Job Description

Staff Leadership and Management

• Source, induct, and manage talent in accordance with legislative guidelines
• Ensure open communication channels with staff and implement change management interventions where necessary
• Provide definition of roles, responsibilities, individual goals and performance objectives for the team
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
• Develop and implement a training plan in order to build and develop skills within the team
• Performance manage resources in accordance with HR policy and legislation where necessary
• Actively participate in leadership team and develop skills of own team
• Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Groupgovernance

Operational Delivery

• Influence the overall merchandising, marketing and customer experience vision, strategy and goals for physical Touchpoint workforce
• Create an operationally efficient environment that consistently delivers on transformational customer experience in line with MTNC C.A.R.E service philosophy
• Develop and implement channel strategies in order to improve customer experience and customer service, grow market awareness for the brand and acquire new subscribers
• Implement the Customer Service standards throughout the customer journey instore (owned and non-Owned) that maintain productive customer relationships and provide inspiring personalized shopping experience.
• Introduce innovations in the Physical touchpoint Channel that contributes to the acquisition, satisfaction and retention of customers.
• Implement Frontline incentive reward/recognition programs focused on customer acquisition and retention as well as revenue growth.
• Develop new retail avenues for Customer Service touch points (inclusion of service elements in indirect distribution channels – Dealers/Agents/Kiosks/Others)
• Manage the transformation from 100% ownership model towards proper mix of owned vs. Non-Owned Model
• Track, measure and interpret performance data for the physical channel
• Standardize and maintain service and sales performance reports.
• Monitor and optimize efficiencies of store operations, through introducing cost control and profit maximization initiatives.
• Works with cross-functional teams both internally and externally to improve touch point performance.
• Ensure that financial, accounting, fraud & risk management policies and standards are properly executed and maintained across the channel
• Track the inventory movements across regions and manage the processing of mark downs, transfers & consolidations, receiving and POS transactions
• Manage all the in-store operational activities. Develop and Implement operational policies and procedures to achieve organizational consistency and efficiency.
• Ensure that customer management, customer experience policies and standards are maintained and properly executed within service centres
• Identify areas for systems and process improvement at store level and make recommendations for improvement.
• Provide professional guidance in the implementation of necessary changes at Service Center level in order to support business objectives
• Manage the delivery of inbound/outbound communications of key business decisions to the frontline workforce
• Manage the work force to maximize sales, traffic flow, floor coverage and customer engagement
• Monitor Customer interactions and performance metrics and provide/execute improvement plans
• Support Marketing efforts including branding, advertising, event, and development of new programs and sales toolkits ensuring that all owned customer touch points are brand compliant
• Manage the resolution of all customer touch points (owned and non-owned) issues
• Manage the new store opening calendar.
• Establish and maintain a customer service orientation within the Customer Operations teams Coach, Monitor Physical Touchpoint supervisor/coordinator to
• Ensure effectiveness of “one-stop-shop” in the physical TP, by making sure each staff can welcome, educate, assist customers and sell all products and services offered by MTN
• Ensure an NPS score of 9-10 by providing customer feedback to physical TP staff and implement corrective actions
• Ensure that physical TP staff display the right attitude towards customers as per policy and CRM flow.
• Ensure all physical TP staff are fully knowledgeable on Products and Services by:
• Making sure all physical TP staff receive timely and appropriate training on products and services (P&S)
• Monitoring P&S knowledge assessments results and deploying products & services refresher sessions accordingly
• Ensure physical TP staff are properly trained to assist customers in various devices manipulation
• Call back (sms/email) unsatisfied customers to reassure/apologize/provide feedback, daily to ensure a high NPS score
• Handle escalated or sensitive customer issues in a timely and efficient manner
• Provide monthly reconciliation report to Finance (status of physical vs system stock, cash deposits vs bank statement, reconciliation gaps justifications)
• Perform necessary checks/investigations to identify and justify/correct reconciliation gaps
• Ensure all products to be sold are available, well managed and kept safely.
• Ensure SC is secured (effective alarm, full presence of guards, secured safe as per policy, money transfer as per policy and by accredited money transfer services) and report to BRM any non-compliance and/or incident
• Ensure SC functionalities are properly functioning (air conditioning, light bulbs, generators, doors, furniture…) and timely liaise with Facilities unit for resolution
• Ensure overall cleanliness of the physical touchpoint (regular meetings with Cleaning agency, spot checks, customers’ feedback, MPR)
• Monitor the evolution of KPI of physical and implement corrective actions when necessary
• Liaise with marketing to ensure up to date and compliant branding of the Physical Touchpoints
• Make sure that all staff strictly respect Physical touchpoints policies & procedures
• Animate as much as possible the Service Centre/BS/MSC by organizing internal staff challenges, as well as promotions and events for customers
• Ensure daily, weekly, monthly reporting on all activities that are taking place at the Service Centre.
• Manage contracting agreements of Branded Stores and Mobile Service Centre Managerial / Supervisory Responsibilities
• Coach and mentor direct reports; identify staff training and development needs and implement necessary actions.
• Ensure skill transfer for staff development, motivation and business continuity
• Ensure the team is led, motivated and rewarded to achieve high performance areas
• Guide and direct suppliers and third parties in achieving Customer Services objectives
• Manage team (including recruitment, on-boarding, attrition)
• Set goals and objectives for direct reports and monitor progress.
• Set up appropriate structure to meet Customer Services objectives

Provide an advisory function on governance and best practices in client experience

Degree - Minimum of 3 years degree in Business Administration, marketing, communication, sales, Social Sciences or any other relevant field. Master’s advantageous

Work Experience - Minimum of 5 years’ Experience at least 3 years are in Telecommunications, FMCG, Retail, Sales or Banking Industries

Minimum of 2 years in Team Management

Experience in stock management

Experience in a customer-centric environment would be an advantage

Experience in a telecommunications environment would be an advantage

Experience in an ICT environment would be an advantage

Demonstrated experience in Customer Service and Retail Service and Retail Management for both B2C & B2B environments