Job offer : Senior Manager

Cameroon Desks

Education / Business Degree:
  • Minimum of 4 years tertiary qualification in Digital Marketing / Business Administration /Management of Information Systems / Sales Management/e-Commerce
  • Master / MBA advantageous
  • Fluent in English and French preferable
  • Billing Operations
  • eTom Standards & Practices
  • Business Process Management
  • e-Commerce Management
  • Social CRM / Digital Care
  • Customer Experience
  • Customer Service Management
  • Data Driven Decision Management
  • FLIGHT Program
  • Customer Relationship Management
  • Business Risk/fraud
  • Contact center
  • MIS/System and Data Analytics
  • MTN P10 – Closed Loop feedback
  • Financial modelling in Excel
  • LEAP_ Leading Change
  • A.P.E (Performance Mgt)
  • Line Manager Effectiveness
  • Coaching and Mentoring
  • COS programs
  • Harvard Leading Teams

Work Experience:
  • Bachelor's degree in Business Administration, Marketing, or a related field. Master's degree is a plus.
  • Proven experience (5-7 years) in customer experience management, customer support, or a related role, preferably in the Telco industry.
  • Strong understanding of omni-channel support strategies and technologies.
  • Excellent leadership and team management skills.
  • Analytical mindset with the ability to leverage data for decision-making and performance monitoring.
  • Strong communication and interpersonal skills to collaborate effectively with cross-functional teams.
  • Results-oriented and able to drive initiatives to completion within established timelines.
  • Up-to-date knowledge of industry trends, best practices, and emerging technologies in customer experience and omni-channel support.
  • Knowledge in Customer Service / Customer Experience Management
  • Knowledge in Omni-channel customer care operations
  • Knowledge of Total Quality Management
  • Strategy Implementers
  • Decisive Problem Solver
  • Best Practice Value Creator
  • Guiding People Manager
  • Relationship Builder
  • Results Achiever
  • Operationally Astute
  • Strong/confident verbal and written communicator with effective conflict management skills
  • Strong situational leadership skills
Behavioral Qualities:
  • Culture and Change Champion
  • Empower people
  • Improve processes
  • Develop people
  • Market awareness
  • Collaboration
  • Ability to navigate and influence, as well as build relationships across various functional groups (internally and externally)
  • Ability to sell ideas, concepts and programs to internal senior management and customers
  • Strong strategic and financial acumen, with an ability to understand the short and long term implications of company and customer financials is required
  • Ability to produce quality results within tight timeframes and manage multiple projects
  • Ability to plan, direct and coordinate the activities of a complex, diversified customer billing organization.
  • Must be hands on and enjoy working in a highly creative environment

Strategy Development and Implementation
  • Lead creation of sub-divisional strategy in line with overarching divisional goals with emphasis on client state of the art experience (internal and external)
  • Ensure effective implementation of sub-divisional strategy by means of providing direction, structure, business plans and support
  • Create robust strategies to transform the customer experience and service organization while delivering on shareholder value based upon financial, operational, statistical and strategic analysis
  • Evaluate current and future business & technology trends across customer service functions to identify potential opportunity for MTN and how MTN can uniquely address developing consumer and enterprise needs from traditional to digital while driving down contact rate and driving up Net Promoter Score
  • Maintain business landscape knowledge and analysis of other businesses and industries to provide solid foundational context for critical strategic initiatives which may include potential alliances and partnerships
  • Define strategy, customer need, competitive overview, return on investment, market forecasting, business and functional requirements, technical and platform requirements, business case and strategy roadmaps
  • Monitor both direct and indirect competitive forces for insights into developing strategies of competitors in regards to Customer Service & Experience
  • Ensure the development and execution of the MTN Cameroon Customer Service 3-5 year plan with immediate focus on Business Transformation, Queue strategy, and Customer Touch Points Rationalization
Staff Leadership and Management
  • Source, induct, and manage talent in accordance with legislative guidelines
  • Ensure open communication channels with staff and implement change management interventions where necessary
  • Provide definition of roles, responsibilities, individual goals and performance objectives for the team
  • Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
  • Develop and implement a training plan in order to build and develop skills within the team
  • Performance manage resources in accordance with HR policy and legislation where necessary
  • Actively participate in leadership team and develop skills of own team
  • Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance
  • Coach and mentor direct reports; identify staff training and development needs and implement necessary actions.
  • Ensure skill transfer for staff development, motivation and business continuity
  • Ensure the team is led, motivated and rewarded to achieve high performance areas
  • Guide and direct suppliers and third parties in achieving Customer Services objectives.
  • Manage team (including recruitment, on-boarding, attrition)
  • Set goals and objectives for direct reports and monitor progress.
  • Set up an appropriate structure to meet Customer Services objectives.
  • Provide an advisory function on governance and best practices in client experience

Operational Delivery

Key Responsibilities:

