Senior Manager: Channel and Platforms at MTN

Mission/ Core purpose of the Job

The Senior Manager, Channel and Platforms is part of the Customer Value Management (CVM) function in the Group Consumer Business Division at MTN. The position is primarily responsible for the formulation and rollout of Customer Value and Campaign Management Strategy in support of digital transformation across the group.

The Senior Manager, Channel and Platforms will report to the General Manager, Customer Value Management. The position will interface with Senior Opco stakeholders, Group Management stakeholders and consumer divisional heads in order to influence the strategic direction of digital transformation using Customer Value Management techniques

 Context (Global influences, environmental / industry demands, organisational mission etc.)
MTN is entering a new phase in its lifecycle. With the launch of its new strategy, Ambition 2025, the business is furthering its evolution from “telco”, to “tech-co.” The sharp focus on operational and commercial excellence has become increasing critical for success during this evolution. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The Senior Manager must therefore ensure the success in her/his role in context of:

• Rapidly changing ICT environment
• The geographic complexity of MTN’s footprint across Africa and the Middle East
• Driving growth through business intelligence and standardization to maximize business impact
• Management of customer and supplier expectations
• Enhance MTN position as a leading network and system provider
• Constant dynamics and local challenges in the economic, regulatory, and legal environments

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)

• The Senior Manager, Channel and Platforms will be responsible for the following Key Performance Areas:
• Strategy Development and Implementation
• Lead the development and implementation of a CVM sub-divisional strategy in line with overarching divisional goals with emphasis on customer experience and lifetime value
• Lead the business transformation to embed CVM principles and culture across the organization.
• Ensure effective implementation of sub-divisional strategy by means of providing direction, structure, business plans and support
• Development of the community and ongoing guidance to progress the maturity of CVM across the group via the CVM academy

Performance

• Drive CVM performance against agreed financial and non-financial KPIs across the OpCo footprint
• Create and monitor plans for continuous improvement with mitigating actions for performance gaps on agreed KPIs

Programme Management

• Set up and manage programme status meetings and project scrums
• Review and identify key risks, issues, escalations, and dependencies with mitigation actions
• Sign off / make decisions regarding operational changes
• Provide input into the review of all projects initiated
• Review key risks, issues, and dependencies and set mitigation actions
• Manage budgets and financials for CVM programs

Reporting

• Review and submit reports addressing periodic activity, budget compliance, feedback and key OpCo results to support decision making
• Prepare reports on operational performance and detailed reports on specific programmes when required
• Communicate to the senior leadership team and OpCos on the various insights through effective presentations and reports

Operational Delivery

• Create and implement CVM commercial programs in response to varying business problems arising from the OpCo footprint, aligned to best practice approaches. Programmes extend to current and future revenue growth opportunities (GSM, Digital, Fintech).
• Provide input and support into defining business requirements for key customer value management (CVM) capability development projects, including campaign management & measurement systems, channel capabilities and integration
• Work closely with project managers to ensure that progress is in line with customer value management roadmaps, any risks or issues are actioned upon timely, provide subject matter expertise where required
• Support the creation and implementation of various marketing frameworks and programmes. Develop its key inputs such as eligibility rules, arbitration prioritisation, predictive models, offer value, levers, channel capacity, previous activity performance evaluation, customer investment rules, and strategic priorities
• Support the transformation and maturity of the CVM function towards embedded principles of data-driven decisioning towards consolidated recommender systems across functional growth curves.
• Work with local CVM teams to co-create use cases in support of local business problems that are pragmatic and generate impact
• Progress the maturity of channel digitisation and adoption relative to contextual needs of the environment / OpCo.
• Manage capability requirements and implementation roadmaps in building a best-in-class CVM Ecosystem
• Interface with IT/technology to ensure that CVM systems/platforms can technically support the CVM activities including campaigns, reporting, profiling, etc.]

Requirements (Education, Experience and Competencies)
Education:

• Degree in Mathematics, Computer Science or Engineering, Statistics, economics or related commercial or science fields of study
• Post-graduate degree an advantage (preferred)

Experience:

• 5+ years of relevant work experience in a global / multinational business environment (e.g., Banking, Telecommunications) (understanding of emerging markets advantageous)
• 3 5 years of experience in a supervisory / managerial role (advantageous)
• Experience in leading change / transformation (marketing) at an operational level (advantageous)
• Experience in leading innovation and continuous improvement through the implementation of best practices
• Experience in data-driven decisioning and marketing techniques
• Experience in working in fast-paced environments across multiple geographies and contexts.
• Excellent communication and presentation skills

Technical Competencies:

• CVM methodology, principles, capabilities, and techniques.
• Digital transformation with commercial and technical understanding
• Understanding of Digital and direct marketing contribution to business strategy