Senior Manager - Retail Channel Enterprise Business Unit at MTN

Responsibilities
Key Tasks 

• Head the Retail Channel focusing on go-to-market, new business, client retention and growth
• Lead the retail team and actively participating in strategic account planning, value proposition creation and business development activities
• Achieve sales & revenue targets annually for the retail channel
• Serve as a Subject Matter Expert in commercial value proposition for one or more technology areas
• Manage and maintain acquisition plans for the Retail Channel
• Develop and manage retail channels strategic initiative (BIR, BRC CSR, ICT Channel Expansion) for growth of the channel
• Manage and maintain customer engagement models to ensure seamless delivery across all delivery points. Liaise with relevant areas and verticals to ensure delivery within Retail Channel.
• Own and maintain key relationships at Executive levels with both retail clients & Dealer Principals
• Conceive, create and drive implementation of innovative promotional plans in line with Marketing and Sales plans, objectives and requirements across Retail Channel.
• Liaise with BRC Channel Specialist, Marketing, Product and Training to ensure sales teams are trained and skilled to engage with customers and provision of effective sales argumentation and tools. 
• Collaborate & partner with MTN SA BRC team for the success of SME retail channel
• Monitor and manage / escalate vertical/segment conflicts
• Identify key markets/accounts for growth of revenue within Retail Channel
• Establish future revenue per vertical / market segment / product mix / customer
• Drive development and implementation of relevant solutions by industry or customer type
• Drive the retail target nationally and regionally, ensure all routes to market are covered to build the Retail Channel.
• Work with the Channel Specialist BRC, Retail Account Managers, SME Regional Sales Managers and sales distribution teams to identify accounts to position mobile and ICT services and launch and drive incentives that will grow MTN’s market share.
• Collaborate with the marketing, CVM and Online Channel to develop communication and marketing strategies for Retail Channel.
• Ensure retail teams drive the right marketing activities to increase retail inflow. 
• Manage retail base, churn and OCC, increase ASPU by cross sell opportunities and Manage tariff mix within retail channel. 
• Run operational and sales day to day activities of Retail Channel to ensure MTN is increasing market share and revenues within retail channel.
• To set, Implement, Manage and deliver on a Retail Strategy for Sales Mobile & ICT, and service strategy elements at National, Regional and Cross-Segment Level, ensuring seamless and fully integrated delivery.
• To develop and insure increase in market share, revenue at a National, Regional and Cross-Segment Level.
• Manage Marketing campaigns and Product offering in line with Marketing team and sales 
• Drive bespoke business plan specific to retail channel and region – based on market research and the strategic plan of the Business Unit
• Research and implement best practise tools, processes and sales techniques in Retail Channel.
• Identify growth opportunities and implement plans to close the gaps in Retail Channel
• Conduct regular Dealer and Partners Performance reviews.
• Manage Partner relationships end to end from a KPI & Performance perspective nationally for Retail Channel
• Responsible for the performance of the overall performance of the retail channel, work with regions to execute. 
• Collaborate with Finance Business Partnering team in driving positive BRC channel economics

Customer Satisfaction

• Ensure delivery on customer specific strategies across partnership channel
• Ensure effective delivery for excellent customer experience in partnership channel
• Oversee the establishment of SLA’s with customers.  Manage the output. and ensure reporting on delivery and sustainability through the SLA Management and SLA reporting functions respectively across partnership
• Put contingency plans in place to prevent delays and enhance the customer experience 
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Identify trends / patterns pertaining to customer requests and needs and filter this information through to relevant areas of the business to continually improve all aspects of service delivery 

Reporting 

• Report on results for the area, including the compilation of periodical activity, budget compliance and feedback reports. Report to the business and key stakeholders
• Ensure ongoing communication to critical stakeholders within EBU and with CMO Marketing, Partners, Technology and Network, IS and Finance

