Responsibilities :

Strategy Development and Implementation :

• Lead creation of sub-divisional strategy in line with overarching divisional goals with emphasis on client state-of-the-art experience (internal and external)
• Ensure effective implementation of sub-divisional strategy by means of providing direction, structure, business plans and support
• Create robust strategies to transform the customer experience and service organization while delivering on shareholder value based upon financial, operational, statistical and strategic analysis
• Evaluate current and future business & technology trends across customer service functions to identify potential opportunity for MTN and how MTN can uniquely address developing consumer and enterprise needs from traditional to digital while driving down contact rate and driving up Net Promoter Score
• Maintain business landscape knowledge and analysis of other businesses and industries to provide solid foundational context for critical strategic initiatives, which may include potential alliances and partnerships
• Define strategy, customer need, competitive overview, return on investment, market forecasting, business and functional requirements, technical and platform requirements, business case and strategy roadmaps
• Monitor both direct and indirect competitive forces for insights into developing strategies of competitors in regard to Customer Service & Experience
• Ensure the development and execution of the MTN Cameroon Customer Service 3-5 year plan with immediate focus on Business Transformation, Queue strategy, and Customer Touch Points Rationalization.

Education / Business Degree :

• Minimum of 4 years tertiary qualification in Digital Marketing / Business Administration /Management of Information Systems / Sales Management/e-Commerce
• Master / MBA advantageous
• Fluent in English and French preferable

Training :

• Billing Operations
• eTom Standards & Practices
• Business Process Management
• e-Commerce Management
• Social CRM / Digital Care
• Customer Experience
• Customer Service Management
• Data Driven Decision Management
• FLIGHT Program
• Customer Relationship Management
• Business Risk/fraud
• Contact center
• MIS/System and Data Analytics
• MTN P10 – Closed Loop feedback
• Financial modelling in Excel
• LEAP_ Leading Change
• A.P.E (Performance Mgt)
• Line Manager Effectiveness
• Coaching and Mentoring
• REACH
• COS programs
• Harvard Leading Teams

Work Experience :

• Bachelor's degree in Business Administration, Marketing, or a related field. Master's degree is a plus.
• Proven experience (5-7 years) in customer experience management, customer support, or a related role, preferably in the Telco industry.
• Strong understanding of omni-channel support strategies and technologies.
• Excellent leadership and team management skills.
• Analytical mindset with the ability to leverage data for decision-making and performance monitoring.
• Strong communication and interpersonal skills to collaborate effectively with cross-functional teams.
• Results-oriented and able to drive initiatives to completion within established timelines.
• Up-to-date knowledge of industry trends, best practices, and emerging technologies in customer experience and omni-channel support.

Knowledge :

• Knowledge in Customer Service / Customer Experience Management
• Knowledge in Omni-channel customer care operations
• Knowledge of Total Quality Management.

Skills :

• Strategy Implementers
• Decisive Problem Solver
• Best Practice Value Creator
• Guiding People Manager
• Relationship Builder
• Results Achiever
• Operationally Astute
• Strong/confident verbal and written communicator with effective conflict management skills
• Strong situational leadership skills.