Senior Manager - Digital Products. Consumer Post Paid and Home at MTN

Job Description

Mission/ Core purpose of the Job

• To drive the effective implementation of the Digital Product segment value propositions, and the Go-To-Market (GTM) and experience design strategies, while ensuring continuous improvement to the overall combination of services.
• To maximise market penetration, growth, and profitability, through an enhanced customer experience, in line with the Digital Product strategy, operating model and business plan.

Responsibilities

Context (Global influences, environmental / industry demands, organisational mission etc.)

• The role of Senior Manager : Digital Product operates within the following context:
• A highly competitive environment, requiring product innovation with agile delivery;
• Driven by the strategic objectives of the business unit, aligned to MTN SA;
• Control and governance in accordance with policies, procedures, legal and regulatory;
• Leading with new innovation for the segment;
• Maintaining an accurate, fit-for-purpose propositions and features;
• Alignment to the business sales, segment and operational performance.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)

Strategy Development and Implementation

• Drive the effective implementation of value propositions and GTM and customer experience design strategy, with emphasis on client experience (internal and external), ensuring maximum market penetration, growth and profitability;
• Provide direction, structure, business plans and support and ensure these are in line with the overall strategy, divisional goals, and market needs and requirements; and
• Identify required resources, personnel and funding to achieve the divisional goals.

General

• Manage the strategy execution process for the segment, focusing on the customer value proposition, aligned with the GTM model;
• Ensure synergy across the functional area 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;
• Manage the implementation of marketing frameworks and ensure it is increasing brand presence across the customers in this segment; and
• Ensure that local customer contact rules are in compliance within relevant standards.

Value Propositions

• Work inter-functionally to define the value propositions (focused, insights based end-to-end) and collaborate within the function in bringing these value propositions to market;
• Review and provide input into the development of value propositions and business cases for up-to-date innovations product portfolios and offer recommendations to the general manager; and
• Drive and manage the implementation, ensuring alignment to the overall Customer Value Proposition and strategy.

Go To Market (GTM)

• Provide input into and makes recommendations to the General Manager on the development of a viable GTM frameworks (innovation, design, build and refine) targeted at the segment, ensuring alignment with strategy and driving a fast response to the market;
• 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 segments demographic profile;
• Ensure alignment to GTM process, RACI and Governance;
• 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, which needs to be achieved in close collaboration with business intelligence;
• Provide input to the product development community; and
• Ensure replication of products from the product development community.

Customer Experience

• Analyse customer information and ensure it fits with the models and metrics implemented;
• Implement models and metrics– 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 suitable – 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 economics (costs to serve) and business cases to ensure optimal return on investment of activities;
• Manage local reporting, metrics and market insight research modelling to ensure consolidated and consistent views as it relates to the Customer Experience;
• Drive NPS/eNPS, CLF roll-out and manage dynamics;
• 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 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 in defining effective channels for communicating approved initiatives aimed at creating awareness in the 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.

Qualifications

Job Requirements (Education, Experience and Competencies)

Education:

• 4-year Degree / Diploma in Commerce (Marketing / Communication), Engineering and/or Information Technology, or related; and
• Masters qualification advantageous.

Experience:

• Min 7 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• Manager track record of 5 years or more, with at least 3 years in relevant sector/industry
• Experience in leading change / transformation (marketing) at an operational level advantageous
• Experience in continuous improvement through the implementation of best practices
• Worked across diverse cultures and geographies advantageous.

Competencies:

• Head – Big Picture Focus (20)
• Strategy Implementors
• Decisive Problem Solver
• Best Practice Value Creator

Heart – People & Emotional Intelligence (30)

• Culture and Change Champion
• Guiding People Manager
• Relationship Builder

Hands – Results Focused (40)

• Results Achiever
• Operationally Astute
• Collaboration (Formal and Informal Relationships)
• Key customers: Segment and Sales channels

Key partners:

• Internal functions and business units for operations, support and management
• External technology partners
• External Digital Virtual Network Operators

Apply Before 09/18/2025