Jibola Idowu

Experience

• 

  Etisalat Nigeria

  May 2008 - Jan 2016

  I was responsible forTrending and forecasting of call volume and patterns into the call centre to guide decision making on headcount requirements.Short term and long term staffing and budget forecast for Customer service operations.Creation of work schedules for over 1,500 call centre agents, to optimally manage the volume of inbound calls and queries received.Management of departmental employee database Co-management of departmental bonus incentive scheme.Performance management: in-depth contact centre staff performance reporting at both individual and team levels, critical to periodic performance reviews and appraisals.Business analysis and reporting:Daily analysis of Etisalat Nig. contact centre operations performance; appraising achievements against defined service delivery targets.Product monitoring: Assessment of product and service uptake and performance via customer contacts and feedback received; identifying service gaps and communicating recommended fix.Implementation of differentiated service delivery via call centre channel per customer segment.Root cause analysis of shifts in customer behaviour regarding any product or service offering particularly observed spikes in complaint volumes.Routine evaluations of operational performance with the aim of comparing achievements against set targets and highlighting new trends.Creation and continuous modification of performance dashboards and reporting templates.Key Achievements - Developed and deployed a customer segmentation program using Customers’ most recent spend value and length of stay with survey insight to design Quality of service offered to the customers using the 80/20 rule. This helped in identifying the High-value customers on the network and their behavioural pattern with regards spend, churn and speed of complaint resolution. This project led to a 20% increase in organizational revenue and a 5% reduction in churn. Show less

  • Specialist, Workforce Management

    Jul 2010 - Jan 2016

  • Call Centre Executive

    May 2008 - Jun 2010
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  Etisalat Nigeria

  Jan 2017 - Jan 2017

  Specialist, Customer Intelligence

  I was responsible for gathering and analysis of customer behavioural data (reference & transactional) across key service touchpoints to improve and drive customer relationship management and the overall customer experience in accordance with Etisalat CX strategy.Key Achievement - Rebranding of all touchpoints from Etisalat to 9mobile (IVR Rescripting, Product Catalogue Update and Frontline Engagement).

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  9mobile

  Oct 2017 - Jun 2023

  I am responsible for the followingDesign and execution of trade marketing plans and strategies and to ensure that these align with brand and sales objectives and revenue targets. Drive the aggressive trade marketing activities of 20 trade marketing agencies and sales canvassing across Nigeria to ensure maximum achievement of assigned KPIs. End to end production and deployment of all BTL communication materials, trade branding collaterals and point of sale items across the business.Key Achievements - Achieved 33% Visibility Penetration with 83% cost savings within 6 months. - Developed initiate that increased sales canvassing activations from 0 to 40,000 monthly Show less I was responsible for:Execution of the operational strategy for acquisition & retention of High-Value Customers via the MNP Postpaid channels.Responsible for project delivery, alignment of overall MNP process & MNP project plan.Work with cross functions to execute MNP & individual postpaid operational strategy in strict accordance with the Segment’s plan.Drive the application of MNP process, development & competitor practices to maintain company’s competitive advantage.Ensure maximum success of MNP related campaigns.Responsible for the development of quarterly marketing plans and manage the marketing elements of the propositions.Execution of marketing initiatives to drive acquisition and retention of the MNP & Individual postpaid base. Responsible for the company’s overall MNP & Individual Postpaid revenue.Collaborate with sales, training, communication, finance, and operations as a lead role to ensure flawless execution of all MNP & Individual postpaid products & activities.Ensure market penetration, growth and profitability through effective implementation of MNP and Individual Postpaid segment strategies.Drive Porting of referred High-Value Customers to the network while ensuring an exceptional experience. Liaise with the Brands and Communication team to define effective channels for communicating defined/approved initiatives aimed at creating awareness in the MNP and Individual Postpaid market. Ensure the website is up to date with latest product information and product has maximum visibility on web search engines using SEO and web analytics tools.Responsible for the proposal of new product initiatives as well as options for convergence aimed at penetrating the Individual postpaid segment.Prepare agreed periodic reporting.Prepare relevant segment performance analysis based on preferences, performance & behavioural patterns.Ensure synergy across functional areas through effective management of inter-functional relations & activities. Show less

  • Manager, Trade Marketing Services

    Feb 2022 - Jun 2023

  • Specialist, Trade Marketing Services

    Nov 2018 - Feb 2022

  • Product Manager, Mobile Number Portabilty and Individual Postpaid

    Oct 2017 - Oct 2018
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  DStv

  May 2023 - now

  Senior Marketing Manager

  Responsible for the development of a fully integrated and localized marketing and branding strategy that will resonate with the Nigerian marketResponsible for the development and execution of the marketing plan in Nigeria to increase DStv/GOtv market share