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. Through ou...
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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.
Driving Profitable growth for MTN Business
- Achieve new business weekly/ monthly and annual sales targets by managing and targeting new business development opportunities for new customer acquisition to MTN.
- Actively and strategically targeting new business acquisitions
- Opportunity Management through cold calling, lead generation, trade show and effective account acquisition planning (New Logos, Win-back Logos, etc)
- 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.
- Incentivised to find new business opportunities to increase Incremental Monthly recurring revenues
- Once they close the deal they hand it over to a Revenue Quota bearing sales person
Account management
- Resolve escalated issues or escalate as appropriate.
- Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
- Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
- Prepare reports on account performance as required.
- 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.
Focus on providing exceptional Customer Experience
- 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.
Ensuring Appropriate Governance and Quality control Measures
- 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
Role Dependencies:
- Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this would be additional complexity that should not be inherent in this job, but the incumbent has responsibility for. Example HR Managers having to manage an IT function.
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 Enterprise BU Internal departments especially Direct & Indirect Sales Team, Bids Managers, External clients
- Key suppliers: External Suppliers/Partners, Segment Managers in EBU 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)
- Authorities: Financial and other decision making authorities, e.g. engaging contracts with suppliers.
- As per delegated authority
- Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.
Education:
- Minimum of 3-year degree/diploma in Commerce (Financial /Marketing / Communication) or related
Experience:
- Minimum of 3 years’ experience in an area of specialisation /
- Experience working in a medium organization in Account Management as a Hunter is essential, preferably in fast moving industry
- ICT Experience is preferable
- Experience in Large Enterprise is preferable
Training:
- Products and Services
- ICT technology
- Contract appreciation and business related courses
Competencies
- Head - Big Picture Focus
- Analytical Thinker - Manages the alignment and execution of tactical activities
- Problem Solver - Assists in solving business challenges but looks to others for advice and guidance
- Operational Value Creator - Executes on innovative commercial practices and identifies areas for continuous improvement
- Heart – Emotionally Intelligent
- Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
- Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
- Relationship Manager - Builds relationships with customers and teams to uphold the MTN brand
- Hands – Results Focused
- Results Achiever - Drives team objectives and contributes to sustainability of results
- Operationally Astute - Clarifies priorities, plans, organizes and co-ordinates the work of others
- General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work, drivers license (code), vehicle (make) specific tools (e.g. dial in facility, special cell phone, etc), special clothing, environmental requirements, etc.)
- Please be specific when listing conditions, requirements, tools of trade and use of motor vehicle/ travel allowances.
- Flexible working hours
- Flexibility to travel (local)
- Constant pressure to meet extremely tight deadlines
- KPA Quality Standards/ Measures (KPI’S for job)
- Achievement of sales, retention, customer development and revenue targets for the assigned accounts
- Accurate forecasting of acquisition numbers, retention numbers and stock required within assigned accounts
- Customer satisfaction index
- CMAT targets
- Achievement of customer and internal KPA’s
- Timely reporting and the accuracy thereof
- Implementation of operational and promotional plans
go to method of application »
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.
Driving Profitable growth for MTN Business
- Achieve new business weekly/ monthly and annual sales targets by managing and targeting new business development opportunities for new customer acquisition to MTN.
- Actively and strategically targeting new business acquisitions
- Opportunity Management through cold calling, lead generation, trade show and effective account acquisition planning (New Logos, Win-back Logos, etc)
- 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.
- Incentivised to find new business opportunities to increase Incremental Monthly recurring revenues
- Once they close the deal they hand it over to a Revenue Quota bearing sales person
Account management
- Resolve escalated issues or escalate as appropriate.
- Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
- Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
- Prepare reports on account performance as required.
- 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.
Focus on providing exceptional Customer Experience
- 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.
Ensuring Appropriate Governance and Quality control Measures
- 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
Role Dependencies:
- Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this would be additional complexity that should not be inherent in this job, but the incumbent has responsibility for. Example HR Managers having to manage an IT function.
