About this role
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: (E.g. shift work, driver license, specific tools, special clothing, environmental requirements, etc.)
- 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.