Manager - Prepaid Segment Mass Consumer at MTN

Responsibilities
Key Performance Areas    

Measures (KPIs for job)
Key Job Responsibilities    

• Segment Management
• Drive the effective implementation of MTN SA’s Mass segment value propositions focussing on Pre-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 Pre-paid promotions to meet those needs.
• Manage, monitor and optimise the customer experience (internal and external) of the segment at all touch points     As per business plan

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    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

Operational Delivery
General:

• Operationally execute the Mass segment business plan, focusing on the Pre-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 Mass Customer Value Management (CVM) are defined, including campaign management and measurement systems;
• Manage the implementation of marketing frameworks for the Mass segment 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 Masscustomer contact rules are in compliance within the MTN Group;

Value Propositions:

• Work inter-functionally to define the MTN SA’s Mass 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.
• Drive and manage the implementation MTN SA‘s Mass segment customer promotions, ensuring alignment to MTN SA’s overall Customer Value Proposition and

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

• Minimum of 3 year degree/diploma qualification
• Masters advantageous 
• Fluent in English

Work Experience    

• Min 5 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous both mobile and home)
• 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