MTN, or Mobile Telephone Network, is a major multinational telecommunications company based in South Africa. Founded in 1994, it is one of the largest mobile network operators in the world and the largest in Africa. The MTN Group is headquartered in Johannesburg and listed on the JSE Securities Exchange.

Job Description

Mission/ Core purpose of the Job

• To drive the effective implementation of the Digital Product segment value propositions, and the Go-To-Market (GTM) and experience design strategies, while ensuring continuous improvement to the overall combination of services.
• To maximise market penetration, growth, and profitability, through an enhanced customer experience, in line with the Digital Product strategy, operating model and business plan.

Responsibilities

Context (Global influences, environmental / industry demands, organisational mission etc.)

• The role of Senior Manager : Digital Product operates within the following context:
• A highly competitive environment, requiring product innovation with agile delivery;
• Driven by the strategic objectives of the business unit, aligned to MTN SA;
• Control and governance in accordance with policies, procedures, legal and regulatory;
• Leading with new innovation for the segment;
• Maintaining an accurate, fit-for-purpose propositions and features;
• Alignment to the business sales, segment and operational performance.

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

Strategy Development and Implementation

• Drive the effective implementation of value propositions and GTM and customer experience design strategy, with emphasis on client experience (internal and external), ensuring maximum market penetration, growth and profitability;
• Provide direction, structure, business plans and support and ensure these are in line with the overall strategy, divisional goals, and market needs and requirements; and
• Identify required resources, personnel and funding to achieve the divisional goals.

General

• Manage the strategy execution process for the segment, focusing on the customer value proposition, aligned with the GTM model;
• Ensure synergy across the functional area through effective management of inter-functional relations and activities;
• Ensure that local business requirements for key Customer Value Management (CVM) are defined, including campaign management and measurement systems;
• Manage the implementation of marketing frameworks and ensure it is increasing brand presence across the customers in this segment; and
• Ensure that local customer contact rules are in compliance within relevant standards.

Value Propositions

• Work inter-functionally to define the value propositions (focused, insights based end-to-end) and collaborate within the function in bringing these value propositions to market;
• Review and provide input into the development of value propositions and business cases for up-to-date innovations product portfolios and offer recommendations to the general manager; and
• Drive and manage the implementation, ensuring alignment to the overall Customer Value Proposition and strategy.

Go To Market (GTM)

• Provide input into and makes recommendations to the General Manager on the development of a viable GTM frameworks (innovation, design, build and refine) targeted at the segment, ensuring alignment with strategy and driving a fast response to the market;
• 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 segments demographic profile;
• Ensure alignment to GTM process, RACI and Governance;
• 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, which needs to be achieved in close collaboration with business intelligence;
• Provide input to the product development community; and
• Ensure replication of products from the product development community.

Customer Experience

• Analyse customer information and ensure it fits with the models and metrics implemented;
• Implement models and metrics– including, but not limited to Net Promoter Score, micro-segmentation, chum, closed loop feedback and must win battles;
• Ensure that the blueprint for enablers to customer experience framework are suitable – including, but not limited to, real time customer management technologies, and network performance;
• Benchmark and monitor, in conjunction with Finance and other related departments, the local economics (costs to serve) and business cases to ensure optimal return on investment of activities;
• Manage local reporting, metrics and market insight research modelling to ensure consolidated and consistent views as it relates to the Customer Experience;
• Drive NPS/eNPS, CLF roll-out and manage dynamics;
• Participate in the implementation of strategic initiatives locally, drive the roll out and participate in regular third-party audits; and
• Understand current business rules and operations relating to customer experience and recommend improvements where necessary.

Collaboration / Coordination through Joint Design Teams

• Manage inter-functional relations to ensure synergy across the various sub-divisions;
• Liaise with the Brands and Communications in defining effective channels for communicating approved initiatives aimed at creating awareness in the segment;
• Ensure collaboration with other sub-functions and departments to enhance key elements of the consumer business model; and
• Ensure the team collaborates with Quality Assurance and Internal Audit teams to perform periodic quality and process audits.

Qualifications

Job Requirements (Education, Experience and Competencies)

Education:

• 4-year Degree / Diploma in Commerce (Marketing / Communication), Engineering and/or Information Technology, or related; and
• Masters qualification advantageous.

Experience:

• Min 7 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• Manager track record of 5 years or more, with at least 3 years in relevant sector/industry
• Experience in leading change / transformation (marketing) at an operational level advantageous
• Experience in continuous improvement through the implementation of best practices
• Worked across diverse cultures and geographies advantageous.

Competencies:

• Head – Big Picture Focus (20)
• Strategy Implementors
• Decisive Problem Solver
• Best Practice Value Creator

Heart – People & Emotional Intelligence (30)

• Culture and Change Champion
• Guiding People Manager
• Relationship Builder

Hands – Results Focused (40)

• Results Achiever
• Operationally Astute
• Collaboration (Formal and Informal Relationships)
• Key customers: Segment and Sales channels

Key partners:

• Internal functions and business units for operations, support and management
• External technology partners
• External Digital Virtual Network Operators