Senior Manager Customer Experience and Operations at MTN

Mission/ Core purpose of the Job
The Senior Manager Customer Experience & Operations will focus on Customer Experience (CEX) strategy and programmes impacting consumer customers of MTN Group. The role resides within the Group Consumer Business Division at MTN and focuses on developing strategy and practical, programmatic solutions to deliver on MTN Groups leading customer experience ambition. As part of the Group Consumer Business Division, a commercial mindset around leading customer is required.
The Senior Manager CEX & Operations will report to the General Manager: Customer Experience & Digital Transformation. The position will interface with Opco stakeholders, Group Management Services stakeholders, Consumer divisional heads, external partners in order to drive CEX ambition for the Group

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
The Senior Manager CEX & Operations will be responsible for the following Key Performance Areas:

Strategy Development and Implementation

• Lead creation of sub-divisional strategy related to CEX (consumer focussed) in line with overarching divisional goals
• Ensure effective implementation of sub-divisional strategy by:
• provide clear guidance, direction and support to necessary CEX stakeholders across operating companies and Group functions
• Develop and manage programmes and associated ideal structures to drive expeditious and high-quality implementation of CEX initiatives,
• Develop business plans, execution milestones (quantitative and qualitative) and key performance indicators to determine the maturity and progress of CEX transformation efforts continuous collaboration to drive CEX across systems, process and culture
• Monitor and evaluate efforts for discussion and presentation at senior executive leadership level
• Thought leadership: Bring new ideas and thought leadership to the table, in parallel the day-to-day activities.
• Consumer Customer Experience
• Develop and champion strategies and initiatives to drive leading customer experience across the Group, to ultimately develop customer loyalty and a differentiated customer experience
• Development, refinement and championing adoption of customer experience programmes, such as adoption of Voice of the Customer (VOC) tools, KYC Programmes, development of new/improved customer journeys, building a groupwide CEX community and operating model, contact center transformation programmes etc.
• Strongly interface with the Digital Transformation teams to ensure digital channels champion customer experience requirements
• Analyse customer information and provide expert input into the development of new models and metrics – including, but not limited to advancement of customer Net Promoter Score, micro-segmentation, churn, closed loop feedback and must win battles
• Co-creation of the blueprint for enablers to customer experience framework with Group Technology– including, but not limited to call centre technologies, real time customer management technologies, and network performance
• Benchmark and monitor, in conjunction with Finance and other related departments, the customer economics (costs to serve) and business cases per segment to ensure optimal return on investment of activities
• Manage reporting, metrics and market insight research modelling to ensure consolidated and consistent views as it relates to the MTN Customer Experience
• Drive leading NPS/eNPS ,
• Ensure that the customer experience playbooks are updated to support execution of CEX initiatives
• Participate in determining the CEX KPIs for Operating Companies (target setting) as well as measurement and assessment of operating company achievements based on sound auditable evidence
• Supporting third party audits of customer experience initiatives/outcomes where required
• Analyse business requirements/ change needs, drive the business and technical impact assessments; Support the communication and delivery of requirements with relevant stakeholders
• Support the sales & distribution function in relation to new digital sales channels
• Manage supplier / vendor agreements to ensure business support and contribution
• Innovation and best practice management
• Setup regional Digital Transformation Innovation hub structures to identify and drive innovation across all the Opcos
• Create the necessary mechanisms to ensure efficient sharing of learnings directly from the Opcos in a manner that allows easy adoption of demonstrated best practice

Collaboration / Coordination

• Ensure teams collaborate with Quality Assurance and Internal Audit teams to perform periodic quality and process audits.
• Collaborate with other functional heads to enhance key elements of the Consumer business model.
• Collaborate with Group Management Services/Group Technology and Opco leaders to add and / or modify suite of services/support provided and develop standard templates and reports;
• Manage enterprise-wide projects and initiatives

Job Requirements (Education, Experience and Competencies)
Education:

• Minimum 4-year degree in business/marketing/engineering
• Post-graduate degree would be advantageous

Experience:

• 7 – 10 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• 3 – 5 years’ experience in a managerial level role
• Experience in CEX related projects and initiatives focus on consumer
• Experience in leading change / transformation at an operational level advantageous. Ideally this should include ideation through to successful implementation and monitoring
• Experience in continuous improvement through the implementation of best practices
• Experience with managing cross-functional, senior stakeholders
• Demonstrated problem solving experience across telco / different sectors (e.g. management consulting, CEX advisory) advantageous
• Understanding of Customer Experience as pertaining to consumer businesses