Head - eCommerce Commercial Operations SA at MTN

Key Activities & Responsibilities 

Strategic Leadership & Implementation

• Develop, drive and implement an integrated Online Commerce strategy aligned to MTN SA’s mission and vision and to CX strategy and objectives. Work with senior leadership within and across Channels to assess, develop, propose and implement strategies and plans to achieve optimal operational performance and sales productivity
• Develop and ensure execution of a strategic plan for Operations. Set strategic goals for operational efficiency and increased productivity
• Integrate and drive synergies on business streams and fostering alignment to and governance requirements among the different sub divisions.
• Based on Group Standards and guidelines, provide inputs into the operation matrices within the business to achieve optimal performance.
• To align operational needs of Online Channels to external economic and commercial environment for sustainability
• Provide input into and implement a digital marketing strategy that aligns with business goals
• Drive effective change management where necessary supporting strategy implementation

Channel Operations Delivery Excellence

• Lead a cross-functional team to deliver on back-end support with regards to Online operations. This includes partner/ agent onboarding. They will collaborate with Sales Journey role to ensure consistent end to end customer experience Provide oversight and leadership to ensure day-to-day operational systems and processes enable the channel to reach set goals, progress, removing obstacles of key initiatives
• Lead a cross-functional team to deliver on front-end support with regards to operations. This includes sales journeys from awareness of ecommerce offerings to lead generation and sales
• Define the standards and set targets for performance across the Channels area and identify the parameters for measurement of performance. This includes online platform and operations KPIs
• Lead partner negotiations and contracts, budgeting, purchasing, and put efficient workflows in place to maximize the channel’s productivity and performance
• Maximize efficiency and productivity through the process analysis and inter-functional collaboration. Mobilise resources, and develop processes and systems to ensure delivery of targets
• Oversee the consolidated business performance reporting for Online Commerce and platforms. Co-ordinate and Quality review of business performance reporting
• Act on significant deviations from defined performance metrics
• Prepare and participate in key governance forums and committees
• Plan and facilitate weekly, monthly, and quarterly internal and external meetings to manage the relationship with and performance of channels
• Develop and integrate new means with established systems / practices and terminate those which no longer support the strategy and mission
• Oversee and evaluate current operational processes and performance, recommending solutions for improvement where necessary
• Through team, ensure ongoing partner relationship management. This includes management active management of inquiries
• In collaboration with team, play integral role in maintaining standard for customer experience across area of responsibility. This includes the ongoing development and execution of trade communication and customer-facing communication from Channel and Segments i.e New launches, updates, etc
• Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment
• Liaise with CPA, Marketing and Training to ensure provision of effective training, sales journey augmentation and materials

Cost Control/ Budget Management

• Forecast, plan, develop and review budgets that provide MTN with return on investment for Online Commerce and seek approval thereof
• Develop and manage the budget in line with business objectives and collaborate closely with finance business partners  and executives in the process
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets. Work with project managers in the development of financial and budgetary plans
• Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy stemming from the business drivers. Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios
• Negotiate agreements and contracts, to incorporate different commissions, forecasting etc
• Ensure that all MTN company financial targets are met
• Ensure Parter, Vendor & IT costs are effectively managed

Governance, Policies and Procedures

• Design policies that align with overall strategy
• Implement efficient processes and standards within area of responsibility
• Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity
• Responsible for a predictive risk view (financial and sales) from an MTN perspective 
• Check, analyse and understand  regulatory and technological environments and shifts which impact the business, continuously. Includes pre-empting the impact thereof on retail channels, as well as identifying different opinions and making recommendations to relevant and affected parties
• Ensure that processes and programmes are in place to prevent and mitigate fraud and organised crime so as to achieve measurable results for channel growth and fraud reduction and risk mitigation

Continuous Improvement

• Lead a team to ensure the optimization and ongoing evolution of stores –integration of Channel frameworks, processes, systems. Ensure integrated solutioning and collaboration across other business units in order to ensure synergy,  meet KPIs and ensure continuous alignment of functional and inter-functional activities. For example, work across the Experience Hub Channel and other Consumer functions to establish the channel needs and opportunities. Collaborate with MTN Branding and Sales to provide a business framework, application innovations, and warehouse opportunities to assess new channel opportunities
• Build commercial scenarios and business cases to ensure continuous improvement of MTN dealer/ partner network performance
• Assess, develop, propose and implement new models and structures for delivering required results and service experience 
• Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery
• Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own teams

People Leadership /Management

• Set integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation
• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
• Create and implement personal development plans
• Define the KPAs and KPIs that will be cascaded down to each area
• Manage Performance and identify training needs. Coach and guide subordinates
• Enable and model healthy employee relations and collaborative teamwork
• Manage diversity, develop, and embed an Employment Equity plan for the business area
• Contribute to building a culture  of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Act as an ambassador for the team by living the values and vital behaviours and changing and influencing employees’  behaviour

QUALIFICATIONS

Education 

• Bachelors degree in Business/ Commerce (or equivalent) in business administration or related field
• A post graduate Business qualification recommended

Experience 

• Minimum of 5-7 years at senior sales level in telecoms or FMCG environment
• Technology, Mobile Communications/Telephone industry experience
• 5 years people management experience
• Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management
• Proven ability to plan and manage operational processes for maximum efficiency and productivity
• Possess extensive knowledge of eCommerce and related platforms, Digital Product Management, Agile Delivery, User Experience or other relevant fields
• Strong working knowledge of industry regulations and legal guidelines