  • Omni-channel Strategy Development: Collaborate with the General Manager to define and implement the omni-channel support strategy aligned with the overall customer experience goals and business objectives. Identify opportunities to leverage technology and automation for improved customer interactions.
  • Team Leadership: Manage and lead a team of omni-channel support professionals, providing guidance, coaching, and support. Foster a positive and collaborative work environment, promoting a customer-centric culture and ensuring high levels of employee engagement and performance.
  • Channel Integration and Optimization: Develop and maintain a comprehensive understanding of all customer touchpoints, including phone, email, chat, social media, self-service portals, and other emerging channels. Continuously identify opportunities to integrate channels, streamline processes, and optimize resources to enhance the customer experience.
  • Performance Monitoring and Reporting: Establish key performance indicators (KPIs) and metrics to evaluate the effectiveness of omni-channel support initiatives. Monitor performance against established benchmarks, analyze data, and generate reports to identify trends, areas for improvement, and opportunities for innovation.
  • Cross-functional Collaboration: Collaborate with other departments, such as Marketing, Sales, EBU, FINTECH, and TECH, to ensure alignment and integration of customer experience initiatives across the organization. Work closely with the TECH department to implement and maintain the necessary technology infrastructure and tools for omni-channel support.
  • Customer Insights and Feedback: Utilize customer feedback, surveys, and other sources of customer insights to identify pain points, preferences, and opportunities for improvement. Translate customer insights into actionable strategies and initiatives that drive continuous improvement in the omni-channel support experience.
  • Training and Development: Develop and deliver training programs for customer support teams to ensure they possess the necessary skills and knowledge to deliver exceptional omni-channel support. Stay updated on industry trends, best practices, and emerging technologies related to customer experience and omni-channel support.
Operations Focus
  • Develop and execute the strategic development and implementation of Omni channel Customer Service and digital experiences for non-traditional customer touch points (Dedicated Premium Team, Call Center, Social Media, Self-Services, Web Online Support, Email and other touch points)
  • Maintain alignment with the brand strategy through insight analysis, deep customer understanding, and designing new digital customer service experiences.
  • Integrate Customer Experience target strategies, tactics, and capabilities across different digital service touch points and B2B targets.
  • Lead the ongoing evolution of the customer journey and experience at all digital service touch points.
  • Influence the definition and development of new/existing experiences across all moments of truth along the Customer Service journey.
  • Implement initiatives for improvement across all service touch points of the customer journey for touch points in scope.
  • Accountable for the strategy design and development of MTN Cameroon Premier Customer Services to deliver exceptional customer experience for high value customers in alignment with Premium Segments strategies.
  • Lead the design, review and implementation of the Premium Services delivery model for B2C and B2B, including the multichannel service model, and integrated channel customer experience and supporting customer care processes, to ensure delivery of the business targets.
  • Develop the operational strategy and plan to optimize Premier Customer Services across MTN Cameroon and to drive retention and loyalty from the Company’s High-Value customers.
  • Strengthen Client Relationship Management for all Premium Customers.
  • Monitor operational and financial performance for Premium Care activities against business targets and provide improvement recommendations.
  • Lead service delivery to MTN customers through inbound/outbound calls, on-line inquires administrative functions and written communications.
  • Monitor the performance of managed service partner as per the Service Level Agreement for Call Center operations.
  • Collaborate with total quality team who perform call monitoring, call calibration with a focus on continuous improvement.
  • Maintains and develops operational statistics, financial information and results reporting.
  • Provide technical guidance to EBU/MKT/MFS on the development of outbound call campaign to support business objectives and targets.
  • Support the implementation of MTNC customer experience strategic initiatives within areas of responsibilities in order to drive NPS improvement for touch points in scope.
  • Lead service delivery for customer support through social media channels (Facebook, WhatsApp, twitter, instagram and others…).
  • Collaborate with Marketing and EBU to develop detailed Digital/campaign business requirements for customer education, lead generation, acquisition, and retention programs across all CRM/Digital channels as per business targets.
  • Develop the operational strategy and plan to influence and optimize usage of self-services/assisted-services as well as alternative service channels in order to reduce contact rate at core touch points ( Call Center, Service Center) and optimize costs to serve.
  • Drive business requirements for internal standards related to platforms and software for digital/self-services/social analytics and web/mobile/social development/management.
Place :  Douala

Lire Aussi : >> Avis de recrutement & offre d'emploi : plusieurs postes à pourvoir chez Fayadort S.A

(Augmenter vos chances d’être retenu en créant un CV professionnel. Cliquez ICI pour créer votre CV)

Cliquez ici pour intégrer le groupe Telegram de partage d'offre d'emplois gratuits

NB: Ne donnez pas d'argent pour obtenir un emploi

Cliquez ici pour plus d'offres d'emplois


Enregistrer un commentaire


Vous avez des questions par rapport à cette offre ? Laissez votre préoccupation ici en commentaire.

Enregistrer un commentaire (0)

#buttons=(Ok, Go it!) #days=(20)

Our website uses cookies to enhance your experience. Check Now
Ok, Go it!