Job Description
Mission/ Core purpose of the Job: (Short description)
- To bring new clients into the business by developing strategies in conjunction with marketing to persuade new customers to purchase the company's products or services.
Responsibilities
Context: (Global influences, environmental / industry demands, organisational mission, etc.)
- Fast moving industry with constantly changing business requirements and technologies
- Fluid complexities of customer expectations and demands
- Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
- Highly dynamic and fluctuating Telecommunications and ISP industry
- Total customer experience for MTN brand
- Constantly changing consumer and market needs
- Market dynamics and developments
- MTN policies, processes and procedures
- Regulatory industry norms govern MTN and partners
- Highly pressurized, deadline-driven environment
- Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
- Participative environment – highly diverse and team-focused
- Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
- Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.
Operational Planning
- Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
- Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
- Recommend ways to exploit new opportunities to grow the business further
- Provide input into the fine tuning of processes, systems and support in line with changing work practices.
Account management
- Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts.
- Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded.
- Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts.
- Manage one or more allocated accounts in line with strategy and macro-plans as defined by the managers.
- Resolve escalated issues or escalate as appropriate.
- Implement innovative promotional activities in line with Marketing requirements and guidelines.
- Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
- Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.
- Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (e.g. supply chain, billing, etc).
- Provide regular feedback on competitive threats to MTN business and advice on product/service enhancement requirements.
- Provide feedback on MTN’s risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as appropriate.
- Prepare reports on account performance as required.
- Development of Account Strategies
- Ensure Salesforce Forecasting and Hygiene
Customer Service and Satisfaction
- Build and maintain solid relationships with all stakeholders.
- Ensure on-going support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.
- Ensure all customer queries are attended to and resolved within agreed SLA’s.
- Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
- Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
- Provide advice on the best approach to reach the best results.
Quality Control
- Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
- Maintain quality standards that will enhance the customer experience and cost efficiency.
- Work consistently according to standard operating procedures.
- Analyse situations and take necessary action to ensure quality is maintained.
- Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.
Project Management
- Develop and drive the execution of agreed projects
- Drive the implementation, tracking, monitoring and compliance of Projects
- Contract management in line with Procurement Policies
- Co-ordinate project reporting
- Ensure effective implementation of the integrated project management model
- Risk management
Business Analysis
- Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
- Identify ways to fine tune policies, processes and systems in line with changing work practices
- Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
- Design, Analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
- Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
- Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
- Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
- Identify and implement innovative ways to use minimum resources to achieve maximum outputs
Supervisory / Leadership / Managerial Tasks: Refers to the responsibilities for directing, guiding, motivating and influencing others.
- Adopt a customer centric approach
- Build employee relations and collaborative teamwork
- Build professionalism, loyalty and commitment to the organization
- Communicate actively and effectively resolving any potential conflicts that may arise
- Have the self insight and flexibility to adapt to different situations
- Live the MTN Brand – change and influence employees behaviour
Lateral Dimensions:
- These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.
- Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position.
- Identify and recommend process and system improvements
- Feed information through to relevant areas of the business regarding client needs, opportunities and possibilities to improve processes, technology, quality, customer service and increase profitability
- Strive to automate processes and procedures wherever possible
- Recommend creative and innovative solutions to enhance MTN SA’s performance
- Establish sound relationships with all stakeholders
- Encourage continuous service improvement
- Implement cost-saving activities
- Actively identify new customer opportunities and liaise with relevant management
Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position. Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact.
- Ineffective delivery of product and marketing roadmaps and time to market
- Unavailable and/or uncompetitive priced P&S
- Lack of marketing support
- Service levels delivered by other areas/ external partners responsible for delivery of P&S to account customers
- Evolution of technology
- Reliance on the stability and availability of systems
- Non-achievement of turnaround times
- Inappropriate processes resulting in delayed service to clients
Collaboration: Refers to formal and informal relationships
- Responsibility towards: who are they and what do they receive from the incumbent.
- Direct reports: None
- Matrix reports: Resources allocated to special projects from other areas within the business, Support areas of business must be adequately trained and given necessary tools to develop, manage and support the products
- Key customers: MTN SA, MNS, Bids Managers, External clients
- Key suppliers: External Suppliers/Partners, Segment Managers in Marketing, Technology and IS departments
Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.
- Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making.
- Independent thought and Judgment:
- Recommend new accounts that may be profitable and sustainable
- Execute actions that have been agreed
- Dissemination of information
- Resolution of queries / problems (within parameters set by company policy)
Qualifications
Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.
Education:
- Minimum of 3 year degree/diploma
- 3 year Degree / Diploma in Commerce (Financial /Marketing / Communication) or related
Experience:
- At least 5 years of experience in the telecoms industry
- Global ICT experience advantageous
- Experience in Account Management is essential, preferably in fast moving industry
- ICT Experience (GSM) is preferable
- Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
- Experience working in a medium organization
- Knowledge of Data Services including Subsea and Terrestrial, Ethernet, MPLS, IP Transit and Hosting/Co-Location Services
- Successful Sales track record with Service provider / MNO / OTT accounts selling Data Services
- Proven understanding of important financial concepts, purchasing practices and industry specific aspects of Service provider / MNO / OTT customers.
