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MTN Group Limited entered the telecommunications scene at the dawn of South Africa’s democracy, in 1994. In 1998, we began our expansion by acquiring licences in Rwanda, Uganda and Swaziland. Since then, we continued to grow, with a view of bringing world-class telecommunications and digital services to markets across Africa and the Middle East. Throug...
Mission/ Core purpose of the Job:
The GM: Customer Experience Management will report to the Executive: Customer Experience SA at MTN. The position is primarily responsible for the design and implementation of the Customer Experience Design and Management Strategy within the area.
The General Manager will lead the customer analytics & reporting of the customer experience design. Responsible for business planning, setting policies, frameworks, budget management, performance maximization to meet overall strategic objectives
The position will interface with Opco stakeholders, MTN SA stakeholder and consumer divisional heads in order to ensure effective and efficient operations within Customer Experience.
Key Job Responsibilities:
- Customer Experience Design Strategy Execution
- Strategic Meetings
- Escalations
- Consumer Business Operational
- Consumer Business Tactical
- Performance
- Reporting
- Budgets
- Customer Experience
- Customer Analytics & Reporting
Minimum & Preferred Requirements:
- Bachelor’s degree in Business Degree/Marketing
- Post graduate qualification is preferred (Honors or MBA)
Work Experience:
- 10 – 12 years of relevant work experience
- Experience working in a global/multinational enterprise (understanding emerging markets advantageous)
- Senior management track record of 5 years or more; with at least 3 years in relevant sector/ industry as per relevant role
- Experience in leading change / transformation (Consumer Insight)
- Experience in continuous improvement through the implementation of best practices
Any other specifications:
- Attitude of Innovation, inventiveness & thought leadership
- Understanding of marketing processes in telecom industry
- Global mindset to service worldwide operations
- Understanding of customer experience strategies and future thinking
- Worked across diverse cultures and geographies
Knowledge:
- Complex structures
- Consumer Insight best practices and trends
- Decision making processes
- Entrepreneurial approaches
- Financial / Numeracy
- Operational management
- Organisational considerations
- Pan Africa multi-cultural organisations
- Project management
- Telecommunications industries
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Mission/ Core purpose of the Job: (Short description)
This role involves positioning and promoting the company Mobile & ICT value proposition, leading account managers in the development and expansion of opportunities and reinforcing existing relationships. Involves execution of the sales strategy and tactics that maximize the company opportunity within the customer environment.
Responsibilities
- Driving profitable Growth for MTN Business
- Focus on providing exceptional Client Experience
- Ensuring a Culture of Operational excellence
- Operations and service enhancement
- Reporting
- Process and Procedure Effectiveness
- Manage Sales Team
- Project Management
- Business Analysis
Qualifications
- Minimum of a 3-year Degree / Diploma in Commerce (Financial /Marketing / Communication) or related
Experience:
- Minimum of 5 years’ experience in an area of specialisation; with experience in supervising/managing others. Experience working in a medium to large organization
- Minimum 5 years' experience in managing, leading sales account teams.
- Minimum 5 years' leading a sales team with set targets in the ICT space
- Sales experience with ICT and specific examples of closing large, strategic deals.
- Must have both - the sales skills and technical knowledge to make presentations and lead customer discussions to advance the sales process.
- Strategic technical knowledge, and can succeed as a leader and mentor in a demanding and rewarding sales environment.
- Strong sales leadership skills in a teaming environment.
- Requires understanding of ICT buying cycles.
- Developing customer relationships.
- Understanding a broad range of company technologies and offering is required
- Strong skills in competitive sales and protecting the installed base as well as creating new opportunities is essential
- Ability to understand customer needs and vision from a customer management perspective, match it against the full breadth of the company's value proposition, and position it in a powerful way in order to generate budgets and close deals.
- Must have the ability to deliver business value to the account and build on customer relationships.
Training:
- Consistent training on an ongoing basis
- Product Training
- Coaching and Mentoring
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Mission/ Core purpose of the Job: (Short description)
To drive drive and grow the overall profit performance within the cluster.
Task Complexity:
Strategic Input and Aligment
- Provide input into regional Sales and Distribution strategy in line with the overarching business goals, ensuring that MTN maintains and improves its leadership positioning
Operations Managememet and Development
- Develop area operational strategy and business plan to gain and maintain market share in the region.
- Build and maintain mutually beneficial relationships with local stakeholders
- Build and develop team to deliver on set targets and objectives
- Develop and drive the execution of agreed projects an dinitatives
- Drive the implementation, tracking, monitoring and compliance of Projects
- Manage third party outsource relationships to deliver on the MTN KPIs as per SLAs and proactively manage the development and implementation of the sales strategy, projects and general management
- Promote a positive NPS score by managing team’s activities towards having positive emotional and perceived value contribution to the customers
- Ensure A&R in line with budget forecasts and estimates with respect to contract acquisition and retention spend; and average A&R across channels
- Manage Area publicity budget
- Manage the channel and distribution
- Influence Capex investment requirements within area (commercial)
- Develop strong insights, analysis and competitor footprint in the area
- Drive cross functional collaboration, synergies, alignment in area of responsibility
- Resolution of (complex) customer escalations from stores, that were not solved in-store
- Ensure delivery of sales & services in owned store environment
- Analyse store profitability and advise Senior Manager accordingly
- Custodian of Branded Sales Operations
- Day-to-day management, support and guidance to Partner Supervisor in the assigned portfolio or region
- To meet or exceed retention and acquisition targets by providing exceptional customer centric service that is geographically close to the customer
- To ensure alignment in the different MTN touch points of Planning and Promo Analysis and Integration Strategies
- To ensure efficient distribution of MTN’s products throughout the assigned territories
- Act as custodian of the Sales Operations department (Regional), managing the implementation of strategy and delivery of sales and profitability targets, plans and regional operational activities in alignment with the Channels
- Increase awareness of products and services (including mobile money)
- Liaise with marketing to ensure local marketing plan and brand management execution in the area
- Manage local stakeholder relationships including distribution partners, business partners and local leaders
- Grow and manage employee and customer NPS
Sales Managemnt
- Drive revenue and cutomer growth in key segments i.e Youth, Mass and High Vakue Customers based on area profile and opportunity
- Ensure sales growth in net connections, as well as gross revenue.
- Ensure Channel profitability
- Ensure that processes and programmes are in place to prevent and mitigate fraud and organised crime
- To achieve measurable results for channel growth and fraud reduction and risk mitigation
- Drive revenue and customer growth in key segments, Youth, Mass and HVC based on Area profile and opportunity
- Grow revenue by managing churn, upgrades, customer spend and new connections
- Grow MTN’s customer base and market leadership in all channels
- Achieve informal and formal channel targets
- Expand product presence in the area
- Roll-out trade model
Education:
- Minimum of 4 year Business Commercial qualification or related
- Fluent in English and language of country preferable
Experience:
- Minimum 5 - 8 years Commercial Management Experience
- Experience and strong understanding of the Consumer, Digital , EBU and Technology businesses
- Solid sales track record (performance against target)
- Experience with setting targets, providing forecasts and other general management reports and requirements
- Strong Sales Background
- Experience in continuous improvement through the implementation of best practices
- Understanding emerging markets advantageous
- Worked across diverse cultures and geographies
- Proven track record of commercials and business operations management in global/multinational company
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