Title of Job: Customer Experience Manager – IRC20656

CUSTOMER EXPERIENCE & SERVICES MTN BENIN

Mission/ Core purpose of the Job:

•To develop and drive Best customer experience strategic pillar within the Opco ensuring that the methodology, metrics, tools, capabilities and up skilling are implemented to increase positive customer experience whilst using  timely and relevant analytics to differentiator target customer experience in the Opco aligned to the MTN BRIGHT strategy .

•Identify and implement initiatives to improve customers’ journeys as per MTN Group Standards & Opco reality.

Key Performance Areas:

Key Tasks:

•Develop the overall plan within the Opco in collaboration with others stakeholders to design targeted customer experience across all business streams

•Ensure the successful delivery and implementation of Opco specific customer experience plan by providing project management, analytical support and customer experience expertise.

•Analysis of Opco customer information– including, but not limited to Net Promoter Score, Customer Effort Score, churn, customers profile, closed loop feedback, staff knowledge tools and any others relevant KPIs.

•Design and owns reporting within the CES department & report to key stakeholders.

•Define overall approach & manage roadmap for high volume journeys mapping within the organization.

•Ensure effective diagnosis of high volume journeys with clear metrics & timely implementation of initiatives & projects to improve high volume journeys to deliver best customer experience.

•Project Manage Voice of customer solution with effective delivery of project within agreed timeline and scope.

•Owns & drive Customer Processes at each point of contact and through the organization. Design and Review with relevant departments’ current processes that affect customers and ensure that they really contribute to improve significantly their experience.

•Identification of training needs and gaps for frontline staffs, definition of training policies, plans and evaluation

•Define overall approach & manage roadmap for high volume journeys mapping within the organization.

•Ensure effective diagnosis of high volume journeys with clear metrics & timely implementation of initiatives & projects to improve high volume journeys to deliver best customer experience.

•Project Manage Voice of customer solution with effective delivery of project within agreed timeline and scope.

•Owns & drive Customer Processes at each point of contact and through the organization. Design and Review with relevant departments’ current processes that affect customers and ensure that they really contribute to improve significantly their experience.

•Identification of training needs and gaps for frontline staffs, definition of training policies, plans and evaluation

Supervisory/Leadership/Managerial Tasks:

•Direct and manage a team

•Recruit, develop and retain people with outstanding skills, qualifications and potential

•Define the divisional KPAs and KPIs that will be cascaded down to staff and shared with other functional areas within the Opco

•Provide reporting to Senior Manager  Customer Experience and Services  on

•Management of consultancies and other suppliers to ensure delivery against SLAs at preferred pricing

•Excellent communication of projects, progress and requirements across functions to ensure collaborative teamwork.  Ability to communicate effectively and obtain engagement from other department staffs and executives

•Management of consultancies and other suppliers to achieve timely delivery of projects.

Role Complexity/Dependencies:

•Intimate knowledge of best practice as it relates to customer experience, methodologies, and technologies. Solutions and suppliers

•Intimate knowledge of MTN’s existing organization  — people, processes and data

•Ongoing research and knowledge of industry trends and suppliers

•Consensus building, conflict resolution and prevention

•Strong understanding of team dynamics

•Work processes and capacity development initiatives

•Collaborative skills and sensibilities to work across divisions creating value and buy-in to the role and deliverables.

•Planning, organizing and prioritizing of activities

•Management of service/relationships

•Technical Awareness

Minimum Requirements

Education:

•BAC + 4/5 Degree in Statistics, Marketing, Business Administration, or any related commercial field.

Experience:

•Minimum 5 years’ experience in customer experience management or related commercial fields, driving projects and initiatives aim at increasing customer experience and/or achieving business targets.

•Minimum 3 years’ Experience at a supervisory level  or managing teams

•Minimum 3 years’ experience in managing large-scale projects.

•5 years Telecoms experience required as minimum.

Training:

•Business Intelligence

•Products and Services

•Project management

•Communication and Negotiation skills

Competencies

Knowledge:

•Telecoms Knowledge

•Leadership and People Management & Motivation

•Marketing Management

•Communication and Presentation Skills

•Change Management

•Conflict Resolution

•MS OFFICE : Excel , PowerPoint , Word

General working conditions:

•Local and International travel may be required

•Extended working hours

•Pressurized work environment

Suitably qualified candidates interested in this position can submit an application by clicking on the « Apply » button and upload a comprehensive copy of their CV/Resume.