Senior Manager Program Development & Deployment at MTN

Mission/ Core purpose of the Job

The Senior Manager, Program Development & Deployment is part of the Customer Value Management (CVM) function in the Group Consumer Business Division at MTN. The position is primarily responsible for the formulation and rollout of Customer Value and Campaign Management Strategy in support of digital transformation across the group.

• The Senior Manager, Program Development & Deployment will report to the General Manager, Customer Value Management. The position will interface with Senior Opco stakeholders, Group Management stakeholders and consumer divisional heads in order to influence the strategic direction of digital transformation using Customer Value Management techniques.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
The Senior Manager, Program Development & Deployment will be responsible for the following Key Performance Areas:
Strategy Development and Implementation

• Lead the development and implementation of a CVM sub-divisional strategy in line with overarching divisional goals with emphasis on customer experience and lifetime value
• Lead the business transformation to embed CVM principles and culture across the organization.
• Ensure effective implementation of sub-divisional strategy by means of providing direction, structure, business plans and support
• Development of the community and ongoing guidance to progress the maturity of CVM across the group via the CVM academy

Programme Management

• Set up and manage programme status meetings and project scrums
• Review and identify key risks, issues, escalations, and dependencies with mitigation actions

Operational Delivery

• Create and implement CVM commercial programs in response to varying business problems arising from the OpCo footprint, aligned to best practice approaches. Programmes extend to current and future revenue growth opportunities (GSM, Digital, Fintech, Enterprise).
• Provide input and support into defining business requirements for key customer value management (CVM) capability development projects, including campaign management & measurement systems, channel capabilities and integration
• Work closely with project managers to ensure that progress is in line with customer value management roadmaps, any risks or issues are actioned upon timely, provide subject matter expertise where required
• Support the creation and implementation of various marketing frameworks and programmes. Develop its key inputs such as eligibility rules, arbitration prioritisation, predictive models, offer value, levers, channel capacity, previous activity performance evaluation, customer investment rules, and strategic priorities
• Support the transformation and maturity of the CVM function towards embedded principles of data-driven decisioning towards consolidated recommender systems across functional growth curves.
• Work with local CVM teams to co-create use cases in support of local business problems that are pragmatic and generate impact
• Guide the strategy for outbound and inbound customer segmentation and targeting, considering the customer contact strategy aligned to local regulation
• Manage the post-activity reports and in-depth performance evaluation to determine how existing decisioning rules can be enhanced to drive increased business benefits

Job Requirements (Education, Experience and Competencies)
Education:

• Degree in Mathematics, Computer Science or Engineering, Statistics, economics or related commercial or science fields of study
• Post-graduate degree an advantage (preferred)

Experience:

• 5+ years of relevant work experience in a global / multinational business environment (e.g., Banking, Telecommunications) (understanding of emerging markets advantageous)
• 3 – 5 years of experience in a supervisory / managerial role (advantageous)
• Experience in leading change / transformation (marketing) at an operational level (advantageous)
• Experience in leading innovation and continuous improvement through the implementation of best practices
• Experience in data-driven decisioning and marketing techniques
• Experience in working in fast-paced environments across multiple geographies and contexts.
• Excellent communication and presentation skills

Competencies:

• Strategy Implementer, Decisive Problem Solver, Best Practice Value Creator
• Culture and Change Champion, , Relationship Builder
• Results Achiever, Operationally Astute
• Influencer that can add value and make a significant difference to the organisation.
• Analytical
• Data interpretation