Manager: Consumer Digital Transformation at MTN

The Manager Digital Transformation will be responsible for the following:

Strategy Development and Implementation

• Work with the SM: Digital transformation to support the creation of sub-divisional strategy related to Digital Transformation (consumer focussed) in line with overarching divisional goals (and overarching Group Digital Transformation programme) with emphasis on client experience (internal and external)
• Ensure effective implementation of sub-divisional strategy by:

1. providing clear guidance, direction and support to necessary digital transformation stakeholders across operating companies and Group functions
2. developing and managing programmes and associated ideal structures to drive expeditious and high-quality implementation of digital transformation initiatives, development of business plans, execution milestones (quantitative and qualitative) and key performance indicators to determine the maturity and progress of digital transformation efforts

• Continuous collaboration to drive Digital Transformation across systems, process and culture
• Monitoring and evaluation of efforts for discussion and presentation at senior executive leadership level
• Thought leadership: Bring new ideas and thought leadership to the table, in parallel the day-to-day activities.
• Support in driving customer experience transformation using technology within the Group in line with overarching divisional goals. This relates to the digital transformation of both sales and customer service, with a focus on improving customer experience, and operational metrics based on digital transformation efficient. Examples of such programmes include execution of Chatbots servicing initiatives, news sales channel establishment such as integrating sales opportunities with social media partners etc.
• Development and implementation and business value realisation of the Customer Experience Management (CEM), Omnichannel and chatbots and virtual assistance technologies and related project management.
• Technology roadmap drafted together with group technology to support consumer initiatives.
• Business driven customer centric solution by overseeing the rollout of technologies that will help improve the customer experience of the network and brand, the transformation of the contact centre into a digital interaction centre, the transformation of customer experiences through mobility and the use of analytics.
• Supports projects that incorporate a proactive and innovative solution to addressing business challenges and achieving organizational goals and objectives.
• Integrates how the big picture of the initiatives comes together from definition through implementation on implications across the business
• Supports initiative teams with skills in process excellence, project management, facilitation, problem-solving, accelerating transformation and value creation to drive toward required outcomes. Surfaces capacity, pacing, resourcing issues and any other red flag issues needing leadership attention.
• Ensure active stakeholder engagement and communications. Ensures timelines are adhered to for initiatives by keeping executives aware of any red flags concerning the timing or integration process
• Provide a governance structure to projects. The role ensures accountability and enables the predictability of the outcomes of each transformation initiative.
• Work collaboratively across all parts of MTN Group teams.
• Build and sustain commitment to long-term goals across multiple teams and drive people advocacy trust, confidence, and integrity to inspire enthusiasm for achieving success.
• Analyzing business requirements, assessing the impact of technical innovations, and ensuring said requirements are put in place in association with relevant stakeholders.
• Drawing up technology roadmap concerning business requirements, and providing technical capabilities are up to the task of supporting business initiatives.
• Support the S&D, GVP, CVM and Customer Experience function concerning new enhancements in existing technology and tools.

Key Performance Indicators include the following:

• Digital Platforms: Platform pilot and rollout, Engagement rate, improvement in operational service metrics and improvement in digital channel sales metrics
• Customer adoption on the platform.
• Customer sales on the platform.
• Customer experience management:
• Platform implementation and adoption
• Customer NPS
• Churn reduction

Job Requirements

Education

• Bachelor’s Degree in Engineering/IT or related field
• English, French, and Arabic (as advantage)

Experience:

• Experience with digital transformation programmes (strategy and execution)
• Experience in telecommunications industry is beneficial
• 3 – 5 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• 1 – 2 years of experience in a supervisory / managerial role
• 3+ years of experience in ecommerce and online and digital channels
• 3+ years in a customer experience management role
• Experience working closely with senior leadership
• Experience in leading change / transformation (marketing) at an operational level advantageous
• Relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• Design thinking training (advantageous)
• Demonstrated experience leading cross-functional teams and initiatives in a large corporation
• Advanced understanding current technology trends and consumer behaviour
• Strong analytical skills with an ability to translate data into action
• Experience working in an Agile / Scrum methodology

Competencies:

• Business Acumen, Problem Solving, Information processing
• Data interpretation, Judgement, Continuous improvement, Reporting
• Get it done, Communication, Innovative, Agile, Accountable
• Change management
• Complex structures
• Decision making processes
• Information processing
• Project management
• Relationship management
• Risk management
• Stakeholder management
• Telecommunications industry
• Ability to present complex information to a variety of audiences
• Familiarity with traditional and modern training methods, tools, and techniques
• Ability to conduct cost-benefit analysis and calculate training ROI