Applications are invited from suitable and qualified candidates for the position of Retail Operations and Projects Manager at MTN Nigeria.
About MTN Nigeria
MTN Nigeria Communications PLC offers wireless telecommunication services, including roaming, Internet, bills payment, device financing, and SIM registration. Serving customers in Nigeria, MTN Nigeria is focused on “Leading digital solutions for Africa’s progress” as its Ambition 2025. This ambition aims at accelerated growth and faster deleveraging, positioning MTN for greater relevance by 2025. MTN has established strong core operations with the largest fixed and mobile network in Africa, a large registered customer base, extensive registration and distribution networks, and a formidable brand presence in its markets.
Summary
- Company: MTN Nigeria
- Job Title: Manager – Retail Operations and Projects. Customer Relations and Experience
- Job Type: Full Time
- Qualification: BA/BSc/HND/MSC
- Locations: Ikoyi, Lagos, South West Region, Nigeria
- Reports To: General Manager – Customer Operations
- Division: Customer Relations and Experience
Job Title: Manager – Retail Operations and Projects. Customer Relations and Experience
Mission:
- Responsible for providing highest quality of customer focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.
Description:
- Integrate customer care delivery with initiatives that are in line with current business strategy
- Manage Identified risks within the service area whilst ensuring adherence to the business’ policy
- Carry out field verifications/ customer surveys to ensure a branded and consistent customer experience
- Implement customer care initiatives in line with the customer retention and loyalty strategy
- Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets.
- Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaint are promptly attended to and customer informed of status in the resolution process.
- Collect data and information on customer care needs/issues and manage implementation of new systems, procedures and work ethics to improve customer service efficiency.
- Monitor and prepare periodic report on sales and generate periodic reports for management review.
- Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends and ensuring optimum service levels are achieved and maintained.
- Develop procedures to promote establishment and maintenance of meaningful communications between customers and customer care representatives.
- Establish/maintain lasting relationship between customers and customer care representatives, as well as other key units (Sales, Channel Distribution, Service Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
- Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
- Drive an increase in MTNN’s Net Promoter Score
See Also:
Requirements for the Position of Retail Operations and Projects Manager at MTN Nigeria
Education:
- First degree in Social Science or any related field
- An MBA is desirable
Experience:
- 6 – 13 years’ experience which includes:
- 3 years’ work experience in area of specialization in experience supervising others
- Experience in financial credit risk management
- Experience in credit matrix scoring and assessment
- Exposure to telecom billing technologies and complementary technologies
- Experience in managing complex processes and procedures
Deadline
15th September, 2025
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