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 Enterprise BU Internal departments especially Direct & Indirect Sales Team, Bids Managers, External clients
- Key suppliers: External Suppliers/Partners, Segment Managers in EBU 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)
- Authorities: Financial and other decision making authorities, e.g. engaging contracts with suppliers.
- As per delegated authority
- Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.
Education:
- Minimum of 3-year degree/diploma in Commerce (Financial /Marketing / Communication) or related
Experience:
- Minimum of 3 years’ experience in an area of specialisation /
- Experience working in a medium organization in Account Management as a Hunter is essential, preferably in fast moving industry
- ICT Experience is preferable
- Experience in Large Enterprise is preferable
Training:
- Products and Services
- ICT technology
- Contract appreciation and business related courses
Competencies
- Head - Big Picture Focus
- Analytical Thinker - Manages the alignment and execution of tactical activities
- Problem Solver - Assists in solving business challenges but looks to others for advice and guidance
- Operational Value Creator - Executes on innovative commercial practices and identifies areas for continuous improvement
- Heart – Emotionally Intelligent
- Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
- Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
- Relationship Manager - Builds relationships with customers and teams to uphold the MTN brand
- Hands – Results Focused
- Results Achiever - Drives team objectives and contributes to sustainability of results
- Operationally Astute - Clarifies priorities, plans, organizes and co-ordinates the work of others
- General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work, drivers license (code), vehicle (make) specific tools (e.g. dial in facility, special cell phone, etc), special clothing, environmental requirements, etc.)
- Please be specific when listing conditions, requirements, tools of trade and use of motor vehicle/ travel allowances.
- Flexible working hours
- Flexibility to travel (local)
- Constant pressure to meet extremely tight deadlines
- KPA Quality Standards/ Measures (KPI’S for job)
- Achievement of sales, retention, customer development and revenue targets for the assigned accounts
- Accurate forecasting of acquisition numbers, retention numbers and stock required within assigned accounts
- Customer satisfaction index
- CMAT targets
- Achievement of customer and internal KPA’s
- Timely reporting and the accuracy thereof
- Implementation of operational and promotional plans
go to method of application »
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.
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 enterprise 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.
Driving profitable Growth for MTN Business
- Develops and executes sales strategy and tactics that maximize the company opportunity within the customer environment.
- Increase solution selling by offering clients Value Added Services
- Grow monthly recurring revenue and achieve current year SOV and Revenue Targets
- Ensure maximisation of existing contract values by increasing wallet share
- Maintain customer base by ensuring client issues have been taken care of
- Reduce churn
- Expand product offering to more customers
- Sell more value-added products into customer base
- Acquisition of new logos based on market opportunities and reduce churn in our base
- The Sales Manager will be responsible and accountable for an annual sales revenue target with significant growth in subsequent years.
- Along with sales planning, this position is responsible for accurate sales forecasting.
- He / She must have both the sales skills and technical knowledge to make presentations and lead customer discussions to advance the sales process.
- He / She must be able to lead virtual teams responsible for the delivery of customer success, customer satisfaction.
- Assist the company in shaping the future value proposition by creating unprecedented value and opportunity for defined Mobile & ICT customers.
- Build relationships within all layers of these accounts.
- Sales planning including developing and execution of business plans, as well as tracking of milestones.
- The Sales Manager will be responsible and accountable for an annual sales revenue target with significant growth in subsequent years.
