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23 Nov 2024

Permanent Senior Manager – Head of Customer Experience – MTN Careers

MTN – Posted by JobLink24 Johannesburg, Gauteng, South Africa

Job Description

MTN Careers – Engineer – Senior Manager – Head of Customer Experience

Position Overview:
As the Senior Manager – Head of Customer Experience, you will be responsible for leading the customer experience strategy within the Converged Solutions business unit. You will oversee SLA management, service helpdesk operations, and incident & problem management, ensuring that MTN delivers exceptional, customer-centric service that aligns with business objectives. This leadership role requires strategic vision, operational excellence, and a relentless commitment to improving the customer journey.

Key Responsibilities:

  1. Strategic Leadership & Implementation
    • Develop and execute the Customer Experience (CX) strategy, aligning with the Converged Solutions business unit’s objectives to drive customer satisfaction and continuous improvement.
    • Identify critical customer touchpoints and areas for improvement, ensuring a seamless experience across the customer journey.
    • Collaborate with senior leadership and various departments to integrate CX initiatives into broader business goals.
    • Regularly assess and refine the CX strategy to remain competitive and future-focused, incorporating new technologies and customer insights.
    • Set and drive strategic goals for service operations to optimize efficiency, productivity, and operational readiness.
    • Lead change management efforts in line with CX strategy implementation.
  2. Customer Service Operations Delivery Excellence
    • Lead a cross-functional team to deliver outstanding customer service, removing obstacles to achieve business goals and ensure efficient operational systems.
    • Oversee service helpdesk operations, ensuring fast, efficient, and customer-centric support.
    • Develop and manage Service Level Agreements (SLAs) for internal and external targets, ensuring performance standards are met.
    • Lead incident and problem management functions, conducting root cause analysis and implementing corrective actions to prevent future disruptions.
    • Ensure consistent service delivery that meets customer expectations and business objectives.
  3. Continuous Improvement & Innovation
    • Lead initiatives to incorporate new technologies into customer support processes, ensuring alignment with operational goals and enhancing the customer experience.
    • Drive continuous improvement by analyzing customer feedback and implementing changes based on insights.
    • Participate in industry communities and conferences to share knowledge and position MTN as an intellectual property leader in customer experience.
    • Research and integrate best practices and innovations to continually improve service delivery.
  4. Customer Experience and Satisfaction
    • Monitor and analyze customer satisfaction metrics (CSAT, NPS), identifying trends and actionable insights to improve customer loyalty and experience.
    • Develop strategies to address pain points in the customer journey, collaborating with cross-functional teams to resolve issues.
    • Track and report on customer satisfaction initiatives, providing insights to senior leadership.
  5. Cost Control & Budget Management
    • Develop and manage budgets to ensure a return on investment in customer experience initiatives, ensuring alignment with business objectives.
    • Monitor and control costs to optimize resources and maximize efficiency.
  6. Governance, Policies, and Procedures
    • Design and implement policies and procedures that align with MTN’s overall strategy and operational standards.
    • Ensure compliance with company policies, regulations, and industry standards, proactively identifying risks and mitigating issues.
    • Manage escalations and resolve complex service delivery challenges, ensuring minimal impact on customer satisfaction.
  7. People Leadership and Management
    • Set clear goals and KPIs for the team to foster high performance and accountability.
    • Attract, develop, and retain top talent, creating a high-performance culture focused on continuous improvement and customer-centricity.
    • Provide leadership, guidance, and coaching to team members, building a culture of collaboration, professionalism, and excellence.

Qualifications:

  • 3-year degree or 4-year tertiary qualification (Technical/Commercial) or related field.
  • Master’s Degree in Business Administration (MBA) or a Postgraduate qualification in Customer Experience, Service Design, or Technology Adoption (preferred).

Experience:

  • Minimum of 10 years in customer experience management or a similar role in a complex, technology-driven environment.
  • Proven track record in operational readiness, service delivery management, SLA compliance, and customer support.
  • Experience leading incident and problem management functions with a focus on proactive problem-solving and continuous improvement.
  • Experience managing cross-functional teams in a telecommunications or technology environment is highly desirable.

Required Skills:

  • Customer Journey Mapping
  • Customer Relationship Management
  • Incident and Problem Management Systems
  • Project Management
  • SLA Management and Reporting
  • Service Management Tools

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