performance evaluation, customer investment rules, and strategic priorities; Assist with the definition and build of the customer decisioning logic/rules
Manage the campaigns for outbound and inbound customer contact activity, based on the customer contact plan and requirements from Customer value management Base Marketing teams.
Ensure the effective management of the customer decisioning logic/rules Manage the post-activity reports and in-depth performance evaluation to determine how existing decisioning rules can be enhanced to drive increased business benefits
Prepare the detailed Monthly BTL Plans to be followed by the Campaign Management team.
Report progress, risks and issues to be acted upon
Manage contact management activities and implement customer contact rules and ensure compliancy within the MTN
Implement customer contact policies and plans in line with MTN consumer strategies and measure effects and report results to related departments
Experience & Training
First Degree in any relevant discipline. Industry certification(s) and/or Post-graduate/professional qualification(s) in a related field (an added advantage)
Minimumof 10 years working experience comprising: Manager track record of 3 years or more; with at least 3 years in relevant sector/industry
Experience in leading change / transformation (marketing) at an operational level advantageous
Experience in continuous improvement through the implementation of best practices
Experience in Campaign Management and Customer Value Creation Understanding of marketing processes in telecom industry
Minimum Qualification:
B.A, B.Ed, B.Eng, B.Sc, B.Tech, HND or LLB
Training:
Segment Strategy and marketing training
Marketing, Management and decision making courses
Job Condition:
Normal MTNN working conditions
May be required to work extended hours
Regional, national and international travel.
How to Apply
Click Here to Apply Online
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