Customer Experience Manager

We at MTN Zambia are a purpose and value-led organization.

At MTN Zambia we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us! Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Job Title: Customer Experience Manager

This function is responsible for providing project management technical input, to foster collaboration and accountability in the drive to deliver a distinct customer experience that promotes, enhances and sustains long term positive customer patronage and advocacy.

Under the supervision of the Senior Manager Customer Experience, below are the Key Job Responsibilities.

• Liaise with relevant stakeholders in the Opco to ensure effective integration and cross-functional collaboration across all functions responsible for driving Customer Experience;
• Support provision of technical project management input to ensure that the CEX requirements are managed in a professional and concise way, aligned to best practice recommendations;
• Develop required project management documentation and reporting;
• Provide input into to the development of frameworks and key metrics for defining and analyzing customer relationship and experience with a view of attaining a Net Promoter Score (NPS) of 10;
• Monitor and track completion rates of the Customer Experience Must-win-Battles and enabling activities;
• Support the identification and resolution of customer issues; achieving milestones; committing and managing appropriate resources; maintaining forward momentum and achieving desired outcomes;
• Provide input to the design of relevant initiatives and facilitate development of accountability action plans;
• Provide input to the development and implementation of frameworks for identifying and cascading international and local best practices on embedding customer experience;
• Support process of implementing research exercises and provide periodic reports on customer intelligence, insights and performance on the delivery of customer experience objectives;
• End to end identification, implementation, optimization and management of HVJs;
• Proactive and reactive identification & resolution of customer issues;
• Develop and champion strategies and initiatives to drive leading customer experience, to ultimately develop customer loyalty and a differentiated customer experience;
• Any other responsibilities or tasks as maybe assigned by management.

Candidate Requirements

• Grade 12 certificate with 5 credits or better of which English and Mathematics are a must;
• Degree in Business Administration, Statistics, Marketing, or any related field;
• Five (5) years’ experience of working experience in a Project Management role and experience in a supervisory role;
• Extensive Project management experience with experience in delivering technology-related solutions;
• Customer service orientation.

Candidates are mandated to answer the below on their cover page to the hiring Manager.

Values are the core of MTN Zambia’s culture. Our five values called ‘Live Y’ello’ is the force that unites and inspires each one of us to make an impact that matters in the world. So, tell us: Which one of our five Live Y’ello Values resonates most with you and why? (limit 250 words)

Lead with Care

Can-do with Integrity

Collaborate with Agility

Serve with Respect

Act with Inclusion