General Manager, Customer Management & Platforms

Division: Customer Relations Division

Department: Customer Management & Platforms

Location: Greater Accra

Position: General Manager, Customer Management & Platforms (VACANCY REF. NUMBER –

MTN-CR-ADTRACK004-26)

Level: MTN Level 4

Reports to: Chief Customer Experience Officer

Job summary

Oversee customer centricity and implementation of best practices in Customer Experience management and service delivery across various platforms in the company to achieve business objectives.

Context:

Evolving Digital Telecommunication business and business models.

Multiregulated environment.

Increasing demand for digital experiences and data-driven decisions to keep up with customers.

A shift from share of market to share of life.

Evolving business models and partnership management.

Brand Reputation

Increasing traditional and non-traditional competitors complimented by growing price wars.

Key Tasks:

Integrate and standardize service delivery across different channels and promote customer centricity and implement the MTN Branded Experience at all touch points.

Manage customer care channels to become a competitive advantage for the business and align service levels to customers’ value.

Identify and work with service champions to continuously raise the service standards, entrench segmentation principle in the fabric of service delivery and review customer feedback and implement recommended actions.

Develop strategies and tactics to perform the process reengineering of customer care across the whole organization to ensure high levels of customer commitment. Define parameters and liaise with stakeholders to implement set targets and standards and create and sustain exciting customer- related activities in the business.

Develop a strong team culture and utilize necessary resources to ensure world class standards are achieved across the various verticals; Consumer, Enterprise, Home, Digital and Fintech.

Ensure that the goals of productivity, quality, turnaround time and customer service are all met across the various channels through the development and review of appropriate policies and procedures.

Oversee the effectiveness of customer analytics in the CM environment and analyse, exploit and provide customer related information to achieve business objectives focusing on customer experience management to gain sustainable advantage.

Identify opportunities for increased customer retention and maintenance of customer loyalty and increased spend.

Consistently measure customer loyalty metrics for the organisation and work with stakeholders to address problematic areas.

Actively promote the vision and values of the organisation particularly in the areas of Customer Management. Cascade the vision, direction and values down to all levels of staff and liaise with CE&P to facilitate GAP analysis and implement relevant actions.

Ensure all frontline activities are performed timely and enhance Data and ICT in the customer relations space in line with business focus.

Prepare mechanisms for analysing issues and deploying continuous improvement of the division’s strategies and goals. Implement Data care centre.

Manage the complexities of the interaction between the multitude of technologies and services and see to it that CM and CRMI components are identified and plans put in place to achieve them.

Perform any other related function that may be assigned due to change evolving business needs.

Education:

A Degree in the Social Sciences or a related field of study

A Post Graduate qualification in Business or a related field of study

Experience:

10 years’ relevant experience with at least 5 years in a senior managerial role.

Knowledge / Technical Competencies

Stakeholder management

CRM strategy and platform management

Business and commercial acumen

Digital customer transformation initiatives

Process digitization and automation

Customer channel migration strategies

Project Management

Analytical Thinking

Problem solving skills

Results oriented

Leadership and People Management Skills

Team Building Skills

Communication Skills

Customer focus

Quality Focus

Excellent Interpersonal relations

Performance excellence

Attention to Detail

Organizational skills

Proficient working knowledge of Microsoft Office (Word/Excel/Power Point/Visio)

General working conditions

Anywhere/Anytime work/ Ability to manager self/Personal accountability.

How to Apply

Qualified Applicants should indicate Ref number:

MTN-CR-ADTRACK004-26

as the email subject and ensure that CVs are saved in their names.

Values are the core of MTN's Culture, our five values called "Live Yéllo" is the force that unites and inspires each of us to make an impact that matters in the world. Tell us: Which of our five Live Yello values resonates most with you and why? (Limit 250 words).

Qualified Applicants should send their Curriculum Vitae and write up by

23rd October 2026

to: MTNGhanaRecruitment@mtn.com

Only shortlisted applicants will be contacted

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