Manager, Customer Experience Design & Implementation at MTN Nigeria

MTN Nigeria – The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Title: Manager, Customer Experience Design & Implementation

Location: Nigeria

Job Description

Provide project management technical input, to foster collaboration and accountability in the drive to deliver a distinct customer experience that promotes, enhances and sustains long term positive customer patronage and advocacy
Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
Support the identification and resolution of customer issues; achieving milestones; committing and managing appropriate resources; maintaining forward momentum and achieving desired outcomes
Liaise with Senior Management in MTNN to ensure effective integration and cross-functional collaboration across all functions responsible for driving the Customer Experience agenda
Manage overall development and implementation of Customer experience strategy and Review international customer service trends to provide intelligence
Developing approaches to enhance products, services and overall customer experience Development of frameworks and key metrics for defining and analyzing customer relationship and experience with a view of attaining a Net Promoter Score (NPS) of 10
Develop required project management documentation and reporting for EXCOM on progress of Must Win Battle implementation Monitor and track completion rates of the Customer Experience Must-win-Battles and enabling activities
Provide input to the design of relevant initiatives and facilitate development of accountability action plans, establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI)

Job Condition

Normal MTNN working conditions
Extended work hours, may be required

Experience & Training
Experience:

6 – 13 years’ work experience which includes:
- Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others
Experience working in a medium to large organization
Extensive Project management experience with experience in delivering technology-related solutions
Customer service orientation
Experience in Mining Enterprise Data Warehouse management

Training: