Manager - Youth Segment.Consumer at MTN

Core purpose of the Job:  

• To drive the effective implementation of the Youth segment value propositions with a focus on promotions and the Go To Market (GTM) and experience design strategies; To ensure continuous improvement to the overall combination of services provided to the customer segment in order to maximize market penetration, growth, and profitability, through an enhanced customer experience. To identify market and competitive trends, develop and refine relevant Youth propositions to match these trends as well as develop marketing strategies to drive growth in the segments in conjunction with the relevant cross functional departments.

RESPONSIBILITIES
Key Performance Areas   
Measures (KPIs for job)
Key Job Responsibilities   
Segment Management

• Drive the effective implementation of MTN SA’s Youth Segment value propositions focusing on   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 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, operational and project management 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 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 
• 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 to define the MTN SA’s Youth 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 Youth Segment customer promotions, ensuring alignment to MTN SA’s overall Customer Value Proposition and MTN Group strategy.

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 Youth 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 Youth 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;

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 to Net Promoter Score, micro-segmentation, chum, closed loop feedback and must win battles;
• Ensure that the blueprint for enablers to customer experience framework are suited to the 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 to serve) and business cases to ensure optimal return on investment of activities.
• Manage local reporting, metrics and Youth Segment market insight research modelling to ensure consolidated and consistent views as it relates to the 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 to Youth customer experience and recommend improvements where necessary.

Collaboration / Coordination through Joint Design Teams

• Manage inter-functional relations to ensure 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 to enhance key elements of the consumer business model; and 
• Ensure the team collaborates with Quality Assurance and Internal Audit teams to perform periodic quality and process audits.

Role Dependencies
MTN Policies and Procedures

• Stakeholders Landscape
• Internal Stakeholders: Interaction and Relationship   Chief Consumer Officer
• Prepaid Senior Management
• Youth Segment sub-function
• Sales sub-division 
• Business Intelligence and Planning sub-division 
• Brand and Communications sub-division
• Consumer Operations sub-division  
• Customer Value Management
• Product Development Board
• Demand Management Committee 
• Pricing Council
• Governance Forums
• External Stakeholders: Interaction and Relationship

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)
• 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

Training   

• Industry and company required training
• Industry / Certifications   
• Not Applicable
• Any other specifications   
• Attitude of Innovation, inventiveness and results driven   
• MS Office (Powerpoint, Word, Excel, and Outlook)   
• Understanding of marketing processes in telecom industry   
• Worked across diverse cultures and geographies