• Application Deadline: Sun, 21 Jan 2024 00:00:00 GMT
• Position: Analyst: CRM & Billing


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 years


• Location Lagos


• Job Field Sales / Marketing / Retail / Business Development 
  

JOB DESCRIPTION

Mission/ Core purpose of the Job

• The Analyst CRM & Billing specializes in customer relationship management platforms, such as Salesforce. Bayobab CRM BSS platform was launched in 2019 and aims to constantly improve the call-to-cash operations for Wholesale space.


• The digital platform 1.0 serves Wholesale Fixed Connectivity teams.


• This role will be responsible for leveraging same platform this time for the different FiberCo.


• The job duties include organizing and analyzing marketing and customer data, helping sales and service teams deepen their market influence and build long-lasting customer relationships. 


• The role will assist to build the first wholesale fixed & mobility digital platform.

RESPONSIBILITIES

Key Performance Areas: 

• Core, essential responsibilities / outputs of the position (KPA's)


• The Analyst CRM & Billing (Infraco Delivery) will be accountable for the following:


• Assist the involved FiberCo Teams to revamp business processes transforming the Call-to-Cash journey bringing efficiency & reporting KPIs


• Elaborate business requirements needed to build call-to-cash journey 


• Collaborate very closely with implementation partner to translate, review & prioritize the necessary business requirements


• Perform UAT for the new releases prior to expose the features to WM teams


• Conduct UAT with key End Users from FiberCo teams, providing showcases of features, correspondent data & guidance for a successful UAT sign-off 


• Build CRM Platform playbooks & FAQs


• Conduct End Users trainings for new features & releases


• Onboarding new users providing adequate induction training


• Provide End Users support in collaboration with IT system admin and 2nd level of support team (SLA for resolving business critical issues to be one hour) 


• Analyze & build related reports/dashboards


• Study CRM best practices & benchmarking similar wholesale partners and propose quick wins to meet business needs

Role Dependencies

• GlobalConnect business lines
  
   

QUALIFICATIONS

Job Requirements 

(Education, Experience and Competencies)

Education:

• Minimum 3 Year Academic Degree in (Business Administration, Commerce or Marketing/Engineering)  


• Fluent in English and language of country preferable

Experience:

• Minimum of 3 years’ experience in digitalization combing strong business and digital solution skills within the telecommunication space, preferably in the wholesale/ enterprise / and carrier environment


• Agile Scrum Methodologies (desired)


• Wholesale Mobility (voice, SMS, CNS) business experience (desired) 


• Experience working in a medium organization

Competencies:

• Understanding of the mobility infrastructure wholesale landscape with a focus on emerging markets


• Good understanding of internal processes to manage fulfilment of orders effectively


• Strong networking skills to build MTN GlobalConnect professional relationships 


• Effective oral and written communication skills


• Strong computer literacy


• Project management skills


• Entrepreneurial mindset

Head 

• Manages the alignment and execution of tactical activities


• Assists in solving business challenges but looks to others for advice and guidance


• Executes on innovative commercial practices and identifies areas for continuous improvement

Heart 

• Role models ethical practices by living the MTN values and vital behaviours for others to follow


• Is self-aware and supports team capability development through opportunity creation for realising potential


• Builds relationships with customers and teams to uphold the MTN brand

Hands 

• Drives team objectives and contributes to sustainability of results


• Clarifies priorities, plans, organizes and co-ordinates the work of others

Other:

• Regional and international travel