Specialist - Business CRM Platform.Bayobab at MTN

JOB DESCRIPTION

Mission/ Core purpose of the Job

• The Business Analyst - CRM Platform specialises 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 FibreCo.
• The job duties include organizing and analysing 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

The Business Analyst - CRM Platform (Infraco Delivery) will be accountable for the following:

• Assist the involved FibreCo 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 FibreCo 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)
• Analyse & build related reports/dashboards
• Study CRM best practices & benchmarking similar wholesale partners and propose quick wins to meet business needs

Role Dependencies

• Bayobab business lines
• IT

QUALIFICATIONS

Job Requirements

Education:

• Bachelor's Degree in Business Administration, Commerce or Marketing/Engineering
• Fluent in English

Experience:

• 3+ years’ experience in digitalization combing strong business and digital solution skills within the telecommunication space, preferably in the wholesale/ enterprise / and carrier environment
• Salesforce and/or Siebel experience is essential
• Agile Scrum Methodologies (desired)
• Wholesale Mobility (voice, SMS, CNS) business experience (desired)

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