Senior Manager at MTN

Job description

Mission/ Core purpose of the Job:

The Senior Manager, Campaign and Commercial Ops, is responsible for developing and implementing the Customer Value Management (CVM) operations strategy. This encompasses the implementation and management Customer Value Management campaigns and provision of sound operational governance within CVM and across channels implementing CVM initiatives.

The SM Campaign and Commercial Ops plays a key role in ensuring the CVM campaigns are executed by planning, forecasting for CVM with close collaboration to understand risks and opportunities and take proactive steps to mitigate risks and/or pursue opportunities.

Key Performance Areas:

Strategy

• Lead the creation of the CVM Ops strategy in line with the overarching CVM deliverables and goals
• Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and   roadmaps
• Consider future consequences of actions on the viability of the CVM initiatives. Discuss the current environment and how this   will impact CVM both now and in the future

Delivery

• Lead and drive towards the implementation of a campaign execution model across all channels
• Design, implement and execute the CVM Ops service performance management system. Implement the measurement/monitoring of Key Performance Indicators to measure effectiveness of the campaign execution.
• Design and lead the implementation of quality management measurement/monitoring within all channels/customer service
• Design and execution of a Continuous Improvement Strategy, Framework & Process for the channels and customer service
• Provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Create a communication strategy for the Channel/Customer Service management, supervisors, agents, temporary staff and all other Channel/Customer Service personnel, cascading CVM-related information as relevant. This includes, but is not restricted to new CVM campaigns, new projects, technology implementations, deals, promotions, etc.
• Grow the overall CVM revenue contribution from the Channels/Customer Service and motivate Channel/Customer Service staff to achieve this same goal.
• Provide Input into the stock forecasting for channels and ensure adequate stock for CVM related campaigns.
• Ensure adherence to legal and regulatory requirements e.g data privacy when executing CVM campaigns
• Grow awareness and account for competition, identify sector trends and opportunities and feed back to CVM management as well as MTN SA management.

Reporting

• Present weekly/monthly reporting packs (including appropriate commentaries and analyses) for the campaigns executed
• Ensure that all material variances from the plan are reported, followed up and resolved
• Prepare/compile agreed periodic campaign activity and performance reports for CVM Deep Dives/Campaign Governance Forums
• Provide campaign schedule/forecast to CVM Postpaid and Prepaid.

Capability

• Provide input into the CVM technology projects and initiatives, specifically inbound marketing capability
• Supervisory / Leadership / Managerial Complexity:
• Build and manage a high performing team by providing leadership, role clarity, training and
• career development
• Source, induct and manage talent in accordance with legislative guidelines
• Ensure open communication channels with staff and implement change management interventions where necessary
• Provide definition of roles, responsibilities, individual goals and performance objectives for the team
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
• Develop and implement a training plan in order to build and develop skills within the team
• Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive continuous improvement philosophy through the knowledge transfer plan
• Performance manage resources in accordance with HR policy and legislation where necessary
• Actively participate in leadership team and develop skills of own team
• Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to governance

Minimum Requirements:

Education:
Bachelor’s degree in Business/ Commercial/Marketing or equivalent qualification
Honours Degree(advantageos)

Experience:

• Management track record of 5 years or more, with at least 3 years in relevant sector/industry
• Experience in continuous improvement through the implementation of best practices 3-5 years of relevant experience in telemarketing and retail operations
• Experience in Compliance Operations within a Telco
• Demonstrated leadership in Channel/Customer Service environments of a large corporate or franchised Telesales/Customer Serviceer
• Experience in Telesales/Customer Service operations management
• Prior experience of mobile industry
• Demonstrated ability to influence management level staff in group and 1:1 situations
• Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level