General Manager – Customer Experience & Services

About the role

The General Manager – Customer Experience & Services will lead MTN Benin’s enterprise‑wide strategy to deliver distinctive, customer‑led experiences across all touchpoints. Reporting to senior leadership, you will shape end‑to‑end journeys, integrate digital and AI innovations, and embed a customer‑centric culture throughout the organisation.

Key responsibilities

• Define and execute the Customer Experience strategy, aligning it with MTN Benin’s overall business objectives.
• Design, optimise and continuously improve end‑to‑end customer journeys across physical, digital, assisted and self‑service channels.
• Lead service‑excellence standards, eliminating pain points and ensuring first‑contact resolution.
• Drive omnichannel integration and the adoption of AI, automation and emerging technologies to enhance personalization and convenience.
• Monitor and improve NPS, CSAT and other customer health indicators, turning service failures into loyalty opportunities.
• Build a customer‑centric culture through training, coaching and leadership engagement.

Required profile

• 8–10 years of experience in customer experience, service design or digital transformation, with at least 5 years in senior management.
• Proven track record of redesigning end‑to‑end journeys and service models in high‑volume, technology‑focused environments.
• Bachelor’s degree in Business, Marketing, Digital Technology or related field; MBA or Master’s preferred.
• Fluency in French and English; local language proficiency is a plus.

Required skills

• AI and automation implementation for customer experience.
• Digital and omnichannel platform integration.
• UX/CX principles, journey mapping, service blueprinting and design thinking.