General Manager – Customer Relations – Cameroon

 

General Manager – Customer Relations

The incumbent has to:

  • Develop and ensure implementation of the customer-centricity strategy for the organization and clearly establish the milestones in order to achieve the strategic objectives
  • Oversee the definition of the customer experience along all moments of truth (buying; activation; utilization etc.) in order to define and set the customer service standards across all segments
  • Establish an implementation plan ensuring consistency of customer engagement across the various customer touch points in terms of the physical; emotional and brand experience
  • Ensure that the customer strategy is aligned to the business priorities and objectives in order to ensure cross functional consistency 
  • Ensure the competitiveness of MTN in the market place through effective delivery of high quality customer services
  • Facilitate the development of management process with an emphasis on customer services
  • Identify all priority areas delaying service excellence and ensure that solutions are effectively implemented in order to address these
  • Define; establish and maintain the customer loyalty metrics for the organization
  • Oversee customer data management and customer intelligence – thereby creating a culture of customer information excellence
  • Define call centre and service centre operational parameters and ensure that they meet set targets and standards
  • Manage the synergy between the business needs and technology development
  • Ensure goals for productivity; quality; turnaround time and customer service are all met
  • Develop; review and implement policies and procedures where necessary in order to develop a continuous improvement philosophy
  • Establish and ensure that appropriate control systems required for the effective operations of the division are in place
  • Prepare; monitor and control the annual departmental budget to ensure expenditure is in line with the business plan.

 

JOB REQUIREMENTS

 

Education & language skills:

  • Master’s degree as minimum
  • A relevant professional certification would be an advantage
  • Strong IT background interest and skills
  • Strong command of both French and English languages with excellent communication skills.

 

Previous Experience:

  • 10 years’ work experience with minimum 6 years in Customer service environment (preferably in telecommunications) in a large organization where facing or dealing regularly with customers, and 4 years in a senior management role.

 

Knowledge:

  • Brand management
  • Business consulting
  • Business development
  • Business performance management
  • Business risk management
  • Performance management
  • Contract management
  • Corporate or commercial law
  • Credit management capabilities
  • Excellent knowledge of customer behavior
  • Marketing skills
  • Policy design and implementation
  • Stakeholder relations management
  • Telecommunications business savvy

 

Personal/Leadership Competencies:

  • Self-Starter with Ability to inspire and motivate
  • Effective interpersonal and communication skills
  • Excellent coordination skills
  • Leadership and people management qualities
  • Strategic thinking with ability to deploy end-to end;
  • Managerial competencies (planning; organizing; motivating and control)
  • Problem solving
  • Ability to lobby and influence ethically in line with universally accepted standards
  • Ability to work cross-disciplinary in all spheres of society; balancing and integrating stakeholder needs without compromising on budget and on time delivery
  • Conflict resolution
  • Project management skills
  • Interpersonal; facilitation; negotiation and mediation skills

 

Behavioral Qualities:

  • Ethical
  • Adherence to company Values & Vital behaviors: Complete candor, complete accountability, get it done, active collaboration
  • Highly Results-oriented

Company