Senior Manager - Prepaid and Digital Base Value Management Consumer at MTN

JOB DESCRIPTION
Mission/ Core purpose of the Job

• To manage the Mobile Financial Services (MFS) and CDO (Digial) from a base management viewpoint and drive the overall goal for the business. This role is inherently cross-functional and highly visible, working closely with MFS, CDO and technology functional divisions and has an End-to-End accountability of Digital and MFS Base Management

RESPONSIBILITIES

• Context (Global influences, environmental / industry demands, organisational mission etc.)
• Fast moving industry with constantly changing business requirements and technologies 
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Fast paced environment
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners 
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

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

• Lead the formulation of the Mobile Financial Services and CDO strategy from Base management perspective in line with the overarching business goals.
• Ensure effective implementation of the strategy by providing direction, structure, frameworks, models, plans and roadmaps.
• Use event-based marketing techniques to customize campaigns for different customer segments, increasing campaign effectiveness and boosting marketing ROI.
• Work with technology team to build datamarts and features to integrate with an existing campaign management tool to drive business goals. 
• Build and maintain productive and trusting relationships within the team and business partners to ensure programs are working collaboratively. 
• Drive acquisition and improve activity of product and services launched by MFS and Digital team.
• Introduce Personalised programs to drive activity for CDO and MFS Services. 
• Ensure operationalization of CDO and MFS campaigns from CVM perspective. 
• Exploring Digital channels and other 3rd party channels to increase CDO and MFS performance.  

Operational Delivery

• Create micro Segmentation/ Clustering analysis in order to do targeted MFS and CDO campaigns from CVM.
• Drive user engagement of key services like, Ayoba, Music time, Mobile advertisement 
• Drive the user engagement for Mobile Financial services to build adoption of products like P2P transfers, insurance, payments & others.
• Analyse commercial impact of BTL programs on product penetration, ARPU and incremental value delivered. Define analyses of mass segment to identify opportunities to apply products and tariffs to maximize the engagement.
• Conduct attribution of CVM to key metrics of digital products like installs, re-activation, engagement and decay funnel
• Create BTL offers in order to do targeted marketing based on value, Value change & Behavioural segmentation.
• Produce Daily/weekly performance report for CVM campaigns initiated for CDO and MFS. 
• Manage all direct marketing campaign execution and significantly improve ROI through strong campaign management tools – operations, campaign planning, detailed design, production, test, roll-out, commercial return and evaluation.
• Scan the base for new opportunities for CDO and MFS business unit 
• Ensure using different communication channels to improve reach and performance of CDO and MFS business.

Capability

• Excellent analytics skills for effective prepaid base management on commercial improvement programs.
• Understanding of key metrics used in Mobile App user acquisition and engagement funnel.
• Integrate requirements for campaign management, charging and provisioning platforms as well as loyalty management systems by translating prepaid CVM objectives to the IT / Technical teams.

Performance

• Review the team’s performance against agreed KPIs and compliance to SLAs, make recommendations for improvement and implement approved initiatives to ensure enhanced team performance
• Create and monitor plan for continuous improvement
• Work with Cross functional team to

Reporting

• Report on a monthly and quarterly basis to management relating to progress, in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects as and when necessary

Supervisory / Leadership / Managerial Complexity:  

• Manage and coordinate the activities of the managers
• Excellent team management skills to drive business
• Build professionalism, loyalty and commitment to the organization
• Display insight into leadership style and how it impacts on performance positively and negatively
• Ensure communication and fundamental understanding of strategy elements to all teams
• Ensure ongoing liaison with other areas of the business 
• Clarify roles for different levels of managers and operations, matching the level of expertise and results required and agreeing performance standards
• Build and enforce a customer centric approach  
• Manage Employment Equity and diversity 
• Coach and guide subordinates
• Live the MTN Brand values –influence employees’ behaviour

Role Complexity:

• Financial (limits/mandates etc.)
• Contribution to improve overall subscriber base for MFS and CDO.

Non-financial (customers/staff etc.)

• Team of 2-3 resources
• External vendor/partner management
• Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Finance and Technology)

Creativities (improvement/innovation inherent)  

• Share opportunities and possibilities to improve processes, technology, quality, customer service and increase profitability
• Suggests concrete ways to improve productivity, and improve resource utilisation
• Strive to automate processes and procedures wherever possible
• Apply market research in an optimal way to continually improve processes and procedures
• Communicate research results and recommendations to the relevant areas of the business to build a competitive advantage
• Recommend creative and innovative solutions to enhance MTN performance
• Establish sound relationships with service providers and vendors and business segments
• Encourage continuous service improvement
• Implement cost-saving activities

QUALIFICATIONS
Job Requirements (Education, Experience and Competencies)
Education:

• 4 year University degree or equivalent qualification, preferably with analytical focus, marketing or commercial subjects
• Post-graduate degree in an analytical or commercial field of study

Experience:

• Min 8-10 years of relevant work experience 
• Fluent in English & Other South African languages
• Experience in CVM methodology, principles, capabilities, and techniques.
• Prior experience of mobile industry and understanding of the digital marketing principles
• Experience with research- and analytics-driven quantitative pricing techniques (e.g. choice modelling)

Competencies:
Head - Big Picture Focus (20)

• Strategy Implementers - Ensures execution of strategies through creating and implementing tactical plans for others to follow
• Decisive Problem Solver - Has the mental agility to identify business challenges and explore effective solutions through effective influencing
• Best Practice Value Creator - Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings

Heart – Emotionally Intelligent (30)

• Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Guiding People Manager - Is self-aware and guides team capability development through opportunity creation for realising potential
• Relationship Builder - Builds relationships across the business in order to influence decision-makers and build team credibility

Hands – Results Focused (40)

• Results Achiever - Produces sustainable divisional results through ethical practices
• Operationally Astute - Sets priorities, plans, organizes and co-ordinates the work of others