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Manager Customer analytics | MTN jobs

Manager Customer analytics | MTN jobs

Manager Customer analytics | MTN jobs
Manager Customer analytics | MTN jobs



Job Category: 
Customer Care
Division: 
Customer Experience & Operations
Location: 
Al- Khartoum
Job Summary: 
• Track, oversee and optimize customer interactions through providing insights driven by customer analytics across customer touchpoints to drive the NPS plan and customer experience strategy. • Be an active part of the customer engagement squad looking after NPS and overall customer experience performance. • Drive customer experience key projects and drive execution
Description: 
  • Define customer experience and operations KPIs and ensure they meet targets and standards set
  • Develop, deploy and maintain operational execution dashboards/timely reporting mechanisms and controls to ensure lean and effective Customer experience operations
  • Ensure the timely accurate reporting of financial and non-financial results.
  • Prepare and consolidate Annual budget & Business Plan through coordination with relevant units to obtain budget approval.
  • Undertakes business modelling and monthly forecasts
  • Participate in setting, monitoring and controlling department budget
  • Manage reporting and verification of the monthly KPI's and conduct budget Vs actual analysis
  •  Provide daily \ weekly \ monthly performance indicators with recommendations
  • Develop business cases related to all initiatives and roadmap
  • Consolidate customer experience reports and submit summary report to management, finance and group
  • Proactively develop and implement change management taking cognizance of VOE (Voice of the Employee) and VOC (Voice of the Customer)
  • Develop and track and monitor and report customer experience listed and approved project
  • Responsible to facilitate projects planning by planning, prioritizing setting deadlines
  • Ensure allocation of resources to projects, outline budget and expected risks
  •  Ensure proper documentation for project and related processes
  • Conduct benefit realization analysis for the projects impact
  • Set the right definition of customer experience KPIs among different touch points
  • Develop customer experience insights reports specifications through various dashboards to assist CLF management drive superior business decisions
  • Successful implement of CEX strategies in terms of NPS operationalization.
  • Ensure of proper linking of customer feedbacks with different stakeholders operational KPIs
  • Track NPS measures and work with relevant parties to continuously improve through identifying and follow up on inner loop and outer loop
  • Improve customer Journeys by proving meaningful information supported by data to identify, track and co-relate data to identify areas that impact customer experience
  • Develop wide framework for CEX business reporting and Management Information Reporting Strategy
  • Provide intelligence and strategic input to develop and implement CEX wide strategy
  • Responsible for the security, confidentiality & integrity, of all information assets within his/her responsibilities in accordance with the company’s Information Security Policies.
  • Support the development of compiling business cases to facilitate strategic decision for developing customer experience directions  
  • Be responsible for maintaining the information security of  MTN physical or information assets that they access, use, or manage as per the company policies
  •  
  • Ensure that staff are responsive, courteous and handle transactions competently
  • Motivate staff and ensure prober work environment that lead to Employees satisfaction   
  • Measure and evaluate Staff performance in alignment with HR policies
  • Perform Ad-Hoc duties assigned by management.
Job Requirements: 
Bachelor degree in business administration or any related field. Minimum of 5 years' experience in a managerial position in a similar job preferably within the telecommunication industry . Special Notice : MTN Sudan provides equal opportunity, fair and equitable treatment in employment to all people without regard to , race, gender, social origin, Color, age, disability, religion, conscience, belief, political opinion, culture, language, marital status and family responsibility.
Required Skills: 
• Participating and empowering leadership style • Ability to drive and coach a team forward and give necessary support • Result and Customer-oriented • Communicative and coherent with good negotiation skills
Closing Date: 
Monday, June 14, 2021


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