The key responsibilities for this role include but not limited to the following:

• Customer Experience (CEX) strategy and programs impacting consumer customers of MTN Zambia;
• SIM Reg and KYC operations for MTN customers and ensuring regulatory guidelines are adhered to;
• Drive MTN’s Digital Transformation strategy in relation to customer experience and service delivery;
• Liaise with relevant stakeholders in the Opco to ensure effective integration and cross functional collaboration across all functions responsible for driving Customer Experience;
• Monitor and track Customer Experience must-win-battles and planned activities;
• Proactive and reactive identification & resolution of customer issues;
• Develop and champion strategies and initiatives to drive leading customer experience, to ultimately develop customer loyalty and a differentiated customer experience;
• Manage Digital Channels and drives customer adoption and usage;
• Analysis of Opco customer information– including, but not limited to Net Promoter Score, micro-segmentation, churn, closed loop feedback, must win battles;
• Co-creation with technology of blueprint for enablers to customer experience framework – including, but not limited to call center technologies, real time customer management technologies, network performance, etc;
• Benchmarking and monitoring, in conjunction with Finance and other related departments the customer economics (costs to serve) and business cases per segment to ensure optimal return on investment of activities;
• Input into reporting, metrics and market insight research modeling to ensure consolidated and consistent views as it relates to the MTN Customer Experience;
• Supplier strategy and management in conjunction with Group Procurement to drive efficiencies and best in class solutions/partners ;
• Ensure CEX is on the Executive Agenda and has a high “share of voice” within the organization.

Candidate Requirements

• Grade 12 certificate with 5 credits or better of which English and Mathematics are a must;
• Degree in Business Administration, Statistics, Marketing, or any related field. Master’s degree will be an added advantage;
• 8 years working experience in customer experience strategy and/or related commercial fields Experience in a similar management position, in dynamic and fast-moving industries 3- 5 years people management experience. Women are strongly encouraged to apply.

Hand delivered applications will not be accepted and closing date for accepting applications is 20/09/2023.Note: that only shortlisted candidates will be contacted.