Retail Experience Manager - MTN Ghana

MTN Ghana seeks to recruit a suitably qualified candidate for the job position of Retail Experience Manager.

Job Context

• Technology and Platform business
• Multi-regulation and multifaceted stakeholder management
• Public Listed Organization
• Environmental, Social, and Governance prioritized
• Regionalization structure implication
• Performance-driven environment
• Development of a sophisticated client base (especially high-value)
• Diverse cultural environment
• Extended workforce management

Foundational Skills Proficiency Required

Strategic Planning & Thinking

• Analyze the organization’s wider environment and draw conclusions about the impact of events and activities; guide the team to create solutions that deliver value in line with the business plans.
• Develops and implements organization-wide policy by determining the target audience, building coalitions with the appropriate population, and developing a budget.

Critical Thinking

• Introduces new approaches that may have been tried elsewhere.
• Examines situations from multiple or different perspectives.
• Recognizes points for improvement and uses imagination to solve problems.

Analytical Thinking

• Organizes, classifies, and synthesizes the data into fundamental issues.
• From the information, identifies the most probable causes of the problem.
• Reduces the information down into manageable components.
• Identifies the logical outcomes from analyzing the data collected.

Decision Making based on Decision Modelling

• Maintains the utmost integrity and behaves ethically at all times. Identifies gaps in information and makes informed assumptions in order to take timely action.
• Addresses very complex issues and makes a judgment call on the need for additional analysis or the business necessity to take a timely decision, with the available information.
• Demonstrates a basic understanding of different decision models.

Qualification Required & Experience

Education:

• A University Degree. Affiliation to a Professional body (CIM etc.) is a plus.

Experience:

• At least 5 years’ experience in Customer Service and People Management with at least 3 years in a supervisory position

Competencies

Professional/Technical competencies:

• Strong customer service knowledge.
• Working knowledge of all MTN products and services.
• Strong knowledge of sales management. Strong Financial and business knowledge
• Stakeholder and People management
• Customer relationship and experience management
• Technologically savvy
• Strong digital knowledge

Skills/ Physical competencies:

• Ability to manage self and be a team player, good conflict management, take and manage accountability.
• Energy & Drive – Innovative, takes initiative, result-oriented, and develops self consistently.
• Interpersonal Skills – Leadership, customer centricity, collaboration, and coaching & develops direct reports.
• Personal Skills – Trustworthy, integrity and ethical in dealings
• Operating Skills – Ability to focus on priorities and plans, and share knowledge effectively.
• Organizational Positioning Skills – Good written and verbal communication, presentation skills, commitment to the organization
• Skill in Resource Management

Behavioral qualities:

Must live the MTN Values of

• Can Do; Integrity; leadership; Innovation; Relationships

Must Live the MTN Vital Behaviours of.

• Complete Candor, Complete Accountability, Active Collaboration, and Get it Done