Manager - Postpaid Segment Consumer at MTN

RESPONSIBILITIES

Segment Management

• Drive the effective implementation of MTN SA’s post-paid segment value propositions focussing on post-paid promotions; GTM; customer experience design, ensuring maximum market penetration, growth, and profitability. 
• Understand the relevant market and customer behavioural needs, trends and develop relevant post-paid promotions to meet those needs.
• Manage, monitor, and optimise the customer experience (internal and external) of the segment at all touch points. 

Governance

• Ad-hoc, operational and tactical meeting
• Set up / participate in ad-hoc 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.
• Propose any operational changes to management. 

Consumer Business Tactical

• Keep abreast of global and local best practice and make recommendations on leveraging opportunities to the Senior Manager
• Provide input into the review of all promotions initiated,
• Provide the necessary briefs (pricing, brand, retail, CVM, training, terms, and conditions, etc) within the timelines stipulated per project.
• Review key risks, issues, and dependencies and set mitigation actions.

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.

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.
• Operational Delivery

General:

• Operationally execute the postpaid segment business plan, focusing on the post-paid customer promotions, aligned with the GTM model
• Ensure synergy across the functional areas through effective management of inter-functional relations and activities.
• Ensure that local business requirements for key post-paid Customer Value Management (CVM) are defined, including campaign management and measurement systems.
• Manage the implementation of marketing frameworks for post-paid segments and ensure it is increasing brand presence across the customers in this segment; and
• Manage the segment delivery of the monthly Deal Book – Y’ello Trader ensuring the brief is finalised and communicated within the timelines provided and content is accurately represented.
• Ensure that local post-paid customer contact rules comply within the MTN Group

Value Propositions:

• Work inter-functionally to define the MTN SA’s post-paid segment promotions (focused, insights based end-to-end) and collaborate within the function in bringing these value propositions to market.
• Development of promotional propositions using quantitative and qualitative customer insights; Review and provide input into the business cases for these CVPs.

Go To Market (GTM):

• 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 post-paid segment demographic and psychographic 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 post-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.

QUALIFICATIONS

• Education / Business Degree   Minimum of 3-year degree/diploma qualification
• Master’s advantageous 
• Fluent in English 

Work Experience    

• Min 5 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• Manager track record of 3 years or more, with at least 1 year in relevant sector/industry
• Experience in designing customer value propositions with a focus on promotions and driving the implementation of the GTM at an operational level is advantageous
• Experience in continuous improvement through the implementation of best practices
• Worked across diverse cultures and geographies advantageous