- Will manage a Team of account managers
Focus on providing exceptional Client Experience
- Ensure delivery of exceptional client experience
- Conduct regular surveys to monitor Client satisfaction
- Ensure a good customer experience at all times
- Assist and resolve billing issues
- Assist with customer call tickets
- Assist with internal departments ensuring a good overall customer experience
Ensuring a Culture of Operational excellence
- Planning and Delivery of a business plan
- Alignment of all Sales activities undertaken in the unit
- Achieve forecast accuracy
- Provide input into reviewing organisational activities and assist in recommending corrective actions if necessary
- Implement the action plans from the Sales strategy and ensuring efficiency of process in all areas
- Provide feedback on the impact of solutions on other areas of the business, as well as the interdependency of units
- Ensure continuous improvement and innovation at process and procedure level within All MTN Business operational departments
- Implement methods, systems and procedures to enhance effectiveness and meet departmental goals
Operations and service enhancement
- Input into the Sales strategies for the implementation thereof
- Define, implement and input into identifying ways to fine-tune operational support methods to enhance effectiveness and meet departmental goals
- Identify and evaluate areas of improvement within the Sales department, identifying possible solutions to address deficiencies and implementing according to plan
- Ensure that all performance and key performance area standards of the function are monitored and tracked
- Ensure that all requirements are met with both customer and operational needs
- Analyse and interpret all data that interfaces directly with the division and report to the GM
- Define the development of communication objectives and plans for the Sales function that touch all point of the business
- Implement operational analysis on sales structures that support the delivery of strategy
- Implement the quality standard frameworks and ensure that high levels of quality service are maintained and that all areas operate as close to global best practice as possible
Reporting
- Identify relevant information and data for reporting purposes during departmental meetings
- Identify and interpret 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
- Provide daily, weekly and monthly reports on all activities of the section
- Feedback on any Client issues as soon as they arise and resolve
Process and Procedure Effectiveness
- Ensure that workflow continues without interruption
- Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
- Implement a high standard of housekeeping and ensure it is maintained on a daily basis to avoid any none conformance.
- Manage all risks that could be Client affecting
Manage Sales Team
- Build and maintain team to deliver on set targets and objectives
- Enable sales through internal operations by ensuring internal stumbling blocks are removed.
- Manage human resources effectively
- Motivating and developing Account Managers, Engineers and Presales staff is key in this role.
Instilling appropriate Employee Excellence
- Achieve results by using performance management and incentives
- Create an open-door policy to ensure an efficient climate
- Treat everyone with respect and equality
- Ensure pro-activeness from employees
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.
- Responsible for the management of a team which operates in a diverse environment
- Manage the department appropriately, ensuring that managers monitor attendance/absenteeism, adherence and log in time, quality, team productivity
- Ensure that the structure is functional, optimized and fully utilized relative to available resource
- Ensure that teams are optimally sized and staffed and manage and motivate performance
- Recruit, develop and retain people with outstanding skills, qualifications and potential
- Define the KPAs and KPIs to be cascaded through the department and clarify roles at various levels to match the level of expertise and results required by the business.
- Agree on performance standards
- Evaluate, assess and track performance to ensure that targets are achieved
- Coach, guide and motivate subordinates
- Understand the need to train and develop staff to be able to use resources optimally and enhance performance
- Build employee relations and collaborative teamwork
- Ensure communication and fundamental understanding of strategy elements to all affected teams
- Have the self-insight and flexibility to adapt to different situations
- Manage boundaries that separate units in order to optimise workflow
Role Dependencies:
- Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this would be additional complexity that should not be inherent in this job, but the incumbent has responsibility for. Example HR Managers having to manage an IT function.
- Interacting with all stakeholders internally & externally
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.
- Alignment of operations to best practices and standards
- Define improvement opportunities and initial schemes for customer experience enhancement
- Articulate and implementation of improved efficiencies in business processes
- Integrated service provision to other departments
- Build brand credibility
- Apply market research in optimal way to add as much value adds as possible to other areas of the business.
- Constantly identify new and innovative ways of enhancing operations, setting benchmarks which will roll out into other areas of the business
- Deploy and redeploy resources in the most effective way
- Encourage continuous service improvement
- Implement cost-saving activities
- Motivate staff through innovative interaction
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.
- Economic
- Resources
- Ineffective support / resistance from key stakeholders
- Integrity of MTN operational data
- Budgetary constraints that impact on strategies that are being devised
- Changes in South African regulatory environment
- Customer dissatisfaction
- Inappropriate processes resulting in delayed service to customers
Collaboration:
- Refers to formal and informal relationships
- Responsibility towards: who are they and what do they receive from the incumbent.
