Company Description
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: Manager, Closed Loop Feedback
Job Description
Responsible for establishing MTNN Voice of the Customer (VOC) feedback Program in collaboration with customer experience teams ; share learning’s, updates to wider business divisions for systematic, continuous improvement using the loop closure process
Responsible for ensuring the development and implementation of the close loop feedback system.
Roll out close loop feedback systems in all necessary touch points ensuring a constant increase in the NPS score.
Stakeholder management across all divisions
Follow through to ensure that all opened loops are closed
Managing the Divisional executives for implementation of recommendations
To lead design and implementation of closed loop feedback system across all customer Touchpoints, Call centre, Walk-in , Digital etc and other top priority touch points and potentially internal NPS Net Promoter Score.
To design closed loop feedback roll out, planning and implementation.
To Track and report on CLF roll out and NPS Net Promoter Score to all management and team member responsible for the channels.
Collaborate with HR in developing, maintaining and improving closed loop feedback system training material, templates and documentation.
To audit and coach Team Leaders and managers to continually improve CLF management processes and report back to functional heads.
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: Manager, Closed Loop Feedback
Job Description
Responsible for establishing MTNN Voice of the Customer (VOC) feedback Program in collaboration with customer experience teams ; share learning’s, updates to wider business divisions for systematic, continuous improvement using the loop closure process
Responsible for ensuring the development and implementation of the close loop feedback system.
Roll out close loop feedback systems in all necessary touch points ensuring a constant increase in the NPS score.
Stakeholder management across all divisions
Follow through to ensure that all opened loops are closed
Managing the Divisional executives for implementation of recommendations
To lead design and implementation of closed loop feedback system across all customer Touchpoints, Call centre, Walk-in , Digital etc and other top priority touch points and potentially internal NPS Net Promoter Score.
To design closed loop feedback roll out, planning and implementation.
To Track and report on CLF roll out and NPS Net Promoter Score to all management and team member responsible for the channels.
Collaborate with HR in developing, maintaining and improving closed loop feedback system training material, templates and documentation.
To audit and coach Team Leaders and managers to continually improve CLF management processes and report back to functional heads.
Job Qualification
BA, BSc, HND, MBA, MSc. MA
Job Experience
8 years
Job Location
Lagos
Job Category
Customer Care, ICT, Computer, Sales, Marketing
Method of Application
APPLY HERE
Closing Date
11 March 2016
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