- Demonstrated ability to influence at C-Level, network at middle management levels within customer and partner companies and provide success with relationship management
Training:
- Products and Services
- Telecommunications
- GSM technology
- Contract appreciation and business related courses
Apply Before 10/31/2025
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Responsibilities
Key Performance Areas: Core, essential responsibilities/outputs of the position (KPAs)
The Manager: External Communications will be accountable for achieving the following objectives:
- Implement communication strategies under the guidance of the Senior Manager to enhance MTN Group’s reputation and stakeholder engagement.
- Work closely with group functions such as Investor Relations, Marketing, Finance, Stakeholder Relations, and Sustainability, as well as platform businesses, to design and roll out at least five comprehensive strategic external communication campaigns on crucial topics such as Digital and Financial Inclusion, stakeholder, and sustainability initiatives.
- Develop and implement comprehensive external communication strategies that align with MTN’s Ambition 2025 strategy. Innovate in narrative construction, messaging, and audience engagement to effectively communicate globally across diverse markets.
- Support in the execution of integrated communication campaigns tailored to diverse markets and stakeholders.
- Management of day-to-day media relations, including responding to and monitoring the media relations mailbox, managing media inquiries, preparing press releases, and coordinating media briefings.
- Assist in the management of the creation and distribution of media kits, press releases, and other PR materials. Ensure accurate and consistent messaging that aligns with MTN’s strategic objectives.
- Assist in the development of high-quality content for external communication, including speeches, presentations, and thought leadership articles that align with MTN’s strategic messaging.
- Ensure content is tailored to various platforms and audiences, maintaining consistency and alignment with MTN’s overall communication goals.
- Monitor and analyze the effectiveness of communication campaigns and strategies, using metrics and KPIs to assess impact and identify areas for improvement.
- Prepare reports on media coverage, campaign results, and public relations activities, providing actionable insights to senior management.
- Support in the preparation and management of crisis communication materials and strategies.
- Actively participate in issues scanning, analysis, and tracking to anticipate and mitigate potential matters impacting MTN’s reputation and brand.
- Coordinate the planning and execution of communication events such as press conferences, public announcements, and media briefings.
- Evaluate the impact of communication campaigns and events to ensure objectives are met and identify areas for improvement.
- Monitor and report on the effectiveness of external communication initiatives.
- Stay updated with the latest trends in external communications and public relations to bring innovative ideas and practices to the team.
- Provide insights and recommendations for enhancing the strategic communication approaches based on analytics and stakeholder feedback.
- Work closely with other departments and business units to ensure seamless integration of communications strategies.
- Provide communications support and advice to enhance MTN’s corporate affairs and sustainability initiatives.
Key Deliverables
- Develop strategic communication campaigns annually under the guidance of the Senior Manager, aimed at enhancing MTN Group’s reputation and stakeholder engagement.
- Support the execution of integrated communication campaigns tailored to various markets and stakeholders, ensuring strategic alignment and coherence.
- Organize and conduct regular coordination meetings and workshops that result in demonstrable improvements in communication practices and increased synergy among Opco teams.
- Collect, analyze, and report communication performance data from each platform/function, providing actionable insights that lead to strategic adjustments and enhancements.
- Support the delivery of external communication strategies and action plans.
- Assist in the management of online and social media reputation tactics.
- Ensure alignment of department activities with strategic objectives and budget constraints.
Role Dependencies
- Working across functions, businesses, and markets
- Deep understanding of the MTN business strategy
- Accuracy and detailed orientated
- Timely recommendations for decision-making and rapid response
Qualifications
Education:
- Degree in Communications, Journalism, Public Relations, or a related field. Postgraduate degree would be advantageous
- Relevant certification / accreditation / membership with professional body as required for role
Experience:
- Minimum 5 years’ experience in a similar role.
- Relevant sector, industry, or area of specialisation experience (understanding emerging markets advantageous).
- Worked across diverse cultures and geographies would be advantageous.
- Experience working in a medium to large organization would be advantageous.
Competencies:
- Motivated self-starter
- Excellent communicator, strong writer with presentation and organisational skills
- Strong organizational and project management skills.
- Business acumen to understand business risk and challenges, and recognise corporate opportunities
- Proficient in handling digital communication platforms.
- Decisive Problem Solver, Innovative Value Creator, Results Achiever, Operationally Astute
- Culture and Change Champion, Relationship Builder
- Ability to work effectively under pressure and manage crisis situations.
Apply Before 10/31/2025
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