General Manager - Customer Strategy Management and Insights. at MTN Nigeria

Reports To: Chief Customer Relations Officer

Division: Customer Relations 

Mission:

• Responsible for overseeing the formulation of the Customer Management strategy, charter, insights and customer management transformation roadmap across all segments to maximize NPS, retention, trust/reputation and value.
• Lead the development of customer-centric strategies by understanding customer needs and leveraging data and insights to enhance customer experience and business performance.
• Lead the development and execution of strategic initiatives to optimize customer value and drive long-term growth for MTN Nigeria.

Description:

• Oversee the development and management of MTNN customer segments and ensure the implementation of operational customer experience based on customer touch points.
• Develop a customer charter and strategies, champion a customer-centric culture across the organization, and develop or reform relationships with MTNN’s internal and external customers to transform MTNN’s revenue.
• Develop a comprehensive customer strategy aligning with MTN Nigeria's overall business goals and craft the roadmap for customer experience, intelligence, and digital transformation, ensuring long-term customer satisfaction and loyalty.
• Design and oversee metrics and KPIs to measure customer experience effectiveness across all customer touchpoints.
• Manage overall quality assurance within the assigned business area and work with other business units and project managers to ensure core processes and deliverables are effective in delivering strategic objectives.
• Plan and develop a framework and strategies for delivering information and analytics solutions to key stakeholders and leading the design and oversight of business intelligence and reporting tools.
• Recommend, plan, coordinate, and execute A/B testing, focus groups, and CLF for MTNN.
• Champion innovation and explore the use of emerging technologies (e.g., AI, automation, chatbots) to enhance customer support and personalization.
• Spearhead the digital transformation of customer service operations, leveraging technology to streamline processes, increase efficiency, and offer self-service options.
• Build a robust customer intelligence framework for collecting, analyzing, and interpreting customer data and insights from multiple sources (e.g., transactions, interactions, and social media).
• Translate data-driven insights into actionable recommendations to improve service delivery, enhance product offerings, and drive targeted marketing initiatives.
• Assess needs as they relate to information reporting, analysis, and distribution needs within the organization and resource requirements for the department; propose a budget for business planning and operations.
• Lead digital transformation program design and delivery, including change management and adoption.
• Provide thought leadership and advice to identify or create distinct competitive advantages for the organization through strategic use of insights.
• Attract and retain top talent within the Customer Strategy, Management and Insight team.
• Provide strategic direction, coaching, and mentorship to direct reports (Senior Managers).
• Coach and mentor the team to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities, and leverage career development programs for staff.
• Facilitate and develop (in consultation with HR) an Employee Management System for customer care operations.

Education:

• A first degree in Data/Computer Science, Engineering, Economics or Marketing is strongly preferred. A related discipline will be considered.
• MBA is strongly preferred.
• Fluent in English
• Professional qualifications from a recognized CR body and/or in areas related to the role will be a plus.
  • Certified Customer Experience Professional
  • Business Transformation Management/Change Management Certification
  • Data Science/Analytics Certification, Google Analytics, etc.
  • Certifications in digital strategy

Experience:

A minimum of 12 years of working experience, which includes:

• 10+ years of progressive experience in customer strategy, customer experience, analytics, or digital transformation roles, with a significant focus in the telecommunications industry.
• A minimum of 5 years in a senior leadership position, successfully managing teams and delivering complex projects.
• Experience working in a global or multinational enterprise (understanding emerging markets is advantageous)
• Work experience across diverse cultures and geographies.
• Experienced in Business Planning, Research and Development, and Project Management