General Manager, Customer Management & Platforms

About the role

Lead the Customer Management & Platforms function within MTN's Customer Relations Division, driving customer centricity, service delivery excellence and digital transformation across all channels.

Key responsibilities

• Integrate and standardise service delivery across channels, embedding the MTN Branded Experience at every touch‑point.
• Manage customer care channels as a competitive advantage, setting service levels aligned with customer value.
• Lead process re‑engineering of customer care, fostering a culture of high commitment and continuous improvement.
• Oversee customer analytics, using insights to boost retention, loyalty and spend.
• Develop and sustain customer‑related activities across Consumer, Enterprise, Home, Digital and FinTech verticals.

Required profile

• A degree in Social Sciences or related field, with a postgraduate qualification in Business or related discipline.
• At least 10 years of relevant experience, including 5 years in a senior managerial role.
• Proven stakeholder management, commercial acumen and leadership of large, cross‑functional teams.

Required skills

• CRM strategy and platform management.
• Process digitisation and automation.
• Project management.
• Proficient use of Microsoft Office (Word, Excel, PowerPoint, Visio).