Manager: Prepaid Segment Mass at MTN

Mission/ Core purpose of the Job:  

• ideal candidate will be responsible for driving the effective implementation of the mass segment value propositions with a focus on promotions and the GTMarket (GTM) and experience design strategies; Tensure continuous improvement tthe overall combination of services provided tthe customer segment in order tmaximize market penetration, growth, and profitability, through an enhanced customer experience; Tidentify market and competitive trends, develop and refine relevant youth promotions tmatch these trends as well as develop marketing strategies tdrive growth in the segments in conjunction with the relevant departments of marketing.

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)
• 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

Key Performance Areas

Segment Management

• Drive the effective implementation of MTN SA’s Youth Segment value propositions focussing on   youth promotions; GTM; customer experience design, ensuring maximum market penetration, growth  and profitability 
• Understand the relevant market and customer behavioural needs, trends and develop relevant youth  promotions tmeet 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 inttactical 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 tissues 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 tmanagement  

Consumer Business Tactical

• Keep abreast of global and local best practice and make recommendations on leveraging  opportunities tthe Senior Manager.
• Provide input intthe 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 tSLAs, make  recommendations for improvement and implement approved initiatives tensure enhanced  performance of the team
• Create and monitor plan for continuous improvement

Reporting

• Report on a monthly and quarterly basis tmanagement relating tprogress 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 Youth Segment business plan, focusing on the youth 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 Youth Customer Value Management (CVM) are  defined, including campaign management and measurement systems;
• Manage the implementation of marketing frameworks for the Youth Segment and ensure it is  increasing brand presence across the customers in this segment; and
• Ensure that local Youth customer contact rules are in compliance within the MTN Group;

Value Propositions:

• Work inter-functionally tdefine the MTN SA’s Youth Segment promotions (focused, insights based  end-to-end) and collaborate within the function in bringing these value propositions tmarket; 
• Development of promotional propositions using quantitative and qualitative customer insights;  Review and provide input intthe business cases for these CVPs.
• Drive and manage the implementation MTN SA‘s Youth Segment customer promotions, ensuring  alignment tMTN SA’s overall Customer Value Proposition and MTN Group strategy.

GTMarket (GTM):

• Drive continuous improvement across the teams’ ability tleverage data tdrive marketing  strategy tdeliver market and regionally focused experiences;
• Ensure periodic review and updates of MTN SA’s Youth Segment demographic and psychographic  profile;
• Ensure alignment tGTM 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 Youth Segment, which needs tbe achieved in close collaboration with  business intelligence;
• Provide input tthe product development community for MTN SA and group;
• Ensure replication of products from the product development community in MTN SA;

Customer Experience

• Analyse MTN SAs Youth customer information and ensure it fits with the models and metrics  implemented by MTN Group;
• Implement models and metrics at MTN SA – including, but not limited tNet Promoter Score,  micro-segmentation, chum, closed loop feedback and must win battles;
• Ensure that the blueprint for enablers tcustomer experience framework are suited tthe Youth 
• Segment at MTN SA – including, but not limited to, real time customer management technologies, and network performance;
• Benchmark and monitor, in conjunction with Finance and other related departments, the local  Youth customer economics (costs tserve) and business cases tensure optimal return on  investment of activities;
• Manage local reporting, metrics and Youth Segment market insight research modelling tensure  consolidated and consistent views as it relates tthe MTN Customer Experience;
• Drive NPS/eNPS , CLF roll-out and manage dynamics for the Youth Segment;
• Participate in the implementation of strategic initiatives locally, drive the roll out and  participate in regular third party audits; and
• Understand current business rules and operations relating tYouth customer experience and  recommend improvements where necessary.

Collaboration / Coordination through Joint Design Teams

• Manage inter-functional relations tensure synergy across the various sub-divisions;
• Liaise with the Brands and Communications division in defining effective channels for  communicating approved initiatives aimed at creating awareness in the Youth Segment; 
• Ensure collaboration with other sub-functions and departments tenhance key elements of the  consumer business model; and 
• Ensure the team collaborates with Quality Assurance and Internal Audit teams tperform periodic  quality and process audits.