VACANCY REF. NUMBER – MTN-EBCEX258

CVs SHOULD BE SAVED IN APPLICANT’S NAMES

Position: Controller, Enterprise Customer Experience

Level: Level 2

Function: Enterprise Business

Department: Enterprise Marketing & Portfolio Management

Location: Accra

Reports to: Manager, Enterprise Portfolio Management

Job Summary

Lead in providing superior first- and second-line support to all customers of products and services from the Enterprise Business Division.

Job Context

• Dynamic and highly competitive telecommunication & ICT industry
• Evolving technology era
• Multi regulated environment
• Environmental, social and governance prioritized
• Regionalization structure implication
• Multinational environment – Technology Group best practices
• Continuous Infrastructural expansion
• Performance driven environment
• Diverse cultural environment
• Partnerships

Job Role

• Support the development, review, and enhancement of policies and procedures that promote customer intimacy and ensure a consistently exceptional experience for Enterprise customers.
• Supervising regular engagement and communication with key accounts to ensure satisfaction and alignment with business needs.
• Monitoring and enforcing schedules for customer contact through phone, email, and on-site visits.
• Ensuring customers are informed about new or enhanced products and services.
• Build and maintain high-level relationships with Enterprise customers, ensuring long-term retention and value generation.
• Manage the administration of customer surveys and feedback mechanisms, analyzing data to identify trends, issues, and opportunities for improvement.
• Ensure delivery of a superior multi-channel customer experience, guiding the team to maintain service excellence across all interaction points.
• Oversee complaint and incident management processes, including handling escalations and ensuring prompt, accurate resolution and feedback to customers.
• Monitor and enforce escalation procedures, ensuring that all customer concerns are addressed efficiently and within SLA timelines.
• Work with CVM Lead in the design and implementation of Customer Value Management (CVM) programs, ensuring alignment with enterprise customer needs and business objectives.
• Collaborate with the Sales team to drive upselling and cross-selling initiatives, leveraging customer insights to identify growth opportunities.

Education

• Minimum of a University Degree in Business Studies, Computer Science, Information systems or equivalent.

Experience

• Minimum of 3 years’ relevant experience in a similar role.

Competencies

Professional/Technical Competencies:

• Basic data analytics
• In depth knowledge of the market and industry
• Understanding of technology and services
• Knowledge of standard office practices and procedures
• Strong knowledge in Management of Customers
• Commitment to customer satisfaction and superior service delivery
• Strong working knowledge of PC based internet and software applications (Microsoft Office Access, Outlook, Word, Excel, Power Point).

Must live the MTN Values of

• Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion

Must exhibit the MTN Vital Behaviors of

• Complete Candor, Complete Accountability, Active Collaboration & Get it done.

• Qualified applicants should indicate Vacancy Ref no: MTN-EBCEX258 as the email subject and ensure that CVs are saved in applicants’ names. Applications without the subject and CVs saved in their names will automatically be disqualified.
• Interested and qualified applicants should send their Curriculum Vitae by 29th July 2025 to: [email protected]
• Values are the core of MTN's Culture, our five values called "Live Yéllo" is the force that unites and inspires each of us to make an impact that matters in the world. Tell us: Which of our five Live Yello values resonates most with you and why? (Limit 250 words).
• Only shortlisted applicants will be contacted.