Manager, Customer Experience Design & Implementation

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Job Description

MTN Nigeria Communications Limited provides cellular telecommunications services in Nigeria. MTN Nigeria is 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.

MTN Nigeria is recruiting for

Job Title: Manager, Customer Experience Design & Implementation

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
Job Requirements
Minimum years of experience

6

Qualifications
B.Sc /BA /HND
Other Requirements

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:

  • Network Functionality/ Integration
  • Product Development

Minimum Qualification:

  • BSc, BA Or HND

This job is no longer accepting applications.

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About MTN Nigeria
MTN Nigeria is part of the MTN Group, Africa's leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt.MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has b...
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Job Summary
Published
March 14, 2020
Offer Type
Full time
Experience
Minimum of 6years
Location
Lagos
Deadline
March 23, 2020
Specialization
Customer Service /Administration/ Office/ Operations
Industries
ICT / Telecommunications
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