Manager - Emerging Digital Customer Capabilities.Customer Relations and Exp at MTN Group

Lagos, Lagos State, Nigeria -

Full Time

Start Date

Immediate

Expiry Date

27 Sep, 26

Salary

0.0

Posted On

29 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Digital Transformation, Customer Experience Management, Data Analytics, CRM Optimization, Agile Methodology, UX/UI Design, Automation, Stakeholder Management, Change Management, Net Promoter Score (NPS), Self-Service Optimization, Product Ownership

Industry

Telecommunications

Description

Reports To: Senior Manager - Digital Channel Transformation Division: Customer Relations and Experience Mission: > * Responsible for providing the highest quality customer-focused care and > satisfaction using the knowledge of products, systems, and procedures to > make informed decisions and maintain profitable customer relationships. Description: > * Enhance digital and self-service platforms to achieve service level targets > and operational efficiency. > * Automate repetitive service tasks to reduce costs and improve response > times. > * Use data analytics to drive self-service adoption and identify process > improvements. > * Integrate CRM with emerging digital tools for seamless customer support. > * Monitor trends and maintain optimal service levels while addressing > emerging customer needs. > * Monitor and improve digital and self-service platforms to enhance > efficiency and meet service level targets. > * Deploy tools to track, resolve, and communicate customer complaints, > integrating self-service options for faster resolutions. > * Generate periodic sales and service performance reports, highlighting > self-service usage and digital support impact. > * Optimize CRM and self-service platforms to maintain high service standards > and identify improvement opportunities > * Identifying trends and ensure optimum service levels are achieved and > maintained. > * Build strong cross-functional relationships to promote a customer-focused > approach. > * Collect data and information on customer care needs/issues and manage > implementation of new systems, procedures and work ethics to improve > customer service efficiency. > * Continuously enhance the user experience on self-service and digital > platforms to improve Net Promoter Score (NPS). > * Provide real-time digital support via automated and live channels to > address customer issues efficiently (chatbots, App, etc) > * Build customer awareness and trust in self-service tools, improving > customer lifetime value. Education: > * First degree in Social Science or any related field > * An MBA is desirable > * Certifications Like: > * * Digital Transformation Frameworks (Design Thinking, Customer Journey > Mapping, or Agile Transformation) > * AI & Automation for Customer Service: (e.g., chatbot platforms, NLP. > * UX/UI Design: training on user-centered design principles and UX/UI best > practices. > * CSPO (Certified Scrum Product Owner), PSPO (Professional Scrum Product > Owner), or similar. > * Data Analytics. Experience: 6 - 13 years’ experience which includes: > * 3 years’ work experience in area of specialisation in experience > supervising others > * Telecom or Fintech experience is preferred. > * Experience with Agile development tools such as JIRA, Confluence, Rally > * Proven success in driving ‘customer success’ through self-service tools and > digital channel optimization. > * Track record of successfully launching or iterating on customer-facing > Self-service, digital products and platforms. > * Strong communicator who can operate at all levels taking complex analysis, > interpret and communicate it appropriately to different audiences. > * Experience with change management and working in a matrix environment We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization. At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA. As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us! Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals. We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career. Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians? Obsessions: How We Do It The behaviors that keep our culture strong and safe. 1. Light It Up! Always Do This: 🔹 Bring all your heart and all your smarts to us. Never Do This: ❌ Never doubt your value here or let anyone else do it. And never do it to anyone yourself. 2. Raise Your Hand. Speak Your Mind. Always Do This: 🔹 Respectfully but firmly challenge any threat to what we stand for. Never Do This: ❌ Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you. 3. Collaborate. Don’t Isolate. Always Do This: 🔹 Share what you know and respect what others can teach you. Never Do This: ❌ Never think that you are great unless you help make others great too. 4. Things Always Get Better Here. Always Do This: 🔹 Take your own steps forward to improve and strengthen us. Never Do This: ❌ Never believe or cause others to believe that "not now" means "not ever." Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians? Then, join MTN Nigeria! Welcome to our Y’ello Family, where our people are our most critical competitive assets. If you are passionate about working for a brand that believes in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place. Our Employee Value Proposition enables you to: 🟡 Work with meaning 🟡 Connect to develop 🟡 Thrive in positivity 🟡 Grow with purpose Live inspired. It’s a great place to work! Take that bold step and apply today! *Eligible Females and People with Disabilities are encouraged to apply. *MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications. *MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever. For whistle blowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com [MTNN.ForensicServices@mtn.com] By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site (https://www.mtn.ng/career/ [https://www.mtn.ng/career/]).

Responsibilities

Lead the enhancement of digital and self-service platforms to improve operational efficiency and customer satisfaction. Integrate CRM tools and automate repetitive tasks to optimize the overall customer journey and service levels.