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Etisalat’s vision is a world where people’s reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel.
Etisalat Nigeria is recruiting to fill the below position of:
Job Title: Specialist, Self Care
Location: Lagos, NG
The specialist, Self-Care is part of the Customer Experience team and is responsible for enhancing existing and building new self-care capability across Etisalat service touch points primarily Web and Mobile channels.
We are looking for an individual with an attention to detail whose aims include delighting customers through features and experience.
Passionate about growing the online interactions and making etisalat.com.ng the one stop shop for product information and account management.
This is a critical support role for the Customer Experience Team leading cross-functional internal and external teams to deliver a range of projects and initiatives at a time of significant online transformation.
You will have significant responsibility and ownership for the definition, documentation and execution of Self Care Projects including directing and motivating project teams members and third party suppliers.
Execute the Online User Experience (UX) and self-care plan, increase self-care transactions to meet and exceed targets KPIs
Cooperate in setting KPIs, build online dashboard and monitor results.
Focus on delivering the key KPIs and stop activities not pointing in direction of these activities.
Establish stable links with CC and segment teams to ensure effective and successful Self-care operations for Online
Drive Etisalat Nigeria’s Mobile self-care activities
Manage a stable customer experience, and professional operation to support commercial and efficiency plans
Cooperate in the design of an online capability roadmap in alignment with segments, CC and IT to ensure full capability support for Self Care targets
Manage effective and targeted online activities including proactive self-care campaigns
Align capability roadmap to make sure plans support Self-care boost plans
Establish direct links between commercial activities and self-care activities to strengthen and boost both transactions
Control scope, budget and timing of online capability developments.
Control customer experience of online capabilities to guarantee superior customer experience for Etisalat customers
Manage the maintenance of online capabilities delivered by the unit
Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Online User Experience and Self-Care.
First degree or equivalent in a relevant discipline.
Experience, Skills & Competencies
Three to five years as a usability engineer, user experience designer, graphic designer, user researcher, or equivalent title in software design or development
A thorough understanding of consumer needs, drivers and issues
Experience with both Web and Mobile applications – working knowledge of ecommerce and CMS platforms
Experience of online self-help / Online Self-care exposure would be very attractive
Experience within telecoms / mobile operator very advantageous.
Exceptional people and communicator skills to bridge gap between technical and commercial teams
Ability to work with creative disciplines i.e. UX, graphic design and front end development teams
Outgoing, organized, persistent, flexible and able to focus on long term goals
Taafoo.com is an online-driven discount fashion retail company that offers a wide range of fashion at a price that
majority of consumers can afford. Started in September 2009 as a online social messaging platform for Nigerian celebrities, taafoo.com has over the years evolved into a premier online retail destination in Nigeria.
Taafoo.com is recruiting to fill the position of:
Customer Experience Manager
Taafoo is seeking a Customer Experience Manager, with a strong display of empathy, who will be responsible for creating, executing, analyzing, and developing member programs that drive customer activation, repurchase and engagement, with a long-term focus on building brand loyalty and generating revenue from the taafoo customer base. This role is perfect for a seasoned customer relations expert who thrives on a mix of strategy, creativity, execution, and analytics, and isn’t afraid to get his or her hands dirty. The ideal candidate will be ROI-focused and able to prioritize ruthlessly, set deadlines, and meet aggressive growth goals. This team member will play a pivotal role in helping drive customer to Taafoo store at our office in Oregun, Lagos.
Identify key customer insights and opportunities for growing engagement and revenue Create and develop member programs to deepen engagement across multiple customer segments and life stages Understand technology requirements and prioritize projects on an ROI-basis for product roadmap Driving projects to completion on or prior to scheduled due date Establish monthly, quarterly, and annual marketing plans Develop metrics, create dashboards, and report on results Guide creative development of marketing collateral Fashionable & TrendyQualifications/Skills
3 plus years relevant customer service experience Experience in all aspects of engagement marketing, including strategy, execution, analysis, and infrastructure Experience in online and offline retention and loyalty marketing tactics (e.g. re-targeting, direct mail, promotions) Proven track record of moving quickly and delivering results in an entrepreneurial environment-exceptional analytical, organizational, interpersonal, and problem-solving skills Outstanding verbal and written communication skills Keen attention to detail and ability to dive deep matched with the ability to think big Demonstrated success at a top direct marketing brand SQL Server/MySQL experience preferred Flexible and resourceful, easily adaptable to changes in environment and prioritization
To exploit Taafoo Nigeria’s world-class retail facilities towards generating and boosting sales. The sales manager contributes towards the development and deployment of sales strategies that guarantee the achievement of the Sales targets. He/she coordinates the activities of the Sales Executives, under the overall direction of the MD
Plan and direct the day-to-day activities of the Retail Sales Team towards the achievement of the team and departmental sales targets while ensuring the efficient utilization of resources. Pitching for businesses, preparing proposals and negotiating sales contracts Institute the discipline of customer information collection as key input for the customer interaction database – a tool for developing and maintaining walk-in customer relationships Direct and manage the preparation of customer order and follow up to ensure full processing Review order and receipt prepared by Sales Executives for adherence to provisions on Taafoo’s Pricing Policy as well as general compliance with the Sales and Marketing policies and procedures Plan and direct the implementation of approved retail sales discounts and report statistically to management on the success of the discount strategy Proactively liaise with the Inventory Team in obtaining the real-time inventory position. Train and provide guidance to Retail Sales Executives on practical strategies and techniques for customer attraction, product description/sales and sales closure. Conduct (in collaboration with the Telesales, Floor sales and Retails sales executives) assessment of customer satisfaction level, ascertaining overall customer satisfactions Developing new sales strategies/techniques to attract new customers and increase sales Ensure compliance by Retail Executives with Retail Service Charter Planning and implementation of annual in-house exhibitions and conferences, as a deliberate sales/marketing strategy. Ensure 100% compliance with the exchange policyQualifications
First degree B.Sc or HND in any related discipline Minimum of 3-5 years Sales/Marketing experience, a significant portion of which is acquired selling products in the Retail Industry preferably online retail industry.
To design or create graphics to meet specific commercial or promotional needs, such as banners, image ads, beautifying website, packaging, displays, or logos. May use a variety of mediums to achieve artistic or decorative effects
Thinking creatively to produce new ideas and concepts Using innovation to redefine a design brief within the constraints of cost and time Working with a wide range of media, including photography and computer-aided design Proof reading to produce accurate and high-quality work Develop graphics and layouts for product illustrations, company logos, and Internet websites. Responsible for the design and production of various online materials including videos, web banner ads, web pages, micro sites, web content updates, email blasts and other design and production initiatives that support marketing efforts Responsible for the design and production of various print marketing collaterals including catalogs, brochures, flyers, sell sheets, trade show banners and displays, signage, logos, labels for products, presentations, print advertising, and photo manipulation and other design and production initiatives that support marketing efforts. Maintain archive of images, photos, or previous work products Study illustrations and photographs to plan presentation of materials, products, or services. Research new software or design conceptsQualifications
Bachelor’s degree preferred in graphic design or related field Minimum of 2 years of web and print design and production experience
Method of Application
Interested candidates should send cv to: firstname.lastname@example.org using “Customer Experience Manager” as subject of mail
Deadline: 28 March, 2014