Regional Manager – Physical Touchpoints

About the role

The Regional Manager for Physical Touchpoints leads the development and execution of customer experience strategies across owned and non‑owned service locations. This role ensures consistent delivery of MTN’s CARE service philosophy while driving brand awareness and subscriber acquisition.

Key responsibilities

• Define and implement channel strategies to improve customer experience, grow market awareness and acquire new subscribers.
• Lead talent acquisition, induction, and performance management in line with legislative guidelines.
• Set KPIs, conduct regular performance reviews, and develop training plans for the team.
• Introduce innovations and incentive programs to boost acquisition, retention and revenue growth.
• Manage the transition from a 100% owned model to a balanced owned/non‑owned footprint.
• Track, measure and report on service and sales performance, ensuring cost control and profit maximisation.
• Collaborate with cross‑functional teams to optimise touch‑point performance and uphold financial, fraud and risk policies.

Required profile

• Proven leadership experience managing large, multi‑disciplinary teams.
• Strong communication skills and ability to drive change management.
• Experience in defining roles, responsibilities and performance objectives.
• Ability to work collaboratively with marketing, sales, distribution and other departments.
• Knowledge of HR policies, legislative guidelines and performance review processes.

Required skills