SA's second largest cellular network, MTN, has created a new top-level position - group chief commercial officer - to improve its customer focus.
The mobile operator says in a statement it has appointed Christian de Faria to “address the need for end-to-end customer process management”.
De Faria will “provide clear central direction in the key areas of sales and distribution, customer experience, customer analytics global key account management and segmentation,” says MTN.
CEO Sifiso Dabengwa says the board decided it was necessary to create the position at group level to improve focus on its customer-facing processes.
“The position will operate at the group level and provide strategic leadership, direction and support to the CEOs of MTN's operating companies in the areas of sales and distribution, marketing, customer service, and product and services optimisation to address increasing competition, and will be charged with improved cost-effectiveness and increased speed to market,” he explains.
MTN says the appointment will position it to better respond to the demands related to customer-facing areas. It will “ensure the effective implementation and embedding of a consistent and standard MTN customer service culture throughout the group from a central point,” notes Dabengwa.
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