Specialist - Youth and High Value Prepaid Marketing Consumer at MTN

Description

Task Complexity:

• Support in driving the effective implementation of MTN SA’s youth segment value propositions, GTM and customer experience design and journey, with emphasis on customer experience (internal and external), ensuring maximum market penetration, growth and profitability.
• Support in driving the effective implementation of the Youth segment roadmap.
• Take the initiative to understand the relevant customer behavioural needs, trends and develop relevant customer value propositions to meet those needs by using internal and external resource tools.
• Assist in the management, monitor and optimising the customer experience of the segment at all touchpoints.

Governance

Assist the Segment manager in the following:

• Ad-hoc, operational and tactical meeting
• Set up / participate and lead ad-hoc and operational meetings
• Participate and provide input into tactical meetings
• Run with operational requirements and feedback in project meetings
• Report at process and functional level

Escalations

• Assist in resolving escalations that have impact on critical path of service delivery
• Escalate issues that will result in significant time, scope, employee/customer or cost impacts if not resolved
• Assist in providing solutions to issues that require formal resolution
• Consumer Business Operational
• Assist in setting up and managing project status requirements and meetings
• Review and identify key risks, issues, and dependencies and set mitigation actions with the Segment manager
• Propose any operational changes to management 
• Consumer Business Tactical
• Keep abreast of global and local best practice and make recommendations on leveraging opportunities to the Segment Manager;
• Provide input into the review of all projects initiated;
• Assist the Segment manager in providing the necessary briefs (pricing, brand, retail, CVM, training, terms and conditions, etc) within the timelines stipulated per project.
• Investigate key risks, issues, and dependencies and set mitigation actions with the Segment manager.

Performance

• Drive operational and functional activities agreed against the role and teams KPIs and comply to SLAs
• Make recommendations for improvement and implement approved initiatives to ensure enhanced performance for yourself and the teams
• Create and monitor development plan for continuous improvement

Input into Operational Delivery

General:

• Support in operationally executing the segment business plan, focusing on the customer value proposition, aligned with the GTM model;
• Ensure synergy across the functional areas through effective management of inter-functional relations and activities;
• Ensure that local business requirements for key Customer Value Management (CVM) are defined, including campaign management and measurement systems;
• Support in managing the implementation of marketing frameworks for the Youth segments and ensure it is increasing brand presence across the customers in this segment; and
• Ensure that local customer contact rules are in compliance within the MTN Group;
• Ensure that operational documentation for projects are compliant (approved) by business stakeholders and loaded on share drive 

Value Propositions:

• Work inter-functionally to define the MTN SA’s Youth and prepaid segment value proposition (focused, insights based end-to-end) and collaborate within the function in bringing these value propositions to market;
• Assist the Segment manager in development of customer value propositions using quantitative and qualitative customer insights; Review and provide input into the business cases for these CVPs.
• Support the Segment manager in driving and managing the operational implementation MTN SA‘s Youth pre-paid segment value propositions, ensuring alignment to MTN SA’s overall Customer Value Proposition and MTN Group strategy.

Go To Market (GTM):

• Drive continuous improvement across the teams’ ability to leverage data to drive marketing strategy to deliver market and regionally focused experiences;
• Ensure periodic review and updates of MTN SA’s Youth pre-paid segment demographic and psychographic profile;
• Ensure alignment to GTM process, RACI and Governance implementation for MTN SA;
• Ensure quality control and maintenance of GTM artefacts (e.g. document and toolkits);
• Implement the GTM workflow / management system within the sub-function;
• Propose market research areas aimed at acquiring intelligence on the preferences and behavioural patterns of the country’s Youth pre-paid segment, which needs to be achieved in close collaboration with business intelligence;
• Support the Segment manager by investigating opportunities that will provide input to the product development community for MTN SA and group;
• Ensure replication of products from the product development community in MTN SA;
• Engage with all business stakeholders to ensure project market readiness (Analytics, Procurement, Pricing, Finance, Training, Sales, Legal, Customer Value Management and Marketing)
• Check and evaluate all marketing collateral communication is aligned to segment and proposition information is correct
• Track & report on launches and performance

