MTN Nigeria -  It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

POSITION : Manager Customer Support (Strategic & Global Accounts)

DESCRIPTION

• Implement strategies for the support and management of MTN Business strategic customers through effective and efficient customer engagement and enhanced key account management strategies (prompt fault management & feedback, churn management, continuous service reviews, SLAs adherence, account receivables and generally provide best in class customer experience)

RESPONSIBILITIES

• Facilitate the provision, execution and management of customer support OPEX and other budgetary provisions
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Developing and implementing Enterprise Solutions Processes that are aligned to achieving all elements on the business score card.
• Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains year-on-year.
• Support the SM, EBU Customer Support ( Relationship Management) in ensuring at least 90% collections on monthly, quarterly and yearly invoices due for payment
• Maintain 5% debt to revenue ratio for all customers within assigned segment.
• Serve the Division’s internal customers and provide solutions to improve the customer experience.
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity
• Drive an increase in MTNN’s Net Promoter Score.
• Drive customer trust via customer connect ( weekly on-site visitation)
• Periodic review of customer service plans to track and manage EBU Run rates
• Manage performance, engagement and motivation of ALL customer support staff in assigned enterprise customer segment
• Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
• Maintain effective working relationships with internal and external suppliers.
• Provide leadership, guidance, support and direction for Customer Support Partners
• Engage major stakeholders in various units/divisions to ensure resolution of ALL customer support related issues
• Implement ALL customer support SLAs, service plans and PPPs for strategic customer segment
• Take overall responsibility for account receivables from customers in segment
• Achieve a minimum of 80% scores in annual Customer Satisfaction Index  survey for enterprise customers
• Implement the Strategic Enterprise Customer Support framework while measuring and monitoring overall team performance with regards to customer satisfaction on all customer touch-points
• Manage/implement churn and retention strategies by proactively managing all churn indicators, identifying and mitigating against such.
• Drive 90% field presence via setting and tracking daily/weekly calls

Education

•  Degree or equivalent in Social or Management Sciences, Humanities etc
• Professional Certifications and/or MBA will serve as added advantage

Experience:

• Minimum 6 years’ experience which includes:
  • Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others.
  • C-level engagement experience
  • People/Stakeholder management
  • Data Interpretation and Reporting
  • Advanced proficiency in the use of Microsoft Excel spreadsheets and Microsoft Word
  • Membership of Professional Customer Service/Relations associations
  • Experience working in a medium to large organization
  • Experience in managing multinational accounts
  • Customer Relationship Management

Job Conditions

• Normal MTNN working conditions.
• Extended work hours which may include weekends.
• Open plan office.
• Occasional travel required