Specialist: Mobile App at MTN

About the job
Business Unit - Digital - Online Platforms

Mission / Core purpose of the Job

• The Specialist Mobile Apps purpose is to support the Manager: Mobile App with optimizing the functionality and usage of the Mobile App for self-service and sales in order to build capability, customer adoption and world class user experience to its users. It is a highly visible role that requires ongoing engagement across all parts of the MTN business.

Key Performance Areas:

Mobile App Planning and Development

•  Support in the develop, manage and ensure execution of strategic roadmap that achieves growth, user engagement and monetization
•  Collaborate with cross-functional teams across the company (including technology, UX and design, development, testing, analytics and product marketing)
•  Engage with various parts of the business via Enterprise, prepaid, postpaid, online, CVM to drive the introduction of new features based on data and customer research to enable the business
•  Communicate both strategic vision and tactical roadmaps to key stakeholders
•  Track and measure the success of each feature in terms of conversion and ROI
•  Support in the conceptualization and launch new product features with clear go to market plans
•  Use market and competitive analysis, business goals, and technology capabilities to assess opportunities
•  Work with other channel owners to understand what features are being employed on which channels and how the journeys are being done

Customer Experience

•  Bring customer experience into every decision supported by data and user feedback
•  Contribute to the App growth strategy and adoption – while working closely with other online channel owners
•  Assist with the migration of customers from traditional physical engagements and older self-service channels onto the App.
•  Contribute to revenue growth, cost savings and self service
•  Continuous monitoring of performance
•  Build very close relationships with Retail and Call Centre teams to ensure customer education and support
•  Work with CBU and EBU product teams to ensure the App is always included in future product plans, ensure we deliver on their requirements.
•  Remove operational and execution barriers wherever possible

Insight and Measurements

Monitors & tracks the following in respect of the Mobile App:-

•  Adoption and Usage
•  Revenue growth and Cost Savings
•  Customer Satisfaction (TNPS)
•  Active users
•  Self-service usage

Report Generation

•  Using data to generate insights, help with prioritization of the roadmap and areas of focus
•  Contribute to the production and submission of reports to facilitate decision making
•  Report to the SM on progress made against measurement metrics of the App
•  Provide detailed progress reports both at sub-functional and functional level

Required Skills & Capabilities

•  Passion for Online retailing, with a strong orientation in understanding and driving customer behavior
•  Listen and ask questions to understand our customers’ needs and conduct user research where required
•  Able to balance enabling the business with customer requirements and KPIs
•  Quantitative, analytical and statistical skills for reporting writing and business case development in order to make decisions based on insights
•  Strong Powerpoint, Excel and Analytics skills
•  Commercial acumen
•  Adaptable and flexible and bold
•  Willing to think outside the box and challenge the status quo
•  Project Management and Stakeholder Management (understand decision and escalation processes)
•  Ability to collaborate with peers in other business areas to jointly solve problems and innovate solutions
•  Strong interpersonal skills including good written and oral communication
•  Good understanding of the Digital landscape

Key Deliverables

•  Ensure every App journey is exceeding world class customer experience standards
•  Identification of opportunities to improve Consumers experience of MTNs products & services so as to achieve customer satisfaction and growth
•  Contribution to continuous improvement of products and services available on the Mobile App
•  Completion of tasks/ assignments within agreed time frames
•  Development and maintenance of productive and effective networks in the online community
•  Collaboration with Business Units, IT & Support areas
•  Efficient and effective work delivery
•  Effective building & management of relationships with internal and external business partners
•  Creation of value to customers and the business
•  Uses insights to make data driven decisions

Minimum Job Requirements

Education:

•  Bachelor's degree/ Diploma in Commerce (Marketing or Communication) or a related field
•  Certification in Design Thinking, Agile and Service Design would be advantageous

Experience:

•  Minimum 3 years in an e-commerce environment
•  Experience working in a medium to large organisation
•  Understanding of Online business and customers
•  Experience in Agile delivery environment would be advantageous
•  Worked across diverse cultures and geographies
•  Experience in managing multiple projects, with competing resources and priorities
•  Experience in Mobile Product Management would be advantageous
•  Experience in creating and presenting performance reports and business cas

Closing date for applications: 28th October 2021

MTN SA is an Equal Opportunity Employer

If you have not heard from us within 14 days of closure of the advert then you may consider your application as unsuccessful.