Customer Experience

• Support in implementing models and metrics at MTN SA – including, but not limited to Net Promoter Score, micro-segmentation, churn, closed-loop feedback and must-win battles;
• Ensure that the blueprint for enablers to customer experience framework is suited to the Youth prepaid Segment at MTN SA – including, but not limited to, real-time customer management technologies, and network performance;
• Benchmark and monitor, in conjunction with Finance and other related departments, the local prepaid customer economics (costs to serve) and business cases to ensure optimal return on investment of activities;
• Manage local reporting, metrics and prepaid segment market insight research modelling to ensure consolidated and consistent views as it relates to the MTN Customer Experience;
• Support in driving NPS/eNPS, CLF roll-out and manage dynamics for the prepaid segment;
• Participate in the implementation of strategic initiatives locally, drive the roll out and participate in regular third party audits; and
• Understand current business rules and operations relating to Youth prepaid customer experience and recommend improvements where necessary.

Collaboration / Operational Coordination

• Provide administration and coordination support to the Segment Manager
• Evaluate situations and determine the best methods to reach defined outcomes
• Coordinate teamwork and gather people around understanding of and achievement of objectives
• Create inter-functional relationships to ensure synergy across the various sub-divisions;
• Liaise with the Brands and Communications division in defining effective channels for communicating approved initiatives aimed at creating awareness to the Youth prepaid  segment;
• Develop appropriate support materials and communication items for BU
• Ensure collaboration with other sub-functions and departments to enhance key elements of the consumer business model; and
• Ensure the team collaborates with Quality Assurance and Internal Audit teams to perform periodic quality and process audits.

Problem Identification and Resolution / Problem Solving

• Assist in identifying and assessing market trends, taking local conditions into consideration
• Address problems on a case-by-case basis, ensuring an optimal balance between the response to the situation, the cost of that response, and the core purpose of the organisation
• Deal with problem situations that arise in time and efficiently
• Follow clear and linear procedures to diagnose and solve problems that are not always obvious
• Sort, accumulate and analyse information about a particular situation or problem to assist with problem solving
• Provide information and knowledge as required to resolve problems
• Generate different options for the known problem, evaluate possible methods to resolve the problem, and select the most appropriate solution in terms of enhanced effectiveness and efficiency, and reduced cost
• Tailor solutions to suit the problem (within defined parameters)
• Take action to prevent the reoccurrence of problems
• Make use of available resources to solve the problem
• Identify external parties to assist with problem solving as required

Project Management

• Provide frameworks for projects and tasks
• Define and assign work to be done
• Control, manage and monitor all logistics
• Plan the implementation of the chosen action in terms of activities, resources, timelines, follow-up dates, etc
• Monitoring of the effective solution

Reporting

• Identify and prepare relevant information and data for reporting purposes
• Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated
• Report on a monthly and quarterly basis to management relating to progress made within this sub-division and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc/weekly/monthly basis on specific projects as and when necessary

Quality Management

• Input into the development of systems and processes to continuously identify quality constraints and improve on re-occurring problems
• Input into the establishment of systems and sound practices in order to comply with best practices, legislation or other regulations and guidelines
• Establish and maintain quality standards that will enhance the customer experience and cost efficiency
• Work consistently according to standard operating procedures
• Understand the quality standards of the job and the reason for these standards, and communicate these reasons to others
• Understand and communicate the consequences of not maintaining quality focus
• Identify processes and procedures where the quality of work may be improved
• Analyse situations and take necessary action to ensure quality is maintained  
• Seek feedback from clients and stakeholders and continuously seeks ways of improving on quality and customer service standards

Education:

• University degree or equivalent qualification (Minimum of 3 year degree/diploma qualification , preferably with analytical focus, marketing or commercial subjects
• Honours advantageous
• Fluent in English

Experience:

• At least 2-3 of relevant work experience in a global/multinational business environment (understanding of emerging markets advantageous)
• At least 1-2 years of leadership experience in similar positions, in fast-moving industries
• A strong background in marketing and communications with experience in vendor management.
• Experience in designing customer value propositions and driving the implementation of the GTM at an operational level is advantageous
• Experience in continuous improvement through the implementation of best practices
• Worked across diverse cultures and geographies advantageous
• Experience in working with Think-Cell and Power BI is highly advantageous for reporting
• Degree in any commercial discipline
• Fluent in English