Background information about the job or company (e.g., role context, company overview)

Be the guardian of the 'Yello Experience', ensuring consistent, superior service across all Service Centres and Retail Lite stores in your SBU;

Responsibilities or duties

Own customer satisfaction metrics (NPS, CES, CSAT), implementing feedback loops and initiatives for continuous improvement.

Drive customer acquisition and growth strategies for GSM, MoMo, ADS, and Home connections through all managed channels.

Promote and drive adoption of the My MTN and MoMo apps to enhance customer self-service and engagement.

Oversee daily operations, ensuring strict adherence to SOPs, brand standards, and compliance requirements.

Optimize staffing, scheduling, and workflows to maximize efficiency and service quality.

Monitor key performance indicators, generate insightful reports, and implement corrective actions to exceed targets.

Foster a positive, productive, and "happy" work environment that boosts staff morale and engagement (measured via Sentimeter & GCA).

Actively drive upselling and cross-selling of MTN’s full suite of products and services.

Collaborate with Sales and Marketing teams to execute impactful in-store promotions and campaigns.

Be accountable for the revenue performance of all managed retail touchpoints.

Champion the adoption of digital tools, self-service platforms, and new technologies within your team and for customers.

Train and coach your team on digital customer engagement techniques and support channels.

Track and report on digital adoption metrics to demonstrate progress and identify opportunities.

Lead, mentor, and develop a diverse team of customer-facing professionals.

Conduct regular performance reviews, identify training needs, and implement development plans.

Cultivate a culture of accountability, innovation, teamwork, and exceptional service.

Qualifications or requirements (e.g., education, skills)

Education

A bachelor’s degree in business administration, Marketing, or a related field.

Grade twelve (12) Certificate with 5 credits or better including English and Mathematics.

Experience needed

A minimum of 5 years of hands-on experience in retail management, customer service operations, or a similar frontline leadership role. Experience in the telecommunications sector is a significant advantage.

Proven track record of leading teams to achieve and exceed customer satisfaction, sales, and operational targets.

Strong analytical skills with the ability to translate data into actionable business insights.

• Own customer satisfaction metrics (NPS, CES, CSAT), implementing feedback loops and initiatives for continuous improvement.
• Drive customer acquisition and growth strategies for GSM, MoMo, ADS, and Home connections through all managed channels.
• Promote and drive adoption of the My MTN and MoMo apps to enhance customer self-service and engagement.
• Oversee daily operations, ensuring strict adherence to SOPs, brand standards, and compliance requirements.
• Optimize staffing, scheduling, and workflows to maximize efficiency and service quality.
• Monitor key performance indicators, generate insightful reports, and implement corrective actions to exceed targets.
• Foster a positive, productive, and "happy" work environment that boosts staff morale and engagement (measured via Sentimeter & GCA).
• Actively drive upselling and cross-selling of MTN’s full suite of products and services.
• Collaborate with Sales and Marketing teams to execute impactful in-store promotions and campaigns.
• Be accountable for the revenue performance of all managed retail touchpoints.
• Champion the adoption of digital tools, self-service platforms, and new technologies within your team and for customers.
• Train and coach your team on digital customer engagement techniques and support channels.
• Track and report on digital adoption metrics to demonstrate progress and identify opportunities.
• Lead, mentor, and develop a diverse team of customer-facing professionals.
• Conduct regular performance reviews, identify training needs, and implement development plans.
• Cultivate a culture of accountability, innovation, teamwork, and exceptional service.

• Strong analytical skills
• Ability to translate data into actionable business insights
• Leadership
• Mentoring
• Team development
• Customer service operations
• Retail management
• Upselling
• Cross-selling
• Digital customer engagement

• Bachelor’s degree in business administration, Marketing, or a related field.
• Grade twelve (12) Certificate with 5 credits or better including English and Mathematics.
• Minimum of 5 years of hands-on experience in retail management, customer service operations, or a similar frontline leadership role.
• Experience in the telecommunications sector is a significant advantage.
• Proven track record of leading teams to achieve and exceed customer satisfaction, sales, and operational targets.
• Strong analytical skills with the ability to translate data into actionable business insights.