Budget Management

• Forecast, plan, develop and review the Sales and Service budget for the area that provides MTN with return on investment
• Contribute to, challenge and implement the long-term strategy for Retail Channel functions and ensure alignment of all activities undertaken in the unit to the strategy
• Input into the business plan to ensure delivery to the mobile and ICT within Retail Channel, and to ensure competitiveness on all elements
• Input into reviewing organisational activities and assist in recommending corrective actions if necessary
• Contribute towards long-term forecasts and predictions (2-5 years)
• Analyse trends and highlight areas of the business that may be developed further
• Identify opportunities to generate new revenue

Project Management

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model 
• Risk management

Creativities (improvement/innovation inherent) 

• Structure and build key customer insight, and communicate this to the business by vertical strategy documents 
• Identify and establish relationships with key customer/influencers to gain market share. 
• Network extensively and build and maintain relationships (internal and external). 
• Allocate the right customers to the right staff
• Motivate staff through innovative into action.
• Build brand credibility.
• Build future business plans.
• Reckoning innovative solutions to enhance sales.
• Make continuous improvements system, process and procedures level. 
• Identified innovative ways to use minimum resources to achieve maximum outputs.
• Identify and exploit new opportunities to grow new business.
• Proactively seek information on business issues, particularly outside the scope of the area which may impact on the results.
• Implement cost saving activities
• Recommend innovative solutions to enhance MTN performance
• Ensure continuous improvements at system, process and procedure level, in alignment with EBU
• Streamline the channel in accordance to MTN strategy, economic conditions and market pressures in order to optimise revenue
• Network extensively and establish sound relationships with all stakeholders including external service providers
• Proactively encourage and maintain executive relationships
• Utilise business intelligence to identify trends and risks for MTN

Leadership and Direction

• Lead the definition and sizing of target market, customer base and key alliances and partnerships.
• Identify, evaluate and structure key partnerships and alliances to ensure continued financial health and maximum value creation. 
• Build and manage a highly talented solution sales team, focused on driving adoption and market penetration.
• Prepare and provide regular business reviews to channels regarding strategic initiatives and overall sales performance against goals. Highlight successes, challenges, roadblocks and actions.
• Hold direct reports accountable for the achievement of business plans and take corrective actions where necessary to ensure achievement of business objectives.

Business Analysis

• Identify ways to fine tune policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems 
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance 
• Identify and implement innovative ways to use minimum resources to achieve maximum outputsSupervisory / Leadership / Managerial Tasks:  Refers to the responsibilities for directing, guiding, motivating and influencing others.

Supervisory / Leadership / Managerial Tasks: 

• Recruit, develop and retain people with outstanding skills, qualifications and potential
• Define the Team KPAs and KPIs that will be cascaded to each member
• Performance management and identification of training needs
• Drive a culture that embraces and lives the MTN brand values, and ensures compliance across the channel
• Accountable for a customer centric culture and shift to legendary service provision
• Build talent by identifying and developing new leaders for the respective environment
• Employee relations and collaborative teamwork 
• Manage Employment Equity and diversity 
• Coaching and guidance of subordinates
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Integrate various activities of division 
• Manage contributions and expectations of external service providers and stakeholders
• Display insight into leadership style and how it impacts on performance positively and negatively
• Ensure communication and fundamental understanding of strategy elements to all affected 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
• Review staff performance management, evaluating, assessing and tracking performance to ensure that objectives and targets are achieved
• Understand the need to train and develop staff to be able to use resources optimally and enhance performance 
• Build and enforce a customer centric approach 
• Build employee relations and collaborative teamwork 
• Live the MTN Brand – change and influence employees’ behaviour

Qualifications
Education:

• Minimum of 3-year tertiary Education (Sales / Financial /Marketing / Communication) 

Experience:

• Manager track record of 5 years or more managing; with at least 3 years in relevant sector/ industry 
• 3 Years in Retail Channel 
• At least 5 years Sales experience in managing sales team and developing channels (e.g. Sales Manager, consulting) and exposure to national and international trends and strategy.
• At least 5 years of leadership experience in Sales Manager position, in fast moving technology intensive industries
• Business planning experience 
• Worked across diverse cultures and geographies advantageous.
• 3 Years proven experience in building channels and developing channels strategies preferably Retail Channels.