Fresh Job Opportunities at MTN

Job description
Please note that this role is based in Roodepoort, Johannesburg

Mission/Core purpose of the Job:

The General Manager Value Proposition contributes to the development of the Consumer Business strategy and manages the implementation and execution of the Pricing, Voice and Core data services strategies. Responsible for business planning, setting policies , frameworks, budget management, performance maximization to meet overall strategic objectives

The General Manager, Value Proposition reports into the Executive, Value Proposition & Customer Insights and is supported by Senior Managers. The position will interface with Opco stakeholders, Group Management Service stakeholder and consumer divisional heads in order to ensure effective and efficient operations.

Education/Business Degree:

• Minimum of 4 year tertiary qualification in Marketing/Business Degree/IT
• MBA or Masters in relevant field of study (preffered)
• Work Experience:
• 10 – 12 years of relevant work experience
• Experience working in a global/multinational enterprise (understanding emerging markets advantageous)
• Senior management track record of 5 years or more; with at least 3 years in relevant sector/ industry as per relevant role
• Experience in leading change / transformation (Marketing)
• Experience in continuous improvement through the implementation of best practices (Marketing)
• Experience in Marketing leading practices and trends

Key Job Responsibilities

Operational Delivery

Strategic development

• Support the design and development of a global value proposition to drive innovation;
• Identify potential innovations / enhancements through the “Regional innovation hubs” / partnership agreements / formalized benchmarking & forums;
• Support the design of more segmented, simple and sharp value propositions;
• Support MTN Unite approach through workgroups to ensure that global design fits 80% of Opcos’ s customer needs;
• Support the Standardisation (80% global / 20% local) and replication of the global value proposition;
• Detailed standardization of the end-to-end process for implementation of a global value proposition;
• Support the development of the Go-to-Market framework to be used across all Opcos for global initiatives and any local Value proposition / product development;
• Support the development of pricing strategic guidelines, modelling tools and processes with the objective to local decision making process; and
• Support the development of capabilities across through “Pricing expert certification” and “pricing committees”.

Pricing

• Evaluate pricing model options and maintenance programs to optimise total cost of ownership (TCO) while providing future flexibility for MTN;
• Track and manage costs of network infrastructure;
• Maintain strong relationships with Infrastructure and Applications Engineering, Operations, Supply Chain, Legal, partners, vendors and suppliers to ensure clear communication, quality delivery of services and the successful achievement of Consumers Energy’s financial targets and compliance requirements;
• Support the movement across standard Information Technology processes which minimise cost, improve service delivery, and boost effectiveness;
• Explore opportunities for maximizing or exploiting unused or partially used network infrastructure to achieve full efficiency and ROI from MTN resources;
• Support the development and maintenance of operational and financial metrics. Establish support models required to achieve them;
• Conduct and report forecast / budget / contract / audit activity on a timely basis;
• Identify opportunities for volume purchasing to obtain price breaks; and
• Monitor and analyse trends in MTN spending and inventory control in order to make recommendations for the future, and to identify areas for possible savings and/or asset optimization.

Voice & Core Data

• Design strategic plans through competitive analysis, customer segmentation, and thoughtful product positioning;
• Coordinate with other business development professionals in other regions to ensure best practice for the sales engagement process;
• Promote the adoption of MTN infrastructure, virtualization, cloud, middleware, and storage technologies within the Global telecommunications market;
• Qualify, establish, and maintain a high awareness of MTN value propositions to all traditional telecommunications customers and partners; and
• Facilitate and manage reciprocal engagements with partners and customer client teams.
• PMO / Go-To-Market
• Insights-based end-to-end value propositions and Go-To-Market (GTM) strategies – (communication, pricing, product, channel, business case, launch plan, etc );
• Use the appropriate analytics, research and regular direct customer contact to generate quality insights about the segment;
• Work with the Consumer Insights as well as critical stakeholders in the business to develop new and update existing segment-centric value propositions, product bundles, and promotions for consumers;
• Develop segment-relevant partner marketing initiatives;
• Monitor and track performance of the products after launch. Liaise with Opco to collate monthly reports and compiling weekly statistics on product performance;
• Monitor segment performance against targets and against competition;
• Approve and update product information on advertisements, channels, FAQs, and on necessary POS materials for various sales channels and events;
• Develop clear, concise go-to-market strategies that drive new customer acquisition, cross-sell, and retention for each of products;
• Lead product marketing efforts and campaigns to promote the full suite of MTN’s products;
• Identify core audience segments while articulating key messaging and promotion strategies;
• Coordinate planning of communication initiatives with key stakeholders; and
• Evolve how team leverages data to drive marketing strategy and campaign development to deliver market and regionally focused experiences

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Job description

Please note that this role is based in Roodepoort, Johannesburg (Innovation Centre)

Mission/Core purpose of the Job:

The Senior Manager, Customer Experience is part of the Customer Experience Team in the Consumer Business Division at MTN. The position is primarily responsible for implementation of Customer Experience Strategy.

The Senior Manager, Customer Experience will report to the General Manager, Customer Experience. The position will interface with Opco stakeholders, Group Management Service stakeholder and consumer divisional heads (not limited to) in order to ensure effective and efficient operations.

Education/Business Degree:

• Bachelor’s degree in Business Degree/Marketing
• Post-graduate degree an advantage (preferred)

Work Experience:

• 7 - 11 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• 3 - 5 years of experience in a supervisory / managerial role
• Experience in leading change / transformation (marketing) at an operational level advantageous
• Experience in continuous improvement through the implementation of best practices
• Experience in Customer Experience

Key Job Responsibilities

Customer Experience

• Analyse customer information (inclusive of data analytics) and provide expert input into the development new models and metrics – including, but not limited to Net Promoter Score, micro-segmentation, churn, closed loop feedback and must win battles
• Implement new models and metrics – including, but not limited to Net Promoter Score, micro-segmentation, chum, closed loop feedback and must win battles
• Co-create with technology of blueprint for enablers to customer experience framework – including, but not limited to call centre technologies, real time customer management technologies, and network performance
• Benchmark and monitor, in conjunction with Finance and other related departments, the customer economics (costs to serve) and business cases per segment to ensure optimal return on investment of activities
• Manage reporting, metrics and market insight research modelling to ensure consolidated and consistent views as it relates to the MTN Customer Experience
• Implement the supplier strategy and management in conjunction with Group Procurement to drive efficiencies and best in class solutions/partners
• Drive NPS/eNPS , CLF roll-out and manage dynamics
• Ensure that the Playbook is updated / developed and manage the Opco engagement (communication, NPS and playbook) and inclusion within the yearly budgeting process
• Participate in the development of strategic initiatives, drive the roll out and participate in regular third party audits

Customer Operations

• Drive Implementation of MTN customer operations strategy for Contact Centres in conjunction with Group Procurement, partners and relevant OPCOs to e achieve the planned outcomes. (GFA targets)
• Ensure that Governance meetings with relevant partners & OPCOS are held to ensure alignment of performance to planned/expected results,
• Lead the delivery of continuous improvement and quality in the execution of the process.
• Deliver Performance, Insight and Operational reporting on a monthly, quarterly and ad-hoc basis for Senior management and decision making.
• Collaborate with stakeholders across functional departments, OPCO Work groups, for identification, optimisation (inclusive of data analytics), to drive effective and efficient operations.
• Engage / collaborate with OPCOs proactively on related customer operations matters to provide guidance, development of strategic initiatives, optimisation, impact analysis and roll out.