Manager - Indirect Channel Online Enterprise Business Unit at MTN

Responsibilities

Key Tasks 

• Ensure all team members are aligned in the online data collection requirement and POPI compliance.
• Develop, implement, track and optimize online marketing campaigns across all digital channels
• Oversee online lead management process and maximised online platforms to generate leads
• Achieve sales & revenue targets annually for the online channel.
• Use analytics and data to support recommendations for more online campaigns.
• Track online conversion rates and recommend improvements
• Measure and report performance of all digital marketing campaigns, and assess against goals (ROI and KPIs)
• Brainstorm new and creative online growth strategies (Innovation)
• Collaborate with internal teams (Commercial) to create online journeys and optimize user experience.
• Instrument conversion points and optimize user funnels
• Implement online marketing tools and strategies and be able to lead integrated digital marketing campaigns from concept to execution.
• Utilize strong analytical ability to evaluate end-to-end online customer experience across multiple channels and customer touch points.
• Prepare accurate reports on our marketing campaign’s overall performance.
• Plans and executes all web, SEO/SEM, database marketing, email, social media, and display advertising campaigns
• Completes digital marketing department operational requirements by scheduling and assigning employees and following up on work results.
• Creating and implementing regular online campaigns. Collect email addresses using a wide variety of means and customer information. These information to be used in email blasts of their online campaigns.
• Develops digital marketing teams by providing information, educational opportunities, and experiential growth opportunities.
• Develop agreed plans for all accounts and utilise these both with the regional sales team, Partners and channels.
• Provide input into overall online Strategy.
• Achieve all online growth targets in line with EBU growth plans
• Actively and strategically targeting new business acquisitions through Online Channel
• Opportunity Management through developing online channel campaigns 
• Provide input into operational and promotional planning which will ensure revenue growth within online channel.
• Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
• Provide input into the fine tuning of processes, systems and support in line with changing work practices.
• Implement Revenue generating initiatives for acquisition and retention for Online Channel

Customer Satisfaction

• Ensure delivery on customer specific strategies across online channel
• Ensure effective delivery for excellent customer experience in online channel
• Oversee the establishment of SLA’s with customers.  Manage the output. and ensure reporting on delivery and sustainability through the SLA Management and SLA reporting functions respectively across online channel.
• Put contingency plans in place to prevent delays and enhance the customer experience for online channel
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Identify trends / patterns pertaining to online customer requests and needs and filter this information through to relevant areas of the business to continually improve all aspects of service delivery 

Reporting 

• Report on results for the area, including the compilation of periodical activity, budget compliance and feedback reports. Report to the business and key stakeholders
• Ensure ongoing communication to critical stakeholders within EBU and with CMO Marketing, Partners, Technology and Network, IS and Finance

Account management

• Resolve escalated issues or escalate as appropriate.
• Increase MTN’s Brand presence continuously by increasing MTN influence within online space.
• Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
• Prepare reports on Partner account performance as required.
• Monitor growth opportunities through competitor activity scanning and feedback to business.
• Recommend ways to exploit new opportunities to grow the business further.
• Provide input into the fine tuning of processes, systems and support in line with changing work practices.

Focus on providing exceptional Customer Experience

• Ensure all escalated customer queries are attended to and resolved within agreed SLA’s.
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
• Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
• Provide advice on the best approach to reach the best results.

Ensuring Appropriate Governance and Quality control Measures

• Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
• Maintain quality standards that will enhance the customer experience and cost efficiency.
• Work consistently according to standard operating procedures.
• Analyse situations and take necessary action to ensure quality is maintained.
• Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.

Project Management

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model 
• Risk management
• Allocate the right customers to the right staff
• Motivate staff through innovative into action.
• Build brand credibility.
• Build future business plans.
• Reckoning innovative solutions to enhance sales.
• Make continuous improvements system, process and procedures level. 
• Identified innovative ways to use minimum resources to achieve maximum outputs.
• Identify and exploit new opportunities to grow new business.
• Proactively seek information on business issues, particularly outside the scope of the area which may impact on the results.
• Implement cost saving activities
• Recommend innovative solutions to enhance MTN performance
• Ensure continuous improvements at system, process and procedure level, in alignment with EBU
• Streamline the channel in accordance to MTN strategy, economic conditions and market pressures in order to optimise revenue
• Network extensively and establish sound relationships with all stakeholders including external service providers
• Proactively encourage and maintain executive relationships
• Utilise business intelligence to identify trends and risks for MTN

Leadership and Direction

• Lead the definition and sizing of target market, customer base and key alliances and partnerships.
• Identify, evaluate and structure key partnerships and alliances to ensure continued financial health and maximum value creation. 
• Build and manage a highly talented solution sales team, focused on driving adoption and market penetration.
• Prepare and provide regular business reviews to channels regarding strategic initiatives and overall sales performance against goals. Highlight successes, challenges, roadblocks and actions.
• Hold direct reports accountable for the achievement of business plans and take corrective actions where necessary to ensure achievement of business objectives.

Business Analysis

• Identify ways to fine tune policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems 
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance 
• Identify and implement innovative ways to use minimum resources to achieve maximum outputsSupervisory / Leadership / Managerial Tasks:  Refers to the responsibilities for directing, guiding, motivating and influencing others.

Supervisory / Leadership / Managerial Tasks: 

• Recruit, develop and retain people with outstanding skills, qualifications and potential
• Define the Team KPAs and KPIs that will be cascaded to each member
• Performance management and identification of training needs
• Drive a culture that embraces and lives the MTN brand values, and ensures compliance across the channel
• Accountable for a customer centric culture and shift to legendary service provision
• Build talent by identifying and developing new leaders for the respective environment
• Employee relations and collaborative teamwork 
• Manage Employment Equity and diversity 
• Coaching and guidance of subordinates
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Integrate various activities of division 
• Manage contributions and expectations of external service providers and stakeholders
• Display insight into leadership style and how it impacts on performance positively and negatively
• Ensure communication and fundamental understanding of strategy elements to all affected teams
• Ensure ongoing liaison with other areas of the business 
• Clarify roles for different levels of managers and operations, matching the level of expertise and results required and agreeing performance standards
• Review staff performance management, evaluating, assessing and tracking performance to ensure that objectives and targets are achieved
• Understand the need to train and develop staff to be able to use resources optimally and enhance performance 
• Build and enforce a customer centric approach 
• Build employee relations and collaborative teamwork 
• Live the MTN Brand – change and influence employees’ behaviour

Education:

• Minimum of 3-year tertiary Education (Sales / Financial /Marketing / Communication) 

Experience:

• Manager track record of 5 years or more managing; with at least 3 years in relevant sector/ industry 
• 3 Years in Retail Channel 
• At least 5 years Sales experience in managing sales team and developing channels (e.g. Sales Manager, consulting) and exposure to national and international trends and strategy.
• At least 5 years of leadership experience in Sales Manager position, in fast moving technology intensive industries
• Business planning experience 
• Worked across diverse cultures and geographies advantageous.
• 3 Years proven experience in building channels and developing channels strategies preferably Retail Channels.