Specialist - Recharges Commercial Operations SA at MTN

Job Description
Strategy Execution

• Assist to manage and 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 each feature 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

Customer experience

• Develops deep understanding of customer needs/insights for the development of online platforms business products and services
• Supports to ensure competitive analysis of the recharges experience for the business product and services domain
• Drive continuous improvement of our business products and services experience based on deep analytics and insights
• Ensure the platform user experience substantiates our brand differentiation strategy
• Support platform design activities and be obsessed with improving the Online user experience.

Commercial Online Capabilities

• To support recharges technology roadmap and provides requirements for channel experiences
• Understands the product strategy and roadmap and co-ordinates with key cross function stakeholders
• Supports detailed requirements gathering and detailed designs of core capability
• Understands business models for investment assessment
• Supports detailed TNPS analysis
• Ensures that appropriate commercial overviews, business models and processes are in place for any Recharges product or service investment
• Supports international markets Online execution
• Manages the tracking of business benefits delivered by business roadmap implementation
• Supports the development of the relevant business cases to back up market deployments or extensions of capabilities

Performance tracking

• Implement a robust reporting framework to include the definition of a KPI dashboard to monitor the overall health and track the achievements of the business product and
• services roadmap, business benefits and ensure delivery is on time, within scope and budget
• Monthly input to team leader & other key decision-making bodies
• Delivery tracking of business products and service into market
• Control and manage any allocated product budget and ROI

Leadership and teamwork

• Champion of change, positioning the Online Channel’s way of working as a model for customer led, brand experience, new company culture and organizational development
• Create a high level of employee engagement to deliver the leading customer experience in MTN
• Actively manage relationships and alignment with Technology and specifically the Customer Business Units
• Manage relationships with key suppliers where required
• Forge a close working relationship with local management teams
• Thought leadership to develop a Best in Class Customer Online experience

Innovation and change

• Supports the drive for innovation in business product and service delivery low to high impact initiatives
• Take a deep interest in new technologies and emerging global service delivery trends and their relevance to MTN’s Online Channel approach
• Supports development and testing of proof of concept business products and services to enhance the customer experience
• Drive continuous improvement programmes for business products and services

Communication

• An articulate and persuasive communicator with the ability to forge effective working relationships quickly and across stakeholders
• Perceived as deeply knowledgeable and manages effectively “up”, “down” and across virtual teams
• An effective collaborator who effects improvements through influence and persuasion

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 (biweekly
• / 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

Escalations

• Resolve escalations that have significant impact on Recharges
• 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

People & Culture Management

• Enable and model healthy employee relations and collaborative teamwork
• 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 Channels 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
• Take ownership of own personal development plans. Maintain self-development and knowledge in all required areas through learning as well as through Yello world research,
• attendance at handset manufacturers workshops and demonstrations, studying POS materials and Yello Trader and research on MTN website, GSM arena, etc.
• Identify own as well as functional training needs and liaise with Marketing and Training to ensure that internal and external sales teams (non-owned stores) are trained and
• skilled to engage with customers and utilise systems and sales tools effectively

Report Generation

• Develop and submit reports to facilitate decision making
• Report to the Product Manager on progress made against measurement metrics of Recharges
• Provide detailed progress reports both at sub-functional and functional level

Responsibilities
Strategy Execution

• Assist to manage and 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 each feature 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

Customer experience

• Develops deep understanding of customer needs/insights for the development of online platforms business products and services
• Supports to ensure competitive analysis of the recharges experience for the business product and services domain
• Drive continuous improvement of our business products and services experience based on deep analytics and insights
• Ensure the platform user experience substantiates our brand differentiation strategy
• Support platform design activities and be obsessed with improving the Online user experience.

Commercial Online Capabilities

• To support recharges technology roadmap and provides requirements for channel experiences
• Understands the product strategy and roadmap and co-ordinates with key cross function stakeholders
• Supports detailed requirements gathering and detailed designs of core capability
• Understands business models for investment assessment
• Supports detailed TNPS analysis
• Ensures that appropriate commercial overviews, business models and processes are in place for any Recharges product or service investment
• Supports international markets Online execution
• Manages the tracking of business benefits delivered by business roadmap implementation
• Supports the development of the relevant business cases to back up market deployments or extensions of capabilities

Performance tracking

• Implement a robust reporting framework to include the definition of a KPI dashboard to monitor the overall health and track the achievements of the business product and
• services roadmap, business benefits and ensure delivery is on time, within scope and budget
• Monthly input to team leader & other key decision-making bodies
• Delivery tracking of business products and service into market
• Control and manage any allocated product budget and ROI

Leadership and teamwork

• Champion of change, positioning the Online Channel’s way of working as a model for customer led, brand experience, new company culture and organizational development
• Create a high level of employee engagement to deliver the leading customer experience in MTN
• Actively manage relationships and alignment with Technology and specifically the Customer Business Units
• Manage relationships with key suppliers where required
• Forge a close working relationship with local management teams
• Thought leadership to develop a Best in Class Customer Online experience

Innovation and change

• Supports the drive for innovation in business product and service delivery low to high impact initiatives
• Take a deep interest in new technologies and emerging global service delivery trends and their relevance to MTN’s Online Channel approach
• Supports development and testing of proof of concept business products and services to enhance the customer experience
• Drive continuous improvement programmes for business products and services

Communication

• An articulate and persuasive communicator with the ability to forge effective working relationships quickly and across stakeholders
• Perceived as deeply knowledgeable and manages effectively “up”, “down” and across virtual teams
• An effective collaborator who effects improvements through influence and persuasion

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 (biweekly
• / 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

Escalations

• Resolve escalations that have significant impact on Recharges
• 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

People & Culture Management

• Enable and model healthy employee relations and collaborative teamwork
• 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 Channels 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
• Take ownership of own personal development plans. Maintain self-development and knowledge in all required areas through learning as well as through Yello world research,
• attendance at handset manufacturers workshops and demonstrations, studying POS materials and Yello Trader and research on MTN website, GSM arena, etc.
• Identify own as well as functional training needs and liaise with Marketing and Training to ensure that internal and external sales teams (non-owned stores) are trained and
• skilled to engage with customers and utilise systems and sales tools effectively

Report Generation

• Develop and submit reports to facilitate decision making
• Report to the Product Manager on progress made against measurement metrics of Recharges
• Provide detailed progress reports both at sub-functional and functional level

Qualifications
Education

• Matric/Grade 12
• Tertiary education in Communications & Marketing

Experience

• Minimum of 2-3 years of experience in e-commerce
• or online platform management.
• Proven track record of successfully managing and
• optimizing digital platforms.
• Strong understanding of online recharge systems and
• processes.
• Experience with data analysis tools and reporting
• software is a plus.
• A passion for providing exceptional customer service.

Required Skills

• Able to handle pressure
• Demonstrate proficiency on all required systems
• Flexibility to travel and meet deadlines as required