- Direct reports: 2-8
- 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: All External Clients, MTN SA Enterprise BU Internal departments especially Direct & Indirect Sales Team, Bids Managers
- Key suppliers: External Suppliers/Partners, Segment Managers in EBU 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:
- Decisions on monitoring process and quality improvements thereof
- Changes in operational strategy implementation
- Management and motivation of team
- Dissemination of information
- Implement change on a discretionary basis as presented by the GM
- Implementation of efficiencies in systems and processes
- Objectives set for the department / area / unit
- Resource allocation
- System, process and procedure fine-tuning / development to achieve business objectives
Authorities:
- Financial and other decision making authorities, e.g. engaging contracts with suppliers.
- As per delegated authority
Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.
Education:
- 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 telecommunications space
- Sales experience withintelecommunications 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 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.
- Experience in Large Enterprises is essential
go to method of application »
Responsibilities
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPAs)
Online Content Delivery
- Load Online Content on systems: Oracle/ATG across all Online Platforms
- Work with IS teams to streamline loading and update of content for Online platforms
- Work with a team of Product Owners and eCommerce and Design teams, responsible for collection and quality of product attribution and photography or samples as well as product updates for all Online environments
- Own and manage workflow for all products on the company website inclusive of products, combos, collections and style variants. Prioritize workload as required to align with Online initiatives
- Partner with Copy team and Photo Studio to ensure product enhancements are tested, signed off and implemented on time and accurately. Own web enablement of product
- Partner with eCommerce Device Management, Design and UX to continually improve the product detail page content and experience, to optimize conversion
- Work with and influence Design Studio peers to improve product imagery produced internally, providing direction on needs for site including silo, detail and environmental imagery needs to improve the product page experience.
- Assist with maintaining the partnership with vendor base and Device team on collection of product attribution and images or samples, drive timely acquisition and execution, accurate content and photography and lead change management with the team as necessary for product changes
- Support the evolution and updates to Attribute Forms by product type to continually improve both quantity and quality of data for product pages and date use by other internal teams. Ensure data is captured in ways to improve PDP accuracy and automation, site facets and filter experience, and SEO value
- Assist with the management of operational workflow tools including but not limited to Dashboard, OHNO Report, Workflow, Content Aggregator Reports, Content Needs Report, Rolling Change/Reused SKU log, SVC/Combo/Collection and PCR Workflow
- Perform product QA analysis when enhancements are made and products are added
Stakeholder Relations
- Work cross functionally and with outside sources to seek out tools or enhancements to increase team efficiency, reduce time to site and improve data accuracy
- Represent team and participate in eCommerce meetings to share insights and ensure strategic alignment. Partner with eCommerce Merchandising to understand prioritization and manage changes to workflow as needed
- Partner with internal Legal team to understand and adhere to product detail page guidelines related to fact or nutritional labels, warranties and other information required on the site
- Train team members on systems: Oracle/ATG, Cumulus, Sample Management System, Attribute submission etc
Supervisory / Leadership / Managerial Complexity: Refers to the responsibilities for directing, guiding, motivating and influencing others
Required Skills & Capabilities e.g. teaching, report writing or specific skills/abilities such as computing or the ability to work without supervision
- Passion for Online retailing, with a strong orientation in understanding and driving customer behavior
- Aware of competitive landscape and emerging trends for product pages
- Proficient in Microsoft Office
- Skill in building and maintaining solid working relationships with business partners and other team members required
- Commercial acumen
- Willing to think outside the box and challenge the status quo
- Excellent interpersonal skills including good written and oral communication, including Powerpoint presentations with proven ability to tailor messages, appropriately to the target audience
- Good understanding of the Digital landscape
Key Deliverables
- Contribution to continuous innovation of online products and services for Consumers
- Improvement of processes or tools to improve customers site experience and product conversion
- Collection, update and enhancement of company website
- Completion of tasks/ assignments within agreed time frames
- Development and maintenance of productive and effective networks in the digital community
- Collaboration with Business Units, IT & Support areas
- Efficient and effective work delivery
- Effective building & management of relationships with internal and external business partners
- Creation of value to customers and the business
Job Requirements (Education, Experience and Competencies)
Education:
- Bachelor's degree/ Diploma in Commerce (Marketing or Communication) or Bachelors’ degree in Science, Engineering or related field)
- Google Analytics certification would be advantageous
Experience:
- Minimum 3 years in an E Commerce environment
- Skill in site navigation, Oracle/ATG platform essential
- SQL report writing and execution skills essential
- CMS experience essential
- Experience utilizing workflow tools or PIM preferred
- Knowledge of web technology (DAM and CMS) preferred
Required Skills
- Aware of competitive landscape and emerging trends for product pages
- Commercial acumen
- Passion for Online retailing
- Proficient in Microsoft Office
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Job Description
Key Activities & Responsibilities
Strategic Input and Implementation
- Play a key role in defining and shaping the Digital Platforms Online Strategy (with a focus on sales) in alignment with the Consumer technical
- roadmap. This involves understanding customer needs, market trends, and competitor offerings.
