Segment Specialist: Fixed Wireless Access at MTN

About the job
Consumer Business unit - Residential Segment

Please note this is a 12 month contract.

Mission/ Core purpose of the Job

• To support the Segment manager in driving the effective implementation of the Residential Fixed Wireless Access (FWA) segment value propositions, the Go To Market (GTM) and experience design strategies, ensuring 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. Support the Segment manager in Identifying market and competitive trends, develop and refine relevant value propositions to match these trends as well as support the Segment manager to taking the marketing strategies to market with the relevant departments within marketing and across the business. 

Key Performance Areas:

Task Complexity

• Support in driving the effective implementation of MTN SA’s segment value propositions, GTM and customer experience design, with emphasis on customer experience (internal and external), ensuring maximum market penetration, growth and profitability
• Take the initiative understand the relevant customer behavioural needs, trends and develop relevant customer value propositions to meet those needs by using internal resource tools and external.
• Assist in the management, monitor and optimise the customer experience of the segment at all touch points

Input into Operational Delivery

General:

• Support in operationally executing the segment business plan, focusing on the customer value proposition, 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 Customer Value Management (CVM) are defined, including campaign management and measurement systems;
• Support in managing the implementation of marketing frameworks for the across Residential Fixed Wireless Access (FWA) segments and ensure it is increasing brand presence across the customers in this segment; and
• Ensure that local customer contact rules are in compliance within the MTN Group;
• Ensure that operational documentation for projects are compliant (approved) by business stakeholders and loaded on share drive 

Value Propositions

• Work inter-functionally to define the MTN SA’s Residential Fixed Wireless Access (FWA) segment value proposition (focused, insights based end-to-end) and collaborate within the function in bringing these value propositions to market;
• Assist the Segment manager in development of customer value propositions using quantitative and qualitative customer insights; Review and provide input into the business cases for these CVPs.
• Support the Segment manager in driving and managing the operational implementation MTN SA‘s Residential Fixed Wireless Access (FWA) segment value propositions, 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 Residential Fixed Wireless Access (FWA) 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 Residential Fixed Wireless Access (FWA) segment, which needs to be achieved in close collaboration with business intelligence;
• Support the Segment manager by investigating opportunities that will provide input to the product development community for MTN SA and group;
• Ensure replication of products from the product development community in MTN SA;
• Engage with all business stakeholders to ensure project market readiness (Analytics, Procurement, Pricing, Finance, Training, Sales, Legal, Customer Value Management and Marketing)
• Check and evaluate all marketing collateral communication is aligned to segment and proposition information is correct

Track & report on launches and performance

Customer Experience

• Support in implementing 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 Residential Fixed Wireless Access (FWA) 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 Residential Fixed Wireless Access (FWA) customer economics (costs to serve) and business cases to ensure optimal return on investment of activities;
• Manage local reporting, metrics and Residential Fixed Wireless Access (FWA) segment market insight research modelling to ensure consolidated and consistent views as it relates to the MTN Customer Experience;
• Support in driving NPS/eNPS, CLF roll-out and manage dynamics for the Residential Fixed Wireless Access (FWA) 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 Residential Fixed Wireless Access (FWA) customer experience and recommend improvements where necessary.

Reporting

• Identify and prepare relevant information and data for reporting purposes
• Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated
• 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/weekly/monthly basis on specific projects as and when necessary

Minimum Requirements:

Education

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

Experience Standards

• At least 2-3 of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• A strong background in marketing and communications with experience of vendor management.
• Experience in designing customer value propositions 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

Please note that MTN is an Equal Opportunity Employer.
If you have not heard from us within 14 days of closure of the job advert then you may consider your application as unsuccessful.