MTN Nigeria – The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. 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.
We are recruiting to fill the vacant position below:
Job Title: Senior Manager, CEX Design and Program Management
Location: Lagos
Job Description
- Drive Customer Experience design & Experience Prototyping across all touchpoints and digital portals.
- Keep track of CE initiatives, follow progress, measure impact as well as implement and drive complex and cross functional CE projects (managing resources and people) to deliver the required improvements.
- Support the Shareholder return strategy by developing and implementing Customer Experience Divisional strategies and processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
- Participate in the review of Business Processes (headcount, process optimization etc), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
- Support MTNN CEX Head in the overall development and implementation of Customer experience strategy
- Ensure improvement in MTN’s overall, Low, medium & high value segment Net Promoter Score (NPS)
- Lead the review, reporting, optimization and industrialization of High Volume Journeys.
- Lead the PMO for all CE improvement initiatives
- Manage myMTN App & other Customer portals for the delivery of Download, Usage, and Successful transaction targets
- Project manage cross-area CE initiatives
- Provide input for setting operational targets to other functions derived from the CE targets (Service / Touchpoint target setting & tracking)
- Participate in the design of the overall Customer experience strategy for MTNN
- Align CEX strategy with Overall Company strategy and the organization’s Brand attribute.
- Provide CEX support to the Product Development and Innovation team in Marketing ad EB to ensure an excellent customer journey is central to the development of new product URS before development and launch
- Lead Customer Experience Prototyping and co-creation with Customers.
- Regularly monitor the implementation of the objectives in the strategic plan, and monitor the results.
- Translates the strategic direction and business objectives into holistic Customer Experience strategies and actions
- Manage stakeholders within and outside both MTN Nigeria and external Vendors.
- Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
- Coach and mentor the team members to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities and leverage human resources career development programs for staff career development.
- Identify, evaluate and track the development needs and performance of the team, providing opportunities for staff to build on the company’s investment in their training and improve productivity
Job Condition:
- Normal MTNN working conditions
- May be required to work extended hours
Experience & Training
Education:
- Fluent in English
- A first degree in any analytical degree is desirable
Experience:
- 9-17 years’ work experience which includes:
- Extensive experience in telecoms industry
- Experience in Customer Experience design & management.
- Project management experience will be required. A project management certification will be an advantage.
- Management experience in marketing mix, strategy development and implementation
- Experience working in a global/multinational enterprise (understanding emerging markets advantageous)
- Worked across diverse cultures and geographies
- Proven track record in developing and measuring successful customer focused initiatives
Training:
- Marketing Management and Decision Taking courses
- Leadership development programs
Minimum Qualification
- BA, BEd, BSc, BTech or HND
Job Title: Senior Manager, CEX Transformation
Location: Lagos
Job Description
- Ensure that MTN maximizes business value from the Customer Experience Management (CEM) Solution.
- Drive Customer centric Process transformation required for achieving MTN’s Strategic objectives. In addition, is part of the senior management team that is responsible for driving MTNN’s agenda on Customer Centricity.
- Support the Shareholder return strategy by developing and implementing Customer Experience Divisional strategies and processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
- Participate in the review of Business Processes (headcount, process optimization etc), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
- CEM Transformation Lead with focus on driving the governance and operations to deliver the SLAs in conjunction with internal stakeholders (NWG/MKTG/S&D/CuS) and Nokia
- Support MTNN CEX Head in the overall development and implementation of Customer experience strategy.
- Develop strategies to continuously drive Customer centric culture & enterprise-wide Top of mind awareness on Customer experience
- Managing the delivery of all CEM Use Cases with Use Case Owners & driving Business value realization to show the financial impact of the CEM platform
- Ensure the optimization of all processes and procedures to achieve MTN N strategic objectives
- Establish correlation between business performance (Recharge trend, revenue, Churn etc.)
- Manage CE agenda & CE Forum by setting company-wide priorities in terms of Customer Experience.