- Continuously update strategy in order to manage any type of customer experience, to predict individual customers’ current needs and proactively
- meet them, ultimately producing easy, enjoyable, and fulfilling product and brand experiences.
- Manage the execution & synchronisation of product roadmaps (i.e. facilitate prioritisation)
- Digital Platform Operations Management – Digital Platforms
- Ensure the delivery of MTN Online Channel Digital Platform strategies that support the objectives of the Online Customer, ensuring it is aligned to
- the business’ long-term strategy
- Supervise a team responsible for recharging operations, customer support, and technical system management. This may include hiring, training, and
- performance management
- Deliver on execution of plan to achieve sales targets effectively
- To work with different parts of the business to deliver products and services (This would involve working on documentation, providing inputs and
- evaluation for financial business cases, defining business rules and working with customer experience teams to define and refine customer
- journeys)
- Collaborate with the marketing team to develop and execute recharging-related promotional campaigns, discounts, and offers to attract and retain
- customers.
- Provide input into the standards and set targets for platform/ system performance across the Channel area and identify the parameters for
- measurement of performance. Metrics should be benchmarked and monitored to inform this effort
- Conduct overall governance, co-ordination, evaluation and measurement of all MTN platform touch-points.
- Manage external dependencies and vendors
- Oversee the operation and maintenance of the technical systems and platforms. Ensure these systems are reliable, scalable, and secure.
- Be accountable for the oversight and approval process of all enhancements to MTN platform.
- Utilize data analytics to monitor recharging patterns, identify trends, and make data-driven decisions to improve the efficiency and effectiveness of
- recharging services.
- Develop and submit reports to facilitate decision making. Report to the Head of Digital Platforms on progress made against measurement metrics
- Provide detailed progress reports both at sub-functional and functional level
- 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 meetings/forums to facilitate decision
- making
- Identify, implement and give feedback on income generating opportunities, ensuring viable cost-benefit ratios. This may include conducting regular
- audits across all MTN Platforms and delivering improvement
Budget Management/ Cost Control
- Provide input into area budget and ensure that expenditure remains within budget parameters.
- Identify areas where money is lost and seek ways to reduce expenditure where possible.
- Report on achievement of monthly cost control targets.
- Governance, Policies, Procedures and Reporting
- Provide governance and policies to ensure that all customer facing platform activities are compliant to agreed protocols, standards and rules.
- Ensure effective implementation of (and compliance towards) legislative requirements and company policies, processes, and procedures
- Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery.
- Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on
- resources, cost and productivity
- Work consistently according to standards of accuracy, deadlines and formats
- Maintain an ongoing and thorough understanding of MTN Commercial Trading Terms & Agreement including Commission Annexure, and all
- amendments, as well as MTN standard operating procedures
- Collate and prepare relevant revenue information and sales data as required
- Where required, set up and participate in operational and tactical meetings
- Continuous Improvement
- Provide ongoing research and analysis of markets, competitors, and digital customer trends to ensure MTN’s Online Channel Strategy is best in
- class.
