Specialist - Online Search Commercial Operations SA at MTN

Responsibilities
Strategy Execution

• Assist to execute a strategic roadmap that achieves growth, user engagement and monetization.
• While engaging with varying parts of the business prepaid / postpaid / digital / CVM to align, enable business as well as drive new features based on data and customer research
• Ensure tracking of success of features in terms of conversion and ROI.
• Implement and launch new products features
• Use market and competitive analysis, business goals, and technology capabilities to review opportunities
• Work with other channel specialists to understand what features are being on which channels and how the journeys are being done

Operational meetings

• Assist in the preparation and contribution to the Review and Retrospective Forum meetings and participate in the demonstration of delivered work and progress made (bi-weekly / weekly)
• Assist in the preparation and contribution of key insights for the Consumer online channel in the weekly Round Up Forum to facilitate decision making
• Lead in “Stand Up” meetings to orientate the team for the upcoming day’s work
• Participate in any other cross-functional operational meetings

 Customer Experience

• Bring customer experience into every decision supported by data
• Listen and ask questions to understand our customers’ needs
• Support every App journey through exceeding world class customer experience standards
• Complete ownership of the App growth strategy and adoption – while working closely with other online channel owners
• Assist in migration of customers from traditional physical engagements and older self-service channels onto the App.
• Drive revenue, 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

Performance

• Review and manage SEM metrics and KPI’s for successful partnering with Online Channels and Products and track performance against BRIGHT Strategy targets.
• Collaboratively work with Senior Manager and Managers to develop Search Engine Marketing strategies in response to deviations from KPI’s to self-correct and remain on track.
• Collaboratively work with Senior Manager and Managers to create and monitor plans for near-term and long-term target realisation.

Report Generation

• Using data to generate insights, help with prioritization of the roadmap and areas of focus
• Develop and submit reports to facilitate decision making
• Report to the Manager: Online Search on progress made against measurement metrics
• Provide detailed progress reports both at sub-functional and functional level

Escalations

• Drive escalations that have significant impact on App delivery
• Advise management of issues that will result in significant time, scope, employee/customer or cost impacts, if not resolved
• Contribute towards providing recommendations to issues to remain compliant with framework of operation

Governance, Policies and Procedures

• Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned
• Oversee and ensure the establishment of systems and practices in order to comply with best practices, legislation or other regulations and guidelines
• Raise and escalate issues affecting portfolio and governance as appropriate
• Develop and implement processes and systems to enhance effectiveness and ensure achievement of Commerce targets
• Review and identify key risks, issues, and dependencies and set mitigation actions

People Leadership/ Management

• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
• Create and implement personal development plans
• Define the divisional KPAs and KPIs that will be cascaded down to each area
• Manage Performance and identify training needs. Coach and guide subordinates
• Enable and model healthy employee relations and collaborative teamwork
• Manage diversity, develop, and embed an Employment Equity plan for the business area
• Contribute to building a culture  of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Act as an ambassador for the  Online & Telesales team by living the Brand values and vital behaviours and changing and influencing employees’  behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice

Qualifications
Education

• 3-year tertiary degree (Computer Sciences, Analytics, Marketing) 

Experience 

• Minimum 4 years of Search Engine Marketing (SEM)
• Experience analysing data, finding insights and presenting the findings to internal and/or external stakeholders
• Proficiency in using Microsoft Word, Excel and PowerPoint
• Proficiency in a corporate analytics system such as Omniture, Google 360,
• CoreMetrics or Webtrends.
• High Proficiency in Google Tools such as Marketing Platform, My Business, Merchant Center, Tag Manager, Search Console & Data Studio.