Manager - Emerging Digital Customer Capabilities 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 - Emerging Digital Customer Capabilities

Job Identification: 7497
Location: Ikoyi, Lagos
Job Category: MTN Level 3
Reports To: Senior Manager - Digital Channel Transformation
Division: Customer Relations and Experience 

Description

• Enhance digital and self-service platforms to achieve service level targets and operational efficiency.
• Automate repetitive service tasks to reduce costs and improve response times.
• Use data analytics to drive self-service adoption and identify process improvements.
• Integrate CRM with emerging digital tools for seamless customer support.
• Monitor trends and maintain optimal service levels while addressing emerging customer needs.
• Monitor and improve digital and self-service platforms to enhance efficiency and meet service level targets.
• Deploy tools to track, resolve, and communicate customer complaints, integrating self-service options for faster resolutions.
• Generate periodic sales and service performance reports, highlighting self-service usage and digital support impact.
• Optimize CRM and self-service platforms to maintain high service standards and identify improvement opportunities
• Identifying trends and ensure optimum service levels are achieved and maintained. 
• Build strong cross-functional relationships to promote a customer-focused approach.
• Collect data and information on customer care needs/issues and manage implementation of new systems, procedures and work ethics to improve customer service efficiency. 
• Continuously enhance the user experience on self-service and digital platforms to improve Net Promoter Score (NPS).
• Provide real-time digital support via automated and live channels to address customer issues efficiently (chatbots, App, etc)
• Build customer awareness and trust in self-service tools, improving customer lifetime value.

Education

• First Degree in Social Science or any related field
• An MBA is desirable
• Certifications Like:
  • Digital Transformation Frameworks (Design Thinking, Customer Journey Mapping, or Agile Transformation)
  • AI & Automation for Customer Service: (e.g., chatbot platforms, NLP.
  • UX/UI Design: training on user-centered design principles and UX/UI best practices.
  • CSPO (Certified Scrum Product Owner), PSPO (Professional Scrum Product Owner), or similar.
  • Data Analytics.

Experience:
6 - 13 years’ experience which includes:

• 3 years’ work experience in area of specialisation in experience supervising others
• Telecom or Fintech experience is preferred.
• Experience with Agile development tools such as JIRA, Confluence, Rally
• Proven success in driving ‘customer success’ through self-service tools and digital channel optimization.
• Track record of successfully launching or iterating on customer-facing Self-service, digital products and platforms.
• Strong communicator who can operate at all levels taking complex analysis, interpret and communicate it appropriately to different audiences.
• Experience with change management and working in a matrix environment.

Application Closing Date
7th July, 2026; 10:55 PM.

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