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    • Senior Manager - Johannesburg - MTN

    MTN
    MTN Johannesburg

    1 month ago

    Default job background
    Description
    Senior Manager - Head of Customer Experience ICT Center of Excellence

    Job Summary:
    The Senior Manager - Head of Customer Experience ICT Center of Excellence will lead and manage the customer experience strategy within the Converged Solutions business unit. This role oversees SLA management, service helpdesk operations, and incident & problem management, ensuring a consistent and superior service delivery aligned with business objectives.

    Key Responsibilities:

    1. Lead the development of the Customer Experience (CX) strategy aligned with the Converged Solutions business unit's objectives, ensuring customer satisfaction, operational excellence, and continuous improvement are key drivers.
    2. Implement the CX strategy by identifying critical touchpoints and areas for improvement across the customer journey, ensuring seamless interaction between customers and the business.
    3. Collaborate with senior leadership and other departments (e.g., operations, sales, marketing, and IT) to integrate customer experience initiatives into broader business goals.
    4. Regularly assess and refine the strategy to accommodate new technologies, evolving customer needs, and business demands, ensuring the strategy remains future-focused and competitive.
    5. Develop and ensure execution of a strategic plan for effective Service Operations. Set strategic goals for operational efficiency and increased productivity.

    Career Growth and Development Opportunities Include:
    - Strategic Leadership & Implementation
    - Customer Service Operations Delivery Excellence
    - Continuous Improvement
    - Customer Experience and Satisfaction
    - Cost Control/ Budget Management
    - Governance, Policies and Procedures
    - People Leadership /Management

    Requirements:
    - 3-year degree equivalent / 4-year tertiary qualification (Technical/ Commercial) or related.
    - Master's Degree in Business Administration (MBA) or Postgraduate qualifications in Customer Experience, Service Design, or Technology Adoption (Preferred).
    - Minimum of 10 years in customer experience management or a similar role, with a demonstrated track record of developing and executing customer experience strategies in a complex, technology-driven environment.

    Salary: R1,500,000 - R2,000,000 per annum.
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