MTN Nigeria Appoints Egerton Idehen Chief Broadband Officer

The leading technology company disclosed in a statement that the appointment of Mr Idehen is effective April 2025.

The appointee holds an MBA from Nanyang Technological University, Singapore, and a Postgraduate Certificate in Business Administration from the University of Leicester, UK. He is currently pursuing a Doctorate in Business Administration (DBA) in Spain.

His executive training includes advanced programs at UC Berkeley, Wharton School, and Georgetown University, which have equipped him with cutting-edge insights in leadership, finance, and public policy.

Commenting on the development, the chief executive of MTN Nigeria, Mr Karl Toriola, said, “Our vision at MTN is to always prioritize our customers.

“Egerton has been instrumental in our customer-centric approach to service delivery. He is exceptionally qualified for the role as we aim to expand our fibre penetration in Nigeria, ensuring superior connectivity for our customers.

“I am confident that MTN will benefit immensely from his extensive experience, his proven track record in developing successful strategies, and his ability to drive business growth and create value.”

After joining the firm in 2002, Mr Idehen quickly advanced to Call Centre Manager. He has held various pivotal roles, including Customer Relationship Manager for the High Value Segment, Regional Head and Senior Manager of Customer Care, Senior Manager of Consumer Billing, Credit, and Digital Support, and General Manager of Customer Operations.

Through his foresight and expertise in scaling operational efficiency, Mr Idehen expanded MTN’s service agent workforce from 1,000 to over 10,000 in just two years. This expansion ensured seamless support for over 70 million customers through the pioneering Service Everywhere initiative.

During his tenure as High Value Segment Manager, he increased MTN’s premium customer portfolio by 3 per cent, reduced churn by 5 per cent, and met call centre performance targets with 80 per cent service levels and 90 per cent answer rates, all while keeping agent attrition below 4 per cent.

His innovative approach also led to a 50 per cent improvement in service levels and a 15 per cent reduction in operational costs by strategically outsourcing 1,500 call centre seats and 5,000 agents.

Mr Idehen has been a pioneer in digital transformation within the Customer Relations and Experience function, increasing digital customer interactions from under 5 per cent to 64 per cent and launching Africa’s first fully digital telco retail store.

He also spearheaded the design and launch of MTN’s flagship airport lounge, widely regarded as Nigeria’s finest, significantly enhancing the brand experience for high-value customers and reinforcing MTN’s premium positioning. He has received several accolades, including the Best Team Manager Award and recognition for Customer Service Excellence.