Description de l'offre
Détails de l'annonce Poste proposé : Senior Manager - Customer Omni Channels OperationsResponsibilities : Strategy Development and Implementation : Lead creation of sub-divisional strategy in line with overarching divisional goals with emphasis on client state-of-the-art experience (internal and external) Ensure effective implementation of sub-divisional strategy by means of providing direction, structure, business plans and support Create robust strategies to transform the customer experience and service organization while delivering on shareholder value based upon financial, operational, statistical and strategic analysis Evaluate current and future business & technology trends across customer service functions to identify potential opportunity for MTN and how MTN can uniquely address developing consumer and enterprise needs from traditional to digital while driving down contact rate and driving up Net Promoter Score Maintain business landscape knowledge and analysis of other businesses and industries to provide solid foundational context for critical strategic initiatives, which may include potential alliances and partnerships Define strategy, customer need, competitive overview, return on investment, market forecasting, business and functional requirements, technical and platform requirements, business case and strategy roadmaps Monitor both direct and indirect competitive forces for insights into developing strategies of competitors in regard to Customer Service & Experience Ensure the development and execution of the MTN Cameroon Customer Service 3-5 year plan with immediate focus on Business Transformation, Queue strategy, and Customer Touch Points Rationalization. Profil recherché pour le poste : Senior Manager - Customer Omni Channels Operations Education / Business Degree : Minimum of 4 years tertiary qualification in Digital Marketing / Business Administration /Management of Information Systems / Sales Management/e-Commerce Master / MBA advantageous Fluent in English and French preferable Training : Billing Operations eTom Standards & Practices Business Process Management e-Commerce Management Social CRM / Digital Care Customer Experience Customer Service Management Data Driven Decision Management FLIGHT Program Customer Relationship …