General Manager – Customer Experience Job Placement – MTN Telecom

Organisation: MTN-Uganda
Duty Station: Kampala,
Reports to: Chief Executive
About MTN:
MTN-Uganda is the leading
telecommunications Company in Uganda, providing payphone, fixed lines,
fax/data, internet and mobile services.
Job Summary: The General Manager – Customer Experience will oversee
the voice of the Customer (VOC) into all aspects of the Business to result in a
branded MTN Customer experience and to provide strategic direction by ensuring
overall responsibility of driving Customer Experience through the Contact
Center and Service Centers.
Key Duties and
  • Ensure that the Voice of the Customer is
    included in all customer impacting aspects of the business.
  • Actively facilitate and drive the
    prioritization of Customer experience impacting initiatives across the
    business (including Business cases and IT support).
  • Work closely with key stakeholders, review
    the Must Win Battles (MWBs) on an annual basis and include in the Business
    planning process.
  • Technically support the resolution of
    cross functional Customer experience impacting activities.
  • Manage specific cross function Customer
    experience initiatives (transformational).
  • Ensure that prioritized elements of the
    Customer Journey/Corridor are reflected/ deployed (and monitored) in all
    MTN Customer experience points to support loyalty and business growth.
    (Service Strategy).
  • Manage the MTN Service Centers to drive
    the Customer experience.
  • Actively facilitate the deployment of Customer
    Experience Enablers (People, Technology etc) with clear Strategies and
    Project Management for execution.
  • Actively deploy and monitor the MTN EVP in
    the Customer Experience environment to maximize employee productivity,
    engagement and retention.
  • Proactively develop and implement Change
    management taking cognizance of VOE (Voice of the Employee) and VOC (Voice
    of the Customer).
  • Develop, deploy and maintain operational
    execution dashboards/timely reporting mechanisms and controls to ensure
    lean and effective Customer experience operations.
  • Continuously review key business processes
    to achieve MTN Group and MTN Uganda KPIs.
  • Implement effective Strategies for
    Customer Support to support operational Service strategy.
  • Implement appropriate Strategies for customer
    acquisition, retention and loyalty in line with the MTN Customer
    Segmentation Strategy.
  • Facilitate the delivery of relevant,
    timely and effective learning solutions around products and services that
    support attainment of Business objectives.
  • Continuously review and monitor all
    aspects of the Billing Cycle (post-paid business) to support the overall
    MTN Uganda Management Strategy.
  • Offer mentoring and Coaching to direct
  • Proactively develop and review the
    business processes and underlying policies and procedures to ensure
    effective operations and in-line with the changing needs of the Customer
    Experience division.
  • Build and strengthen working relationships
    and nurture synergies with the supporting Business units, Business Process
    outsourced partners and other key stakeholders.
  • Steer the implementation of the P10
  • Control business risk through the
    institutionalization of internal controls and checks within Customer
    Operations to combat fraud and financial loss.
  • Send monthly Customer Experience and NPS
    performance Reports for review by the CEO.
Qualifications, Skills and
  • The ideal candidate for the MTN General
    Manager – Customer Experience should hold a Master’s Degree in Business
    Administration (MBA) or Social Sciences.
  • Possession of a Bachelor’s Degree in
    Commerce, Business Administration, Marketing or Social Sciences
  • At least five to ten years’ experience in
    an operations environment and Business Management
  • Past exposure and experience in a Telecomm
    environment or Service oriented organization at senior management level
  • Prior experience in managing medium to
    large Telecommunications Service environments is important
  • Excellent knowledge of Telecoms industry
    trends and best practices
  • Working knowledge of competition and market
  • Excellent Knowledge of Telecoms industry
    trends, best practice Customer Service.
  • Operationally astute and good knowledge of
    competition & market dynamics
  • Attained training in Emotional
    Intelligence and Project Management
  • Excellent knowledge of financial analysis
  • Deep knowledge & understanding of
    Contact Center Policies, Systems and Procedures.
  • Possess high levels of integrity.
  • Excellent People management skills and
    good interpersonal skills
  • Excellent Communication skills both oral
    and written.
  • Results oriented and target driven.
  • Culture and change translator/champion
  • Stakeholder influencer
  • Possess good relationship management
  • Possess a good business acumen-
    understanding of the business as a whole
  • Strong logical and analytical skills
  • Good planning and organizational skills
  • Flexibility-the ability to adapt and
    change in the internal culture
  • Good aptitude and adaptable
  • Creative and Customer centric
  • Excellent presentation skills and
    knowledge of MS Powerpoint
NB: Please note that presentation of false academic documents
and certification will lead to criminal prosecution.
How to Apply: 
All suitably qualified and interested candidates should send their Job
Applications  with detailed CVs,
certified copies of academic certificates (originals are to be presented at the
interview) and names and addresses of three referees addressed to the: General
Manager Human Resources, MTN- Uganda, P.O Box 24624, Kampala, Uganda.
Deadline: Monday, 20th July

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