Specialist - CVM Postpaid Campaign.Consumer Post Paid and Home at MTN

Job Description

Mission/ Core purpose of the Job 

• Evaluate the financial and operational performance of postpaid (consumer and enterprise) campaigns across all communication/ touch point channels, suggesting enhancements to the leads and communication strategy and well as model performance. 

Responsibilities

Context:

• Support the customer base management strategy and campaign roadmap by performing postpaid campaign performance analysis, unpacking how/if campaigns deliver on the overall CVM strategy and P&L. Feedback model and campaign ROI results, with learnings and additional opportunities on enhancements to Manager: Customer Segmentation & Propensity Modelling and Manager: Customer Insight Base Distribution & Lead generation.

Key Performance Areas:

Strategy

• Support the customer base management strategy and campaign roadmap by performing postpaid campaign performance analysis, unpacking how/if campaigns deliver on the overall CVM strategy and P&L. Feedback model and campaign ROI results, with learnings and additional opportunities on enhancements to Manager: Customer Segmentation & Propensity Modelling and Manager: Customer Insight Base Distribution & Lead generation.  

Delivery

• Create and maintain a postpaid performance against target tracker 
• Agree and sign off standard rules to measure Postpaid campaign revenue impact
• Establish governance on post campaign evaluation reviews
• Evaluate 100% of postpaid campaigns’ effectiveness in delivering on the agreed business case
• Feedback learnings and potential enhancements where applicable to increase ROI
• Automation of postpaid performance reports
• Support the integration and automation of campaign performance (take-up) in Flytxt
• Support the integration of subscriber performance data into Flytxt

Capability

• Automation of postpaid performance reports
• Support the integration and automation of campaign performance (take-up) in Flytxt
• Support the integration of subscriber performance data into Flytxt

Supervisory / Leadership / Managerial Complexity:  

• Manage contributions and expectations of external service providers and stakeholders
• Ensure ongoing liaison with other areas of the business 
• Review performance management, evaluating, assessing and tracking performance to ensure that objectives and targets are achieved
• Build and enforce a customer centric approach  
• Communicate actively to effectively resolve any potential conflicts that may arise
• Have the self-insight and flexibility to adapt to different situations
• Live the MTN Brand values –influence employees behaviour
• Influence other stakeholders in order to achieve the business objectives of the channel

Role Complexity:

• Financial (limits/mandates etc.)
• Project delivered within set budgets
• Non-financial (customers/staff etc.)
• External vendor/partner management
• Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)

Lateral Dimensions:

• Creativities (improvement/innovation inherent)  
• 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 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
• Vulnerabilities (control span) 
• Business expectations vs. the delivery reality
• Data integrity
• Poor customer service will impact negatively on revenue
• Speed to market
• Limited resources
• Evolution of technology
• Legislative changes
• Reliance on the stability and availability of systems
• Non-achievement of turnaround times
• Inappropriate processes resulting in delayed service to clients

Collaboration:  

Responsibility towards:  

• Non-financial (customers/staff etc.)
• External vendor/partner management
• Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgment.

Independent thought and Judgment:

• Dissemination of information
• Monitoring of compliance, performance and efficiency
• System, process and procedure fine-tuning and development to achieve business objectives
• Decision-making that is effective and responsible for profit and customer and business sustainability and growth
• Make decisions to drive immediate response times
• Use information to drive in-built excellence

Authorities:

• As per delegation of authority

Qualifications

Minimum Requirements -.

Education:

• Diploma, university degree or equivalent qualification in mathematics, engineering, statistics, economics, econometrics or any other commercial or science degree
• Global Experience Standards (10)
• Min 2 years of relevant work experience 
• Fluent in English
• Demonstrated ability in base analytics within a large organisation
• Experience in ROI analysis
• Commercially astute
• Prior experience in base management (preferred)
• Prior experience of mobile industry (preferred)
• Demonstrated ability to influence management level staff in group and 1:1 situations
• Demonstrated ability to create structure within an unstructured environment
• Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level

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
• 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 commercial results through ethical practices
• Operationally Astute - Sets priorities, plans, organizes and co-ordinates work to deliver the highest commercial returns    

General working conditions (e.g. shift work, driver’s license, specific tools, special clothing, environmental requirements, etc.)

• Flexible working hours
• Flexibility to travel (local / international)
• Attending functions after hours
• Pressure to meet tight deadlines
• Working in a dynamic and open plan environment

KPA Quality Standards

• Delivery, implementation and enhancement of postpaid (consumer & enterprise) campaign performance reporting
• Agree and sign off standard revenue reporting rules with finance for campaign performance measurement

Apply Before: 06/27/2025