Senior Manager – Prepaid Segment Mass Consumer at MTN

Mission/ Core purpose of the Job:

To drive the effective implementation and oversight of the mass pre-paid segment value propositions and the Go-To-Market (GTM) and experience design strategies, ensuring continuous improvement to the overall combination of services provided to the segment in order to maximize market penetration, growth, and profitability, through an enhanced customer experience.

RESPONSIBILITIES
Key Performance Areas Measures (KPIs for job)
Key Job Responsibilities

Strategy Development and Implementation

Drive the effective implementation of MTN SA’s Pre-paid Segment value propositions and GTM and customer experience design strategy, with emphasis on client experience (internal and external), ensuring maximum market penetration, growth and profitability
Provide direction, structure, business plans and support and ensure these are in line with the overall MTN strategy, divisional goals, and market needs and requirements
Identify required resources, personnel and funding to achieve the divisional goals As per business plan

Governance

Adhoc, operational and tactical meeting
Set up / participate in adhoc and operational meetings
Participate and provide input into tactical meetings
Report at process and functional level

Escalations

Manage and resolve escalations that have impact on critical path of service delivery
Escalate issues that will result in significant time, scope, employee/customer or cost impacts if not resolved
Manage and provide solutions to issues that require formal resolution

Consumer Business Operational

Set up and manage project status meetings
Review and identify key risks, issues, and dependencies and set mitigation actions
Manage budgets
Sign off / make decisions regarding operational changes

Consumer Business Tactical

Keep abreast of global and local best practice and make recommendations on leveraging opportunities to the General Manager, Pre-paid Segment;
Provide input into the review of all projects initiated;
Review key risks, issues, and dependencies and set mitigation actions.
Manage budget

Performance

Review performance of team activities against agreed KPIs and compliance to SLAs, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team
Create and monitor plan for continuous improvement As per business plan

Reporting

Report on a monthly and quarterly basis to management relating to progress made within this sub-division and in accordance with the measurement metrics set by the organisation
Report on an ad hoc basis on specific projects as and when necessary As per business plan

Budgets

Manage the sub-divisional budgets in line with business objectives
Manage project or initiative budgets in line with business objectives
Monitor and control the budgetary needs of the pre-paid and post-paid solutions units As per business plan

Operational Delivery
General:

Manage the strategy execution process for the Pre-paid segment, focusing on the customer value proposition, aligned with the GTM model;
Ensure synergy across the functional area through effective management of inter-functional relations and activities;
Ensure that local business requirements for key Pre-paid Customer Value Management (CVM) are defined, including campaign management and measurement systems;
Manage the implementation of marketing frameworks for the Pre-paid segment and ensure it is increasing brand presence across the customers in this segment; and
Ensure that local Pre-paid customer contact rules are in compliance within the MTN Group;

Value Propositions:

Work inter-functionally to define the MTN SA’s Pre-paid segment value proposition (focused, insights based end-to-end) and collaborate within the function in bringing these value propositions to market;
Review and provide input into the development of value propositions and business cases for up-to-date innovations product portfolios and offer recommendations to the general manager; and
Drive and manage the implementation MTN SA’s Pre-paid segment value propositions, ensuring alignment to MTN SA’s overall Customer Value Proposition and MTN Group strategy.

Go To Market (GTM):

Provide input into and makes recommendations to the General Manager on the development of a viable GTM frameworks (innovation, design, build and refine) targeted at the Pre-paid segment, ensuring alignment with MTN Group GTM strategy and driving a fast response to the market;
Drive continuous improvement across the teams’ ability to leverage data to drive marketing strategy to deliver market and regionally focused experiences;
Ensure periodic review and updates of MTN SA’s Pre-paid segments demographic profile;
Ensure alignment to GTM process, RACI and Governance implementation for MTN SA;
Ensure quality control and maintenance of GTM artefacts (e.g. document and toolkits);
Implement the GTM workflow / management system within the sub-function;
Propose market research areas aimed at acquiring intelligence on the preferences and behavioural patterns of the country’s Pre-paid segment, which needs to be achieved in close collaboration with business intelligence;
Provide input to the product development community for MTN SA and group;
Ensure replication of products from the product development community in MTN SA;

Customer Experience

Analyse MNT SAs Pre-paid customer information and ensure it fits with the models and metrics implemented by MTN Group;
Implement models and metrics at MTN SA – including, but not limited to Net Promoter Score, micro-segmentation, chum, closed loop feedback and must win battles;
Ensure that the blueprint for enablers to customer experience framework are suited to the Pre-paid Segment at MTN SA – including, but not limited to, real time customer management technologies, and network performance;
Benchmark and monitor, in conjunction with Finance and other related departments, the local Pre-paid customer economics (costs to serve) and business cases to ensure optimal return on investment of activities;
Manage local reporting, metrics and Pre-paid segment market insight research modelling to ensure consolidated and consistent views as it relates to the MTN Customer Experience;
Drive NPS/eNPS, CLF roll-out and manage dynamics for the Pre-paid segment;
Participate in the implementation of strategic initiatives locally, drive the roll out and participate in regular third-party audits; and
Understand current business rules and operations relating to Pre-paid customer experience and recommend improvements where necessary.

Collaboration / Coordination through Joint Design Teams

Manage inter-functional relations to ensure synergy across the various sub-divisions;
Liaise with the Brands and Communications division in defining effective channels for communicating approved initiatives aimed at creating awareness in the Pre-paid segment;
Ensure collaboration with other sub-functions and departments to enhance key elements of the consumer business model; and
Ensure the team collaborates with Quality Assurance and Internal Audit teams to perform periodic quality and process audits.

As per business plan
Role Dependencies
MTN Policies and Procedures

Stakeholders Landscape

Internal Stakeholders: Interaction and Relationship
Chief Consumer Officer
Pre-paid segment sub-function
Sales sub-division
Business Intelligence and Planning sub-division
Brand and Communications sub-division
Consumer Operations sub-division
Product Development Board
Demand Management Committee
Pricing Council
Governance Forums
External Stakeholders: Interaction and Relationship
Not Applicable

Discretionary Space (if applicable)

Decision Making Constraints: Not Applicable
Authorities: Approved headcount and budget
As per delegation of authority
Authority to ensure alignment to business / divisional strategies
Balancing cost allocation versus benefits to the business
Budget approval
Expenditure, conformance with budgets as per delegation
Sign off on divisional training plans
Staff recruitment in line with policy
Negative Indicators Not Applicable

QUALIFICATIONS
Job Specifications/ Minimum and Preferred Requirements
Education / Business Degree

Minimum of 4years tertiary qualification
Masters advantageous
Fluent in English

Work Experience

Min 7 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
Manager track record of 5 years or more, with at least 3 years in relevant sector/industry
Experience in leading change / transformation (marketing) at an operational level advantageous
Experience in continuous improvement through the implementation of best practices
Worked across diverse cultures and geographies advantageous

Training

Industry and company required training
Industry / Certifications
Not Applicable
Any other specifications
Attitude of Innovation, inventiveness and thought leadership
MS Office (Word, Excel, and Outlook)
Understanding of marketing processes in telecom industry
Worked across diverse cultures and geographies