General Manager: Customer Management & Platforms - MTN

Job Summary

Oversee customer centricity and implementation of best practices in Customer Experience management and service delivery across various platforms in the company to achieve business objectives.

Context:

• Evolving Digital Telecommunication business and business models.
• Multiregulated environment.
• Increasing demand for digital experiences and data-driven decisions to keep up with customers.
• A shift from share of market to share of life.
• Evolving business models and partnership management.
• Brand Reputation
• Increasing traditional and non-traditional competitors complimented by growing price wars.

Key Tasks:

• Integrate and standardize service delivery across different channels and promote customer centricity and implement the MTN Branded Experience at all touch points.
• Manage customer care channels to become a competitive advantage for the business and align service levels to customers’ value.
• Identify and work with service champions to continuously raise the service standards, entrench segmentation principle in the fabric of service delivery and review customer feedback and implement recommended actions.
• Develop strategies and tactics to perform the process reengineering of customer care across the whole organization to ensure high levels of customer commitment. Define parameters and liaise with stakeholders to implement set targets and standards and create and sustain exciting customer- related activities in the business.
• Develop a strong team culture and utilize necessary resources to ensure world class standards are achieved across the various verticals; Consumer, Enterprise, Home, Digital and Fintech.
• Ensure that the goals of productivity, quality, turnaround time and customer service are all met across the various channels through the development and review of appropriate policies and procedures.
• Oversee the effectiveness of customer analytics in the CM environment and analyse, exploit and provide customer related information to achieve business objectives focusing on customer experience management to gain sustainable advantage.
• Identify opportunities for increased customer retention and maintenance of customer loyalty and increased spend.
• Consistently measure customer loyalty metrics for the organisation and work with stakeholders to address problematic areas.
• Actively promote the vision and values of the organisation particularly in the areas of Customer Management. Cascade the vision, direction and values down to all levels of staff and liaise with CE&P to facilitate GAP analysis and implement relevant actions.
• Ensure all frontline activities are performed timely and enhance Data and ICT in the customer relations space in line with business focus.
• Prepare mechanisms for analysing issues and deploying continuous improvement of the division’s strategies and goals. Implement Data care centre.
• Manage the complexities of the interaction between the multitude of technologies and services and see to it that CM and CRMI components are identified and plans put in place to achieve them.

• Perform any other related function that may be assigned due to change evolving business needs.

Job Requirements

Education:

• A Degree in the Social Sciences or a related field of study
• A postgraduate qualification in Business or a related field of study

Experience:

• 10 years’ relevant experience with at least 5 years in a senior managerial role.

Knowledge / Technical Competencies

• Stakeholder management
• CRM strategy and platform management
• Business and commercial acumen
• Digital customer transformation initiatives
• Process digitization and automation
• Customer channel migration strategies
• Project Management
• Analytical Thinking
• Problem-solving skills
• Results oriented
• Leadership and People Management Skills
• Team Building Skills
• Communication Skills
• Customer focus
• Quality Focus
• Excellent Interpersonal relations
• Performance excellence
• Attention to Detail
• Organizational skills
• Proficient working knowledge of Microsoft Office (Word/Excel/Power Point/Visio)

General working conditions

• Anywhere/Anytime work/ Ability to manager self/Personal accountability.

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