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