MTN Nigeria appoints Egerton Idehen as Chief Broadband Officer

MTN Nigeria, a leading telecommunications company, has announced the appointment of Egerton Idehen as its Chief Broadband Officer (CBBO), effective April 2025. This strategic move underscores MTN’s commitment to advancing Nigeria’s digital landscape and enhancing broadband connectivity across the nation, aligning with the Federal Government’s National Broadband Initiative.

Egerton Idehen, a seasoned professional with over two decades of experience at MTN, brings a wealth of experience to his new role. Starting his career with the company in 2002 as a call centre agent, Idehen quickly distinguished himself, rising to call centre manager and later holding key positions such as 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. 

Idehen’s impact on MTN’s operations has been transformative. Notably, he spearheaded the expansion of MTN’s service agent workforce from 1,000 to over 10,000 in just two years, enabling seamless support for the company’s 70 million customers through the innovative Service Everywhere initiative.

As High Value Segment Manager, he achieved a 3% growth in MTN’s premium customer portfolio, reduced churn by 5%, and maintained call centre performance metrics at 80% service levels and 90% answer rates, all while keeping agent attrition below 4%. His strategic foresight also led to a 50% improvement in service levels and a 15% reduction in operational costs by outsourcing 1,500 call centre seats and 5,000 agents.

Dr Karl Toriola, Chief Executive Officer of MTN Nigeria, praised Idehen’s appointment, emphasising his instrumental role in the company’s customer-centric ethos.

“Our vision at MTN is to always prioritise our customers. Egerton has been a cornerstone of our customer-centric approach to service delivery. His extensive experience, proven track record in developing successful strategies, and ability to drive business growth make him exceptionally qualified for this role. As we aim to expand our fibre penetration in Nigeria, ensuring superior connectivity for our customers, I am confident that Egerton’s leadership will propel MTN forward,” Toriola stated.

Egerton Idehen’s academic credentials further bolster his qualifications

Egerton Idehen holds an MBA from Nanyang Technological University in Singapore and a Postgraduate Certificate in Business Administration from the University of Leicester, UK. Currently, he is pursuing a Doctorate in Business Administration (DBA) in Spain. His executive training includes advanced programmes at prestigious institutions such as UC Berkeley, Wharton School, and Georgetown University, equipping him with cutting-edge insights in leadership, finance, and public policy.

A pioneer in digital transformation, Idehen has significantly enhanced MTN’s Customer Relations and Experience function. Under his leadership, digital customer interactions surged from under 5% to 64%, and he launched Africa’s first fully digital telco retail store.

Additionally, Egerton Idehen spearheaded the design and launch of MTN’s flagship airport lounge, widely regarded as Nigeria’s finest, which has elevated the brand experience for high-value customers and reinforced MTN’s premium market positioning. His contributions have earned him numerous accolades, including the Best Team Manager Award and recognition for Customer Service Excellence.

Beyond his professional achievements, Idehen is an avid chess enthusiast and a dedicated community advocate. He actively volunteers with non-governmental organisations such as the Joshua2 Foundation and Brook Besor Foundation, reflecting his commitment to social impact and community development.

MTN Nigeria’s appointment of Idehen comes at a critical juncture as the company intensifies its efforts to drive broadband penetration, particularly following the recent rebranding of its fibre broadband services to FibreX. This initiative aligns with the federal government’s goal of expanding access to high-speed internet across Nigeria, fostering digital inclusion, and supporting economic growth.

As Chief Broadband Officer, Egerton Idehen is poised to leverage his extensive experience and innovative mindset to accelerate MTN’s broadband expansion, enhance service delivery, and solidify the company’s position as a leader in Nigeria’s telecommunications sector. His leadership is expected to play a pivotal role in shaping the future of connectivity in Nigeria, delivering unparalleled value to customers and stakeholders alike.

With Idehen at the helm of its broadband strategy, MTN Nigeria is well-positioned to achieve its ambitious goals, reinforcing its legacy as a trailblazer in the telecommunications industry.