Senior Manager: Customer Experience at MTN

Job description

Please note that this role is based in Roodepoort, Johannesburg (Innovation Centre)

Mission/Core purpose of the Job:

The Senior Manager, Customer Experience is part of the Customer Experience Team in the Consumer Business Division at MTN. The position is primarily responsible for implementation of Customer Experience Strategy.

The Senior Manager, Customer Experience will report to the General Manager, Customer Experience. The position will interface with Opco stakeholders, Group Management Service stakeholder and consumer divisional heads (not limited to) in order to ensure effective and efficient operations.

Education/Business Degree:

• Bachelor’s degree in Business Degree/Marketing
• Post-graduate degree an advantage (preferred)

Work Experience:

• 7 - 11 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• 3 - 5 years of experience in a supervisory / managerial role
• Experience in leading change / transformation (marketing) at an operational level advantageous
• Experience in continuous improvement through the implementation of best practices
• Experience in Customer Experience

Key Job Responsibilities

Customer Experience

• Analyse customer information (inclusive of data analytics) and provide expert input into the development new models and metrics – including, but not limited to Net Promoter Score, micro-segmentation, churn, closed loop feedback and must win battles
• Implement new models and metrics – including, but not limited to Net Promoter Score, micro-segmentation, chum, closed loop feedback and must win battles
• Co-create with technology of blueprint for enablers to customer experience framework – 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
• Implement the supplier strategy and management in conjunction with Group Procurement to drive efficiencies and best in class solutions/partners
• Drive NPS/eNPS , CLF roll-out and manage dynamics
• Ensure that the Playbook is updated / developed and manage the Opco engagement (communication, NPS and playbook) and inclusion within the yearly budgeting process
• Participate in the development of strategic initiatives, drive the roll out and participate in regular third party audits

Customer Operations

• Drive Implementation of MTN customer operations strategy for Contact Centres in conjunction with Group Procurement, partners and relevant OPCOs to e achieve the planned outcomes. (GFA targets)
• Ensure that Governance meetings with relevant partners & OPCOS are held to ensure alignment of performance to planned/expected results,
• Lead the delivery of continuous improvement and quality in the execution of the process.
• Deliver Performance, Insight and Operational reporting on a monthly, quarterly and ad-hoc basis for Senior management and decision making.
• Collaborate with stakeholders across functional departments, OPCO Work groups, for identification, optimisation (inclusive of data analytics), to drive effective and efficient operations.
• Engage / collaborate with OPCOs proactively on related customer operations matters to provide guidance, development of strategic initiatives, optimisation, impact analysis and roll out.