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Job Category: 
Marketing: Product & Services
Division: 
Marketing
Location: 
Al- Khartoum
Job Summary: 
• Reduce value loss from churn and identify all areas across the organization impacting churn. • Rollout of Customer experience and Churn road-map • Identify roadblocks compromising the roll-out of the road-map and timely escalation
Description: 
  1. Coordinate with other departments (customer care, network and sales)  to manage areas impacting customer satisfaction and ensure that the CS index targets are reached.
  2. Design, implement and track the Customer Experience and Churn Reports.
  3. Monitor the customer experience through key touch points in order to identify trends that lead to churn.
  4. Establishing and developing a retention framework, Rollout of Customer experience and Churn road-map with both reactive and proactive strategies on reducing churn.
  5. Investigate on the ground the performance of the prestige program and commitment of partners
  6. Identify the top 10 customer complaints and recommend solutions.
  7. Assume role of project manager for the loyalty and retention roadmap initiatives
  8. Identify and act-on customer complaints impacting satisfaction and leading to churn.
  9. Regularly audit service quality of products and service offered by MTN to Identify, report findings and act-on these finding impacting satisfactions and leading to churn.
  10. Perform research and analysis to support the development of the customer experience dashboard
  11. Perform ad-hoc duties as assigned by manager.

 

Job Requirements: 
• Bachelor Degree in Marketing/ relevant educational field • Over 2 years telecom experience
Required Skills: 
• Strong team player, able to effectively work with all levels of management • Ability to provide constructive feedback to Management • Ability to work collaboratively across functional areas to achieve results • Ability to roll out new initiatives
Closing Date: 
Wednesday, September 18, 2019