Regional Manager Physical Touch point Grand Center

Manage the development and implementation of strategies (Yello Experience, All in One Touchpoints, etc..) for outstanding Customer Experience & Service at the Company’s physical touch points (Owned and non-Owned) as well as supporting the implementation of Marketing, MMC, EBU and Sales and Distribution and

any other relevant department strategies through MTNC owned customer touchpoints (Service Centers, Airport, Lounges, and others) and non-Owned Touchpoints (Branded Stores, Mobile Service Centre, Shop in shops etc.)

Context

Leadership and Management

Source, induct, and manage talent in accordance with legislative guidelines Ensure open communication channels with staff and implement change management interventions where necessary Provide definition of roles, responsibilities, individual goals and performance objectives for the team Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program Develop and implement a training plan in order to build and develop skills within the team Performance manage resources in accordance with HR policy and legislation where necessary Actively participate in leadership team and develop skills of own team Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance

Operational Delivery

Influence the overall merchandising, marketing and customer experience vision, strategy and goals for physical Touchpoint workforce Create an operationally efficient environment that consistently delivers on transformational customer experience in line with MTNC C.A.R.E service philosophy Develop and implement channel strategies in order to improve customer experience and customer service, grow market awareness for the brand and acquire new subscribers Implement the Customer Service standards throughout the customer journey instore (owned and non-Owned) that maintain productive customer relationships and provide inspiring personalized shopping experience. Introduce innovations in the Physical touchpoint Channel that contributes to the acquisition, satisfaction and retention of customers. Implement Frontline incentive reward/recognition programs focused on customer acquisition and retention as well as revenue growth. Develop new retail avenues for Customer Service touch points (inclusion of service elements in indirect distribution channels – Dealers/Agents/Kiosks/Others) Manage the transformation from 100% ownership model towards proper mix of owned vs. Non-Owned Model Track, measure and interpret performance data for the physical channel Standardize and maintain service and sales performance reports. Monitor and optimize efficiencies of store operations, through introducing cost control and profit maximization initiatives. Works with cross-functional teams both internally and externally to improve touch point performance. Ensure that financial, accounting, fraud & risk management policies and standards are properly executed and maintained across the channel Track the inventory movements across regions and manage the processing of mark downs, transfers & consolidations, receiving and POS transactions Manage all the in-store operational activities. Develop and Implement operational policies and procedures to achieve organizational consistency and efficiency. Ensure that customer management, customer experience policies and standards are maintained and properly executed within service centres Identify areas for systems and process improvement at store level and make recommendations for improvement. Provide professional guidance in the implementation of necessary changes at Service Center level in order to support business objectives Manage the delivery of inbound/outbound communications of key business decisions to the frontline workforce Manage the work force to maximize sales, traffic flow, floor coverage and customer engagement Monitor Customer interactions and performance metrics and provide/execute improvement plans Support Marketing efforts including branding, advertising, event, and development of new programs and sales toolkits ensuring that all owned customer touch points are brand compliant Manage the resolution of all customer touch points (owned and non-owned) issues Manage the new store opening calendar. Establish and maintain a customer service orientation within the Customer Operations teams Coach, Monitor Physical Touchpoint supervisor/coordinator to Ensure effectiveness of “one-stop-shop” in the physical TP, by making sure each staff can welcome, educate, assist customers and sell all products and services offered by MTN

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