Manager - Storebuild.Commercial Operations SA at MTN

Job Description

• Mission/ Core purpose of the Job
• To lead the end-to-end process of building, refurbishing, and optimizing MTN retail stores, ensuring strategic alignment with brand, market trends, and customer experience standards.
• The role drives innovation in store design, oversees construction and fit-out, and ensures every MTN store is welcoming, aesthetically pleasing, and delivers an exceptional customer experience.
• To define, coordinate, align and ensure implementation of all store build
• functions within the Retail Channels
• To ensure best practice in store build within the channels in alignment with organisational strategy and industry standards
• To manage the process of building stores and maintain and manage significant relationships with suppliers
• To ensure that all construction work complies with ISO 9000
• To Execute store build schedule program to align with strategic intent
• Job Outcomes / Results
• Improved relations with stakeholders
• Improved collaboration with cross functional teams
• Improved compliance with ISO 9000
• Enhanced delivery of built stores on time and in accordance with specifications
• Optimized property portfolio and management Thereof.

Responsibilities
Key Activities & Responsibilities

• Strategic Input and Implementation
• Provide input into Experience Centres & Franchises and based on strategy set, and implement Storebuild plans, objectives and goals
• Develop and implement retail store build strategies aligned with MTN’s brand, market trends, and customer experience goals.
• Guide store design optimization, ensuring layouts and aesthetics enhance sales and customer satisfaction.
• Monitor industry trends and incorporate best practices in store construction and experience
• Operational Implementation: Store Build and Real Estate
• Monitor and manage all contractual obligations
• Liaise with Marketing and other internal departments to ensure alignment of activities
• Co-ordinate the dissemination of communication to all regions
• Make inputs with regard to the long term implications of action plans from a broad perspective (strategy of Retail Channel )
• Identify and explore innovative ways to enhance Channel performance and marketing mix
• Ensure compliance of strategy to Consumer Channels and implement remedial action for non-compliance
• Maintain and adhere to health and safety standards in accordance with Consumer Channels
• Implement and conduct a Quality Assessment Process
• Ensure balanced workload of resources
• Ensure communication of status of build schedule
• Ensure integration with owned and non – owned structure
• Address and resolve all issues related to SLAs ( late payments, non- performance according to contractor and any non contractual
• obligation fulfilment)
• Oversee the motivation for and approval of vendors and their loading for payment

Project & Construction Management

• Oversee all phases of store construction, refurbishment, and fit-out, ensuring compliance with MTN standards and ISO 9000.
• Lead and coordinate TKC contractors, architects, shopfitters, and construction professionals.
• Manage project schedules, budgets, and resource allocation for timely and cost-effective delivery. 
• Stakeholder Management
• Build and maintain good relationships with all contractors and suppliers including inspectors at city councils and other appropriate
• stakeholders in store construction.
• Respond to queries. Escalate where appropriate - follow up on and respond to all queries within the agreed response times
• Maintain good communication and relationships with Consumer Channels
• Maintain regular contact with role players in the Property sector such as Developers, landlords and Managing agents in order to
• maintain market intelligence
• i.e. vacancy rates, market rentals, new property development
• Conduct regular site visits and attend project and lease and related meetings liaising with clients/landlords/tenants as required and
• addressing any queries.
• Lead, motivate, and develop a multidisciplinary team, fostering collaboration and high performance.
• Build and maintain strong relationships with suppliers, vendors, contractors, and internal stakeholders.
• Communicate project status, challenges, and successes to senior management and cross-functional teams.
• Governance, Policies, Procedures and Reporting
• Ensure effective implementation of (and compliance towards) legislative requirements and company policies, processes, and procedures
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery. This includes unresolved dealer issues, escalating when necessary, and providing prompt feedback as well as mediation of account queries
• Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity
• Work consistently according to standards of accuracy, deadlines and formats
• Analyse regional performance and compile reports in relation to store building activities
• Generate and submit monthly reports on building plans, infrastructure and store build administration
• Manage and ensure an efficient document management system is maintained and kept up to date

Customer Experience & Brand Standards

• Ensure every store delivers a welcoming, high-quality customer experience and reflects MTN’s brand values.
• Collaborate with marketing and internal teams to align store environments with brand campaigns and customer expectations.
• Implement quality assessment processes and remedial actions for non-compliance.
• Establish and build relationships with all relevant stakeholders
• Align service delivery to changing market segments
• Understand customer needs and develop and fine-tune systems accordingly
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
• Put contingency plans in place to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future.

Continuous Improvement

• Drive the adoption of best practice and innovation at process and procedure level
• Evaluate existing processes and procedures with the objective of improving service delivery
• Seek feedback from clients/ stakeholders regarding how to improve on quality and customer service standards
• Identify ways to fine tune policies, processes and systems in line with changing work practices
• Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry
• Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

Operational Excellence

• Ensure health and safety standards are maintained across all projects.
• Optimize property portfolio and manage store assets for sustainability and efficiency.
• Drive continuous improvement and innovation in store build processes.

Budget Management/ Cost Control

• Submit inputs for the compilation of budgets and provide variance explanations
• Manage and optimise the budget, ensuring that expenditure remains within budget parameters
• Monitor costs and determine initiatives to optimize resources. Ensure cost effectiveness by maximising cost/benefit ratios
• Attend to financial reports and provisions, rental escalations and/or terminations, in consultation with the Finance Department
• Identify areas where money is lost and seek ways to reduce expenditure
• Maintain regular contact with role players in the Property sector such as Developers, landlords and Managing agents in order to
• maintain market intelligence
• i.e. vacancy rates, market rentals, new property development
• Identify opportunities to generate additional revenue
• Report on achievement of monthly cost control targets and initiate

People & Culture Management

• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
• Create and implement personal development plans
• Define the divisional KPAs and KPIs that will be cascaded down to each area
• Manage performance and identify training needs. Coach and guide subordinates
• Enable and model healthy employee relations and collaborative teamwork
• Manage diversity, develop, and embed an Employment Equity plan for the business area
• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Act as an ambassador for the Channels team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice

Job Competency Card

• Core Competencies Level

Project Management: Expert

• Leadership: Expert
• Stakeholder Management: Intermediate
• Portfolio Management: Expert
• Negotiation Skills: Intermediate
• Contract Management: Intermediate
• Communication & Presentation: Intermediate
• Customer Centricity: Expert

Collaboration and Influence

• Consumer functions/ Direct Sales sub-division/ Product Development Board: High
• GM: Experience Centres and Franchises: High
• Internal Channels Teams (e.g. Channel Expansion: Low
• External stakeholders (suppliers, vendors, contractors etc.): High

Supporting Competencies Level

• Judgement: Intermediate
• Critical Thinking & Problem Solving: Intermediate
• Co-ordination & Planning: Expert
• Collaboration: Expert
• Business Acumen: Intermediate

Job Portfolio Focus Degree

• Strategy: Medium
• Operations & Implementation: High
• Team/ People Management: Medium

Qualifications

• Education, Skills and Experience

Education

• Bachelor’s degree in Construction Management, Architecture, Business, or related field (preferred)
• Experience
• 5+ years’ experience in retail construction, store design, or project management.
• Proven track record of leading multidisciplinary teams and delivering complex retail projects
• Strong background in property development and refurbishment
• Good Understanding of retail construction and shop fitting industry.

Skills

• Excellent communication skills
• Business Acumen
• Analytics and Interpretation
• Strategic Thinking
• Organisational Agility
• Dealing with ambiguity and complexity
• Customer centricity
• Ability to manage multiple Projects
• Knowledge of ISO 9000, health and safety, and regulatory compliance

Apply Before 12/03/2025