General Manager - Customer Experience And Services.Customer Experience

MTN Benin is a purpose and values-led organisation committed to creating an inclusive, empowering, and rewarding workplace where people are heard, supported, and enabled to do meaningful work.

Our values guide how we work, lead, and partner with employees, customers, and stakeholders. They reflect our commitment to trust, shared goals, innovation, productivity, and a purpose bigger than ourselves.

The General Manager: Customer Experience & Services is responsible for shaping and leading MTN Benin’s enterprise-wide customer experience strategy, ensuring the delivery of distinctive, customer-led experiences across all interactions, journeys, and service channels.

The role serves as the enterprise custodian of customer experience, translating customer insights, behaviours, and expectations into seamless end-to-end journeys that strengthen customer satisfaction, loyalty, and advocacy. Through human-centred design, service excellence, digital innovation, and data-driven decision-making.

This role extends beyond traditional customer service by integrating customer experience, customer success, service operations, digital transformation, and AI-enabled innovation to position MTN Benin as a customer brand of choice and a benchmark for service excellence in the market.

General working conditions:

• Normal MTN Benin working conditions; may be required to work extended hours when necessary.
• Anywhere/anytime work, where required.

Education & Experience

• Bachelor’s degree in business, Commerce, Marketing, Customer Experience, Hospitality Management, Digital Technology, or any related field.
• MBA or Master’s degree in any related field.
• Professional certifications in Service Design, Design Thinking, Customer Success, Digital Transformation, or a related field would be an added advantage.
• 8–10 years of relevant experience in customer experience, service excellence, customer success, digital transformation, commercial transformation, or complex service environments, including at least 5 years at senior management level.
• Proven experience redesigning end-to-end customer journeys, service models, or high-impact operating processes across physical, digital, assisted, and self-service channels.
• Experience in high-volume, customer-led environments such as technology, fintech, banking, hospitality, luxury, retail, aviation, e-commerce, digital platforms or others service-intensive sectors.
• Working knowledge of UX/CX principles, journey mapping, service blueprinting, design thinking, iterative testing, and AI-enabled CX use cases such as personalisation, predictive care, and intelligent routing.

Skills

• Ability to design and optimise end-to-end customer journeys that deliver exceptional customer experiences.
• Strong customer experience, service design, and human-centred problem-solving capabilities
• Strong analytical skills with the ability to translate customer insights and data into actionable business improvements
• Ability to leverage digital technologies, omnichannel platforms, automation, and AI to enhance customer experiences.
• Strong commercial acumen with the ability to balance customer needs and business objectives
• Proven ability to influence stakeholders and lead cross-functional transformation initiatives
• Excellent leadership, communication, coaching, relationship and management skills

Behavioural Qualities

• Customer-obsessed and human-centred, with a passion for delivering exceptional experiences.
• Leads with integrity, sound judgement, and the courage to challenge constructively.
• Demonstrates resilience and adaptability in complex and fast-changing environments.
• Holds self and others accountable for execution and measurable outcomes.
• Fosters collaboration, inclusivity, and a culture of innovation and continuous learning.
• Fluency in French and English is required; proficiency in local languages is an advantage.

1. Customer Experience Strategy & Leadership

• Define and execute MTN Benin’s Customer Experience Strategy, ensuring alignment with the Company’s strategic objectives and ambition to become a customer brand of choice.
• Serve as the enterprise custodian of customer experience, embedding customer-centric thinking into business strategy, decision-making, products, services, processes, and operations.
• Establish governance frameworks, standards, and performance measures to drive consistent delivery of customer experience excellence across all touchpoints.

2. Customer Journey Design & Service Excellence

• Own and continuously optimise end-to-end customer journeys across customer segments, products, channels, and interactions.
• Lead the design and implementation of service standards that differentiate MTN Benin in the market and create number 1 customer experiences.
• Identify and eliminate customer pain points, process inefficiencies, and service friction across physical, digital, assisted, and self-service channels.
• Ensure seamless intuitive and personalised customer experiences, regardless of channel or touchpoint.

3. Customer Success, Loyalty & Advocacy

• Leverage customer insights, analytics, and market trends to drive customer success, strengthen loyalty and advocacy, improve retention, and enhance customer lifetime value.
• Drive improvements in NPS, Customer Satisfaction (CSAT), and other customer health indicators.
• Ensure effective customer service resolution mechanisms that convert service failures into opportunities to strengthen customer relationships.

4. Omnichannel & Digital Experience

• In partnership with Technology, Digital, Commercial, and MoMo teams, lead the evolution of MTN Benin's omnichannel experience, ensuring customers can move seamlessly across digital, physical, and assisted channels.
• Drive the integration of AI, automation, and emerging technologies to improve responsiveness, personalization, and customer convenience.
• Ensure customer-facing platforms are designed around ease of use, and customer needs.