General Manager: Customer Experience at MTN

Mission/ Core purpose of the Job: 

The GM: Customer Experience Management will report to the Executive: Customer Experience SA at MTN. The position is primarily responsible for the design and implementation of the Customer Experience Design and Management Strategy within the area.

The General Manager will lead the customer analytics & reporting of the customer experience design. Responsible for business planning, setting policies, frameworks, budget management, performance maximization to meet overall strategic objectives

The position will interface with Opco stakeholders, MTN SA stakeholder and consumer divisional heads in order to ensure effective and efficient operations within Customer Experience.

Key Job Responsibilities:

• Customer Experience Design Strategy Execution
• Strategic Meetings
• Escalations
• Consumer Business Operational
• Consumer Business Tactical
• Performance
• Reporting
• Budgets  
• Customer Experience
• Customer Analytics & Reporting

Minimum & Preferred Requirements:

• Bachelor’s degree in Business Degree/Marketing
• Post graduate qualification is preferred (Honors or MBA)

Work Experience:

• 10 – 12 years of relevant work experience
• Experience working in a global/multinational enterprise (understanding emerging markets advantageous)
• Senior management track record of 5 years or more; with at least 3 years in relevant sector/ industry as per relevant role
• Experience in leading change / transformation (Consumer Insight)
• Experience in continuous improvement through the implementation of best practices

Any other specifications:

•  Attitude of Innovation, inventiveness & thought leadership
• Understanding of marketing processes in telecom industry
• Global mindset to service worldwide operations
• Understanding of customer experience strategies and future thinking
• Worked across diverse cultures and geographies

Knowledge:

• Complex structures
• Consumer Insight best practices and trends
• Decision making processes
• Entrepreneurial approaches
• Financial / Numeracy
• Operational management
• Organisational considerations
• Pan Africa multi-cultural organisations
• Project management
• Telecommunications industries