Manager - In-store Processes and Projects, Client Relations and Expertise at MTN Nigeria in Ikoyi, Lagos

Purpose

In charge of offering highest quality of client attentive care and fulfillment using the expertise in goods, operational structures, and standardized processes to make informed decisions and preserve lucrative client connections.

Explanation

• Combine client care dispatch with programs that are in line with ongoing corporate plan
• Oversee Recognized risks inside the service zone whilst making sure  compliance to the business’ regulatory framework
• Carry out site verifications/ client surveys to guarantee a branded and regular customer experience 
• Execute client care programs in line with the client loyalty and commitment plan
• Track and track client solutions and client care processes and ensure action is taken to enhance and realize performance threshold targets.
• Deploy resources and standardized processes to capture and track client service issues and points of advancement and ensure grievance are promptly participated to and client informed of status in the solution process.
• Collect data and information on client care needs/concerns and oversee execution of new operational structures, standardized processes and work ethics to enhance client support effectiveness.
• Track and organize periodic documentation on sales and produce periodic documentation for management evaluate.
• Evaluate client engagement management (CRM) processes, making sure business targets are accomplished, recognizing practices and making sure most effective performance thresholds are accomplished and preserved.
• Formulate standardized processes to advance establishment and servicing & maintenance of meaningful communications between clients and client care delegates. 
• Establish/preserve lasting connection between clients and client care delegates, in addition to other key units (Sales, Channel Allocation, Service Centers, Call Center) to preserve a service-oriented mindset toward initiatives that enhance client lifetime value.
• Long-term alliances with MTNN executive guidance team to lead consciousness on anticipated actions and effect on violation on bottom line outcomes and organisation image/reputation. 
• Lead an grow in MTNN’s Net Advocate Score 

Qualifications Education:

First Academic qualification in Community-related Science or any relevant field An Master of business administration is preferred