Manager - Retail Operations and Projects, Customer Relations and Experience at MTN Nigeria

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 position below:

Job Title: Manager - Retail Operations and Projects, Customer Relations and Experience

Job Identification: 6368
Location: Ikoyi, Lagos
Job Schedule: Full-time
Job Category: MTN Level 3
Reports To: General Manager - Customer Operations
Division: Customer Relations and Experience

Mission

• Responsible for providing highest quality of customer focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.

Description

• Integrate customer care delivery with initiatives that are in line with current business strategy
• Manage Identified risks within the service area whilst ensuring  adherence to the business’ policy
• Carry out field verifications/ customer surveys to ensure a branded and consistent customer experience 
• Implement customer care initiatives in line with the customer retention and loyalty strategy
• Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets.
• Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaint are promptly attended to and customer informed of status in the resolution process.
• Collect data and information on customer care needs/issues and manage implementation of new systems, procedures and work ethics to improve customer service efficiency.
• Monitor and prepare periodic report on sales and generate periodic reports for management review.
• Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends and ensuring optimum service levels are achieved and maintained.
• Develop procedures to promote establishment and maintenance of meaningful communications between customers and customer care representatives. 
• Establish/maintain lasting relationship between customers and customer care representatives, as well as other key units (Sales, Channel Distribution, Service Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
• 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 an increase in MTNN’s Net Promoter Score 

Requirements
Education:

• First Degree in Social Science or any related field
• An MBA is desirable

Experience:
6 - 13 years’ experience which includes:

• 3 years’ work experience in area of specialization in experience supervising others
• Experience in financial credit risk management
• Experience in credit matrix scoring and assessment 
• Exposure to telecom billing technologies and complementary technologies 
• Experience in managing complex processes and procedures

Application Closing Date
15th Septemebr, 2025; 10:59 PM.

How to Apply
Interested and qualified candidates should:
Click here to apply online