Christian de Faria has been appointed to the newly created position of group chief commercial officer at MTN to address what the telecommunications operator calls the need for “end-to-end customer process management”.
Until now, De Faria has been the group’s senior vice-president for commercial services and innovation.
MTN Group CEO Sifiso Dabengwa says the board decided to establish the new position to improve focus on the customer-facing processes.
“The chief commercial officer will operate at 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 & services optimisation to address increasing competition, and will be charged with improved cost effectiveness and increased speed to market,” Dabengwa says in a statement.
“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. — Staff reporter, TechCentral