Account Manager - Partner.Commercial Operations SA

Mission/ Core purpose of the Job

Support and assist the Sales Manager with the implementation and management of operational and promotional plans within assigned accounts, ensuring effective delivery and support of strategy and macro-plans as defined by the Sales Manager/Senior Manager.

Context

• Fast moving industry with constantly changing business requirements and technologies
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications and ISP industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

Key Performance Areas:

Key Tasks:

Input into Operational Planning

• Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
• Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
• Recommend ways to exploit new opportunities to grow the business further
• Provide input into the fine tuning of processes, systems and support in line with changing work practices.

Account Management

• Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts.
• Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded.
• Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts.
• Provide assistance with the end-to-end management of sub-portions of the RSM’s accounts under the RSM’s supervision.
• Manage one or more allocated accounts in line with regional / channel strategy and macro-plans as defined by the channel / sub-channel / regional managers.
• Resolve escalated issues or escalate as appropriate.
• Implement innovative promotional activities in line with Marketing and channel objectives, requirements and guidelines.
• Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
• Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.
• Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (e.g. supply chain, billing, etc).
• Support in the identification of P&S information and training requirements for staff within allocated portfolio of accounts and liaise with Marketing and Training to ensure provision of effective information and training as required.
• Provide regular feedback on competitive threats to MTN business and advice on product/service enhancement requirements.
• Provide feedback on MTN’s risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as appropriate.
• Prepare reports on account performance as required.

Customer Service and Satisfaction

• Build and maintain solid relationships with all stakeholders.
• Provide on-going support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.
• Ensure all customer queries are attended to and resolved within agreed SLA’s.
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
• Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
• Provide advice on the best approach to reach the best results.

Quality Control

• Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
• Maintain quality standards that will enhance the customer experience and cost efficiency.
• Work consistently according to standard operating procedures.
• Analyse situations and take necessary action to ensure quality is maintained.
• Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.

Supervisory / Leadership / Managerial Tasks:

• Adopt a customer centric approach
• Build employee relations and collaborative teamwork
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Have the self insight and flexibility to adapt to different situations
• Live the MTN Brand – change and influence employees behaviour

Competencies

Skills / Physical Competencies:

• Planning skills – plan, prioritise, resource allocation and deliver on time
• Analytical skills – weighing up the pro’s and con’s; making sense of information
• Computer literate
• Problem solving skills
• Conflict management skills
• Communication skills
• Negotiation skills
• Presentation skills
• Ability to meet deadlines
• Project management skills
• Business acumen
• Presentation Skills

Behavioural Qualities:

• Assertive – being tough when necessary without fear or favour
• Courage and conviction – challenging the status quo and breaking down silo barriers to performance, and overcoming resistance to change
• Resilience – to repeatedly challenge despite setbacks and resistance
• Proactivity / initiative – to introduce ongoing changes to maximise productivity and influence the future
• Focused and priority driven – staying focused amidst the multiple demands and expectations
• Innovative
• Customer centricity
• Accuracy and attention to detail
• Decisive and action-oriented
• Diplomacy and tact
• Relationship builder – strong people focus
• Operate with integrity (high ethics)
• Pressure / stress tolerance
• Consultative
• Perseverance
• Team-orientation
• Ability to take initiative and work both in isolation and be a team player
• High balanced leadership
• Relationship building both internal and external
• Integrity
• Effective Communicator.
• Ability to handle fast pace and rapid change in a consultative manner

KPA Quality Standards/ Measures (KPI’S for job)

• Achievement of sales, retention, customer development and revenue targets for the assigned accounts
• Accurate forecasting of acquisition numbers, retention numbers and stock required within assigned accounts
• Customer satisfaction index
• CMAT targets
• Achievement of customer and internal KPA’s
• Timely reporting and the accuracy thereof
• Implementation of operational and promotional plans

Minimum Requirements

Education:

• Minimum of 3 year Degree / Diploma in Commerce ( Sales / Financial /Marketing / Communication) or related

Experience:

• At least 3 years of experience in the telecoms industry
• Experience in Account Management is essential, preferably in fast moving industry
• ICT Experience (GSM) is preferable
• Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
• Experience working in a medium organization

Training:

• Products and Services
• Telecommunications
• GSM technology
• Contract appreciation and business related courses

As part of MTN’s recruitment process, your personal information may be processed using secure Artificial Intelligence (AI) technology to assist with the shortlisting of candidates. This is done in compliance with the Protection of Personal Information Act (POPIA). By applying for this position, you consent to the processing of your personal information for recruitment purposes. All data will be handled securely and used solely for evaluating suitability for the role.

We are a purpose and value-led organization.

At MTN, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!