Manager - Postpaid Segment Consumer

1 week ago

Johannesburg, Gauteng, Saudi Arabia MTN Full time

RESPONSIBILITIES

Segment Management

  • Drive the effective implementation of MTN SA's post-paid segment value propositions focussing on post-paid promotions; GTM; customer experience design, ensuring maximum market penetration, growth, and profitability.
  • Understand the relevant market and customer behavioural needs, trends and develop relevant post-paid promotions to meet those needs.
  • Manage, monitor, and optimise the customer experience internal and external of the segment at all touch points.

Governance

  • Ad-hoc, operational and tactical meeting
  • Set up / participate in ad-hoc and operational meetings.
  • Participate and provide input into tactical meetings.
  • Report at process and functional level.

Escalations

  • Manage and resolve 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.
  • Manage and provide solutions to issues that require formal resolution.

Consumer Business Operational

  • Set up and manage project status meetings.
  • Review and identify key risks, issues, and dependencies and set mitigation actions.
  • 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 Senior Manager
  • Provide input into the review of all promotions initiated,
  • Provide the necessary briefs pricing, brand, retail, CVM, training, terms, and conditions, etc within the timelines stipulated per project.
  • Review key risks, issues, and dependencies and set mitigation actions.

Performance

  • Review performance of team activities against agreed KPIs and compliance to SLAs, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
  • Create and monitor plan for continuous improvement.

Reporting

  • 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 basis on specific projects as and when necessary.
  • Operational Delivery

General:

  • Operationally execute the postpaid segment business plan, focusing on the post-paid customer promotions, 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 post-paid Customer Value Management CVM are defined, including campaign management and measurement systems.
  • Manage the implementation of marketing frameworks for post-paid segments and ensure it is increasing brand presence across the customers in this segment; and
  • Manage the segment delivery of the monthly Deal Book – Y'ello Trader ensuring the brief is finalised and communicated within the timelines provided and content is accurately represented.
  • Ensure that local post-paid customer contact rules comply within the MTN Group

Value Propositions:

  • Work inter-functionally to define the MTN SA's post-paid segment promotions focused, insights based end-to-end and collaborate within the function in bringing these value propositions to market.
  • Development of promotional propositions using quantitative and qualitative customer insights; Review and provide input into the business cases for these CVPs.

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 post-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 post-paid segment, which needs to be achieved in close collaboration with business intelligence.
  • Provide input to the product development community for MTN SA and group.
  • Ensure replication of products from the product development community in MTN SA.

QUALIFICATIONS

  • Education / Business Degree Minimum of 3-year degree/diploma qualification
  • Master's advantageous
  • Fluent in English

Work Experience

  • Min 5 years of relevant work experience in a global / multinational business environment understanding of emerging markets advantageous
  • Manager track record of 3 years or more, with at least 1 year in relevant sector/industry
  • Experience in designing customer value propositions with a focus on promotions 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

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