- Assess, develop, propose and implement new models and structures for delivering required results and service experience
- Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery
- Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own
- teams
- People Leadership /Management
- Set integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation
- Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
- 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 team by living the values and vital behaviours and changing and influencing employees’ behaviour
Responsibilities
Key Activities & Responsibilities
Strategic Input and Implementation
- Play a key role in defining and shaping the Digital Platforms Online Strategy (with a focus on sales) in alignment with the Consumer technical
- roadmap. This involves understanding customer needs, market trends, and competitor offerings.
- Continuously update strategy in order to manage any type of customer experience, to predict individual customers’ current needs and proactively
- meet them, ultimately producing easy, enjoyable, and fulfilling product and brand experiences.
- Manage the execution & synchronisation of product roadmaps (i.e. facilitate prioritisation)
- Digital Platform Operations Management – Digital Platforms
- Ensure the delivery of MTN Online Channel Digital Platform strategies that support the objectives of the Online Customer, ensuring it is aligned to
- the business’ long-term strategy
- Supervise a team responsible for recharging operations, customer support, and technical system management. This may include hiring, training, and
- performance management
- Deliver on execution of plan to achieve sales targets effectively
- To work with different parts of the business to deliver products and services (This would involve working on documentation, providing inputs and
- evaluation for financial business cases, defining business rules and working with customer experience teams to define and refine customer
- journeys)
- Collaborate with the marketing team to develop and execute recharging-related promotional campaigns, discounts, and offers to attract and retain
- customers.
- Provide input into the standards and set targets for platform/ system performance across the Channel area and identify the parameters for
- measurement of performance. Metrics should be benchmarked and monitored to inform this effort
- Conduct overall governance, co-ordination, evaluation and measurement of all MTN platform touch-points.
- Manage external dependencies and vendors
- Oversee the operation and maintenance of the technical systems and platforms. Ensure these systems are reliable, scalable, and secure.
- Be accountable for the oversight and approval process of all enhancements to MTN platform.
- Utilize data analytics to monitor recharging patterns, identify trends, and make data-driven decisions to improve the efficiency and effectiveness of
- recharging services.
- Develop and submit reports to facilitate decision making. Report to the Head of Digital Platforms on progress made against measurement metrics
- Provide detailed progress reports both at sub-functional and functional level
- 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 meetings/forums to facilitate decision
- making
- Identify, implement and give feedback on income generating opportunities, ensuring viable cost-benefit ratios. This may include conducting regular
- audits across all MTN Platforms and delivering improvement
Budget Management/ Cost Control
- Provide input into area budget and ensure that expenditure remains within budget parameters.
- Identify areas where money is lost and seek ways to reduce expenditure where possible.
- Report on achievement of monthly cost control targets.
- Governance, Policies, Procedures and Reporting
- Provide governance and policies to ensure that all customer facing platform activities are compliant to agreed protocols, standards and rules.
- Ensure effective implementation of (and compliance towards) legislative requirements and company policies, processes, and procedures
- Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery.
- Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on
- resources, cost and productivity
- Work consistently according to standards of accuracy, deadlines and formats
- Maintain an ongoing and thorough understanding of MTN Commercial Trading Terms & Agreement including Commission Annexure, and all
- amendments, as well as MTN standard operating procedures
- Collate and prepare relevant revenue information and sales data as required
- Where required, set up and participate in operational and tactical meetings
- Continuous Improvement
- Provide ongoing research and analysis of markets, competitors, and digital customer trends to ensure MTN’s Online Channel Strategy is best in
- class.
