Controller: Enterprise Customer Experience - MTN Ghana

• Dynamic and highly competitive telecommunication & ICT industry
• Evolving technology era
• Multi-regulated environment
• Environmental, social and governance prioritised
• Regionalisation structure implications
• Multinational environment – Technology Group best practices
• Continuous Infrastructural expansion
• Performance-driven environment
• Diverse cultural environment
• Partnerships

• Support the development, review, and enhancement of policies and procedures that promote customer intimacy and ensure a consistently exceptional experience for Enterprise customers.
• Supervising regular engagement and communication with key accounts to ensure satisfaction and alignment with business needs.

• Monitoring and enforcing schedules for customer contact through phone, email, and on-site visits.
• Ensuring customers are informed about new or enhanced products and services.
• Build and maintain high-level relationships with Enterprise customers, ensuring long-term retention and value generation.
• Manage the administration of customer surveys and feedback mechanisms, analyzing data to identify trends, issues, and opportunities for improvement.
• Ensure delivery of a superior multi-channel customer experience, guiding the team to maintain service excellence across all interaction points.
• Oversee complaint and incident management processes, including handling escalations and ensuring prompt, accurate resolution and feedback to customers.
• Monitor and enforce escalation procedures, ensuring that all customer concerns are addressed efficiently and within SLA timelines.
• Work with CVM Lead in the design and implementation of Customer Value Management (CVM) programs, ensuring alignment with enterprise customer needs and business objectives.
• Collaborate with the Sales team to drive upselling and cross-selling initiatives, leveraging customer insights to identify growth opportunities.

• Minimum of a University Degree in Business Studies, Computer Science, Information systems or equivalent.

• Minimum of 3 years’ relevant experience in a similar role.

• Basic data analytics
• In-depth knowledge of the market and industry
• Understanding of technology and services
• Knowledge of standard office practices and procedures
• Strong knowledge in the Management of Customers
• Commitment to customer satisfaction and superior service delivery
• Strong working knowledge of PC based internet and software applications (Microsoft Office Access, Outlook, Word, Excel, PowerPoint).

• Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion

• Complete Candour, Complete Accountability, Active Collaboration & Get it done.

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