Senior Manager - Prepaid Pricing and Analytics.Consumer at MTN

JOB DESCRIPTION
Mission/ Core purpose of the Job 

• The SM CVM Pricing Analytics is responsible for supporting the GM in the identification and management of the roadmap on behalf of CVM, and will oversee the initiation and management of customer value management projects (including the design and documentation of all CVM PPP’s). This person will leverage the CVM data to support analytics of the customer base, to inform the strategy for pricing of Residential propositions.

RESPONSIBILITIES

• Translate the customer base management strategy, campaign roadmap and infrastructure upgrade projects for the Residential Segment of CBU into an operating plan that supports the overall strategy and P&L and aligns with the overall project plan. Operationally manage all CVM programmes and initiatives in the Residential Segment. Perform analytics of sales and customer data to generate models for the pricing of Residential propositions.

Key Performance Areas: 
Strategy

• Lead the strategy and creation of the CVM capability for Residential in line with the overarching CVM deliverables and goals, aligned to that of CBU.
• Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and  roadmaps, supported with strong analytics.

Delivery

• Oversee the delivery of system capabilities as required for CVM, Analytics and Pricing.
• Understand and interrogate our existing customer base within agrred definitions , which will allow us upsell and Crossell into our exisiting postpaid subscriber base with good analysis and understanding of the base we are targeting   
• Oversee the interface between CVM and Technology, translating CVM needs and requirements into requirements for IS. 
• Review and optimise existing capability and technology to enable CVM initiatives leveraging of existing capability and technology partnerships that support CVM
• Design, implement and execute the CVM Capability performance management system. Implement the measurement/monitoring of Key Performance Indicators to measure effectiveness of the systems, data and processes, with a key focus on propositions and pricing.
• Implement project management methodology life cycle that defines the five project management phases or processes: define, plan, launch, manage, and close.
• Design and implement a Process Gap Identification Framework that considers risk identification and mitigation actions in order to enhance processes and procedures. 
• Grow awareness and account for competition, identify sector trends and opportunities and feed back to Residential.

Reporting

• Present weekly/monthly reporting packs (including appropriate commentaries and analyses) for the projects/initiatives
• Ensure that all material variances from the plan are reported, followed up and resolved

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

Role Complexity:

• Financial (limits/mandates etc.)
• Define and implement targets for channel 
• Channel performance on CVM incremental revenue and margins 
• Channel performance of specific propositions and campaigns
• Churn reduction

Non-financial (customers/staff etc.)

• External vendor/partner management
• Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)
• Performance on customer metrics, specifically customer retentions and upgrades

Lateral Dimensions: 

• Creativities (improvement/innovation inherent)  
• Suggests concrete ways to improve productivity, and improve resource utilisation
• Strive to automate processes and procedures wherever possible
• Apply market research in an optimal way to continually improve processes and procedures
• Communicate results and recommendations to the relevant areas of the business to build a competitive advantage
• Recommend creative and innovative solutions to enhance MTN  performance
• Establish sound relationships with service providers and vendors and business segments
• Encourage continuous service improvement
• Implement cost-saving activities

Vulnerabilities (control span) 

• Business expectations vs. the delivery reality
• Data integrity
• Poor customer service will impact negatively on revenue
• Speed to market
• Limited resources
• Evolution of technology
• Legislative changes
• Reliance on the stability and availability of systems
• Non-achievement of turnaround times
• Inappropriate processes resulting in delayed service to clients

 
Collaboration:  
Responsibility towards:  

• Non-financial (customers/staff etc.)
• External vendor/partner management
• Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgment.
Independent thought and Judgment:

• Objectives set for teams
• Strategic input to the teams
• Dissemination of information
• Monitoring of compliance, performance and efficiency
• Budget compliance
• Resource allocation
• System, process and procedure fine-tuning and development to achieve business objectives
• Decision-making that is effective and responsible for profit and customer and business sustainability and growth
• Make decisions to drive immediate response times
• Use information to drive in-built excellence

Authorities:

• As per delegation of authority

QUALIFICATIONS
Minimum Requirements -.
Education:

• Bachelor’s degree in Business/ Commercial/Marketing or equivalent qualification 
• Honours Degree(advantageous)

Global Experience Standards (10)

• 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

Competencies

Head - Big Picture Focus (20)

• Strategy Implementers - Ensures execution of strategies through creating and implementing tactical plans for others to follow
• Decisive Problem Solver -  Has the mental agility to identify business challenges and explore effective solutions through effective influencing
• Best Practice Value Creator - Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings

Heart – Emotionally Intelligent (30)

• Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Guiding People Manager -  Is self-aware and guides team capability development through opportunity creation for realising potential
• Relationship Builder  -  Builds relationships across the business in order to influence decision-makers and build team credibility

Hands – Results Focused (40)

• Results Achiever -  Produces sustainable divisional results through ethical practices
• Operationally Astute - Sets priorities, plans, organizes and co-ordinates the work of others