MTN has created the position of group chief commercial officer (GCCO), and has appointed Christian de Faria to address the need for end-to-end customer process management.
The GCCO will provide clear central direction in the key areas of sales and distribution, customer experience, customer analytics, global key account management and segmentation.
MTN group CEO, Sifiso Dabengwa, says the group board has deemed it necessary to establish a CCO position at group level to improve focus on the customer-facing processes.
“The GCCO 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.
"With the introduction of this position, the business will be poised to respond better to the demands related to customer facing areas, and will ensure the effective implementation and embedding of a consistent and standard MTN customer service culture throughout the group from a central point,” says Dabengwa.