Manager - Retail Operations and Projects at MTN Nigeria

Reports To: General Manager - Customer Operations

Division: Customer Relations and Experience

Mission:

• Responsible for providing highest quality of customer focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.

Description:

• Integrate customer care delivery with initiatives that are in line with current business strategy
• Manage Identified risks within the service area whilst ensuring  adherence to the business’ policy
• Carry out field verifications/ customer surveys to ensure a branded and consistent customer experience 
• Implement customer care initiatives in line with the customer retention and loyalty strategy
• Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets.
• Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaint are promptly attended to and customer informed of status in the resolution process.
• Collect data and information on customer care needs/issues and manage implementation of new systems, procedures and work ethics to improve customer service efficiency.
• Monitor and prepare periodic report on sales and generate periodic reports for management review.
• Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends and ensuring optimum service levels are achieved and maintained.
• Develop procedures to promote establishment and maintenance of meaningful communications between customers and customer care representatives. 
• Establish/maintain lasting relationship between customers and customer care representatives, as well as other key units (Sales, Channel Distribution, Service Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation. 
• Drive an increase in MTNN’s Net Promoter Score 

Education:

• First degree in Social Science or any related field
• An MBA is desirable

Experience:

6 - 13 years’ experience which includes:

• 3 years’ work experience in area of specialization in experience supervising others
• Experience in financial credit risk management
• Experience in credit matrix scoring and assessment 
• Exposure to telecom billing technologies and complementary technologies 
• Experience in managing complex processes and procedures