- Assess, develop, propose and implement new models and structures for delivering required results and service experience
- Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery
- Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own
- teams
- People Leadership /Management
- Set integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation
- Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
- 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 team by living the values and vital behaviours and changing and influencing employees’ behaviour
Qualifications
- 3 year Degree / Diploma in Commerce
- (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 large organization
- Experience in the telecommunication industry, advantageous
- Worked across diverse cultures and geographies is advantageous
- Experience in platform and channel management
- Experience in managing multiple projects, with competing resources and priorities
Skills:
- Must have a strong sense of entrepreneurial spirit and ownership of projects
- (Computer Sciences, Analytics & Marketing)
- Fluent in English
- Knowledge of online products and relevant sales tools and processes
- Design thinking, Agile Certified & Service Design and any other relevant certification / accreditation / membership with professional body(ies) may be advantageous
Required Skills
- Design thinking, Agile Certified & Service Design
- Knowledge of online products and relevant sales tools and processes
- entrepreneurial spirit and ownership of projects
go to method of application »
Responsibilities
Key Performance Areas
Key Tasks:
Project Execution Planning:
- Responsible for the project execution planning of national fixed line projects including the scheduling of project resources required to meet and exceed project targets.
- Responsible for obtaining the project implementation deliverables including order specifications and milestone target dates from Project Manager
- Allocation of planned work, together with the TFLS Regional Managers, to appointed contractors/suppliers in accordance with contractual obligations.
- Ensuring the communication plan between the various stakeholders are defined
- Where possible, attend project kick-off meeting to clarify complete corporate customer requirements and deliverables pertaining to fixed line infrastructure including Fibre, Microwave and Fixed Wireless mediums such as Fixed LTE,5G, etc.
Project Execution Management:
- Accountable for end-to-end implementation of all approved BU orders at a national level.
- Accurate issuing of Purchase Requisitions for equipment and / or Services compared against the customer contract (Procurement).
- Ensure that FTTx and Microwave transmission links are supplied to EBU and National Wholesale Customers within agreed target dates and quality standards.
- Monitor all output related workflow actions and ensure that they are completed in accordance with the project plan dates.
- Monitor all input related workflow actions by contractors and ensure they are completed promptly in accordance with the project plan dates and contracted SLAs.
- Management of project costs (CAPEX budget)
- Project documentation to be maintained.
- Reverse Logistics to be effectively managed e.g. decommissioning of a PTP link where relevant equipment to be placed back into the warehouse and re-purposed for re-use.
Project Risk Management:
- Proactively identify quality and schedule delivery risks and generate risk mitigation alternates for the Project Manager.
- Apply active operational decision-making in the best interests Business Unit Customers
Project Reporting:
- Provide weekly project progress reports.
- Occasionally provide implementation feedback to Project Manager on ad-hoc basis.
- Ensure the supply of accurate and good quality reports.
- Provide input to required reports for TFLS Management and Executives (whether internal reporting and / or escalation reports to Business)
Project Stakeholder Management:
- Collaborate and liaise with the other departments and work streams in order to assist in the facilitation of a seamless integration of all relevant access technologies
- Ensure that suppliers/contractors espouse MTN values.
- Attend all meetings involving scope change and communicate impact thereof.
- Effective escalations to relevant stakeholders (sales person, line manager, etc.)
Project Close Out:
- Attend project close-out meetings to confirm deliverables pertaining to transmission and radio access infrastructure are in accordance with customer requirements and deliverables.
- Efficient order close out to ensure soonest possible realisation of revenue.
- Special Projects and Support:
- Assist with managing special projects within the Technical Enterprise Project department as and when required.
- Assist head office during tender evaluations.
- Assist BUs and head office staff in responding to incoming RFPs.
- Assist in the POCs and field trials of new supplier solutions.
- Assist Project Managers and Process analysts in process optimisation initiatives.
Qualifications
Education:
- Standard 10 (Matric) and N6, S4 or equivalent National Diploma in Electrical Engineering, Telecommunications or IT.
- Prince2 Practitioner Certification (preferred), PMP or Certificate in Project Management from a recognized institution
Experience:
- Minimum of 5 Years experience in the telecommunication industry (preferably in the Radio & Transmission Implementation environment).
- Sound project management experience will be advantageous.
Method of Application
Use the link(s) below to apply on company website.
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