Senior Manager: CVM, Pricing & Analytics at MTN

About the job
Consumer Business unit - Residential Segment

Please note this is a 12 month contract.

Mission/ Core purpose of the Job 

• The Senior Manager CVM (Customer Value Management) Pricing & Analytics is responsible for supporting the GM (General Manager) in the identification and management of the roadmap on behalf of CVM, and will oversee the initiation and management of customer value management projects (including the design and documentation of all CVM Process and policies). This person will leverage the CVM data to support analytics of the customer base, to inform the strategy for pricing of Residential propositions.

Key Performance Areas:

Strategy

• Lead the strategy and creation of the CVM capability for Residential in line with the overarching CVM deliverables and goals, aligned to that of CBU (Consumer Business Unit).
• Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps, supported with strong analytics.

Delivery

• Oversee the delivery of system capabilities as required for CVM, Analytics and Pricing.
• Understand and interrogate our existing customer base within agreed definitions , which will allow us upsell and Cross sell into our existing postpaid subscriber base with good analysis and understanding of the base we are targeting  
• Oversee the interface between CVM and Technology, translating CVM needs and requirements into requirements for IS. 
• Review and optimise existing capability and technology to enable CVM initiatives leveraging of existing capability and technology partnerships that support CVM
• Design, implement and execute the CVM Capability performance management system. Implement the measurement/monitoring of Key Performance Indicators to measure effectiveness of the systems, data and processes, with a key focus on propositions and pricing.
• Implement project management methodology life cycle that defines the five project management phases or processes: define, plan, launch, manage, and close.
• Design and implement a Process Gap Identification Framework that considers risk identification and mitigation actions in order to enhance processes and procedures. 
• Grow awareness and account for competition, identify sector trends and opportunities and feed back to Residential.

Reporting

• Present weekly/monthly reporting packs (including appropriate commentaries and analyses) for the projects/initiatives
• Ensure that all material variances from the plan are reported, followed up and resolved 

Supervisory

•  Build and manage a high performing team by providing leadership, role clarity, training and career development 
•  Source, induct and manage talent in accordance with legislative guidelines
•  Ensure open communication channels with staff and implement change management interventions where necessary
•  Provide definition of roles, responsibilities, individual goals and performance objectives for the team
•  Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
•  Develop and implement a training plan in order to build and develop skills within the team
•  Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive continuous improvement philosophy through the knowledge transfer plan
•  Performance manage resources in accordance with HR policy and legislation where necessary
•  Actively participate in leadership team and develop skills of own team
•  Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to governance

Minimum Requirements

Education

•  Bachelor’s degree in Business/ Commercial/Marketing or equivalent qualification 
•  Honours Degree(advantageous)

Experience Standards

•  Management track record of 5 years or more, with at least 3 years in relevant sector/industry
•  Experience in Compliance Operations within a Telco
•  Demonstrated leadership in Channel/Customer Service environments of a large corporate or franchised Telesales/Customer Servicer
•  Experience in Telesales/Customer Service operations management
•  Prior experience of mobile industry 
•  Demonstrated ability to influence management level staff in group and 1:1 situations
•  Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level
• 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.

Closing date: 9th June 2021