- Manage the engagement of employees about their experience with Customers and their role in delivering Customer experience
- Ensure improvement in MTN’s overall, Low, medium & high value segment Net Promoter Score (NPS)
- Lead Customer Life Time Value (CLTV) Modelling for predictive value from CEM. Drive CEI & NPS Correlation.
- Ensure alignment with Customer experience strategy as a criterion for evaluating project funding & prioritization decision.
- Develop strategies to champion Customer Experience Culture transformation across the business
- Coordinating the development of new Use Cases with revenue/cost saving /efficiency targets across all internal (NWG/S&D/MKTG/EB/CuS/IT) and external stakeholders
- Manage stakeholders within and outside both MTN Nigeria and external Vendors. Ensure the understanding of CEX strategy by all employees; drive internal CEX culture
- Driving CEM Insight, Analytics, Reporting and follow through on its continuous application across functions viz: NWG/RGMs/S&D/Mktg/EB/CuS
- Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
- Coach and mentor the team members to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities and leverage human resources career development programs for staff career development.
- Identify, evaluate and track the development needs and performance of the team, providing opportunities for staff to build on the company’s investment in their training and improve productivity.
Job Condition:
- Normal MTNN working conditions
- May be required to work extended hours
Experience & Training
Education:
- Fluent in English
- A first degree in any analytical degree is desirable
Experience:
- 9-17 years’ work experience which includes:
- Extensive experience in telecoms industry preferably with a mix of both technical and commercial experience.
- Management experience in change management, marketing mix, strategy development and implementation.
- Experience working in a global/multinational enterprise (understanding emerging markets advantageous)
- Worked across diverse cultures and geographies
- Proven track record in developing and measuring successful customer focused initiatives
- In-depth experience on marketing surveys, research oriented
- In-depth technical awareness on customer interactions and demographics
Training:
- Marketing Management and Decision Taking courses
- Leadership development programs
Minimum Qualification
- BA, BArch, BEd, BSc or HND
Job Title: Manager, Transmission Core and Backhaul
Location: Nigeria
Job Description
- Manage the implementation of all projects to support transmission on network core and backhaul capacity
- Support the shareholder returns strategy by developing and implementing network group processes that are aligned to achieving all elements on the business score card.
- Minimise divisional OPEX, achieve savings on budget without compromising value or quality
- Drive prompt capitalization of projects
- Track and monitor project budget and ensure spending remains within limit as well as minimize inventory
- Drive improvement in MTN NPS score consistently
- Drive network expansion initiatives to ensure subscribers’s growth (net additions) and good data throughput
- Partner MTNN leadership to drive awareness on expected behaviours and impact of non-compliance company results and reputation.
- Identify and eliminate bottleneck in projects
- Manage change process and communicate progress of the projects to relevant project stakeholder
- Maintain effective working relationship with internal and external suppliers
- Develop and maintain a detailed project schedule and provide project support for all projects
- Evaluate project requirements and coordinate resources according to project plan
- Track and document project changes.
- Ensure tx backhaul is delivered for services planned for the month
- Oversee and coordinate all technical activities of all oems and ensure all transaction and administrative documentation is recorded and available for business use
- Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
- Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s vb and values.
- Coach and train team members to ensure understanding of the objectives and gaols of the department, awareness of set targets/requirements and regularly review teams training needs
- Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules
Job Condition
- Normal MTNN working conditions
- May be required to work extended hours.
Requirements, Experience & Training
Education:
- First degree in Electrical Engineering or related field from a reputable institution.
Experience:
- 6-13 years work experience comprising
- Experience in telecoms environment
- Experience in mobile transmission network installation
- At least 2 years in a supervisory/ management position.
Training:
- Advanced project management
- Time and self management
- Basic RBS installation and commissioning courses
- Project management
- Transmission media technologies
- Network operations
- Network commissioning
- Contract management and negotiation
- CNT training
- Stakeholder relations management
- DWDM training
- Service level agreement management
- Telecommunication and mobile network standards and specifications
- Service monitoring and control.
Minimum Qualification
- BEng, BSc, BTech or HND.
How To Apply
Interested and qualified candidates should:
Click here to apply
Application Deadline 19th June, 2019.
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