Senior Manager - Inbound Product Value Management.Consumer Prepaid

Mission/ Core purpose of the Job:

To manage the Inbound Product platforms for the Prepaid base and drive the overall goal for the business. This role is inherently cross-functional and highly visible, working closely with Prepaid Segment, Sales & Distribution, and technology functional divisions and has an End-to-End accountability of Prepaid Inbound Product Management
 

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

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

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

Strategy Development and Implementation

o    Lead the formulation of the Prepaid Personalised Inbound Product strategy from a base revenue development perspective in line with the overarching business goals.
o    Ensure effective implementation of the strategy by providing direction, structure, frameworks, models, plans and roadmaps.
o    Extensive use of inbound marketing technology platforms, data assets and offer selection algorithms to customize inbound offerings for different customer segments, increasing revenue development effectiveness and boosting ASPU.
o    Work with technology team to build datamarts and features to integrate with the existing campaign management tool to drive business goals. 
o    Build and maintain productive and trusting relationships within the team and business partners to ensure programs are working collaboratively. 
o    Optimise acquisition and improve activity of product and services launched by the Prepaid team.
o    Introduce Personalised programs to drive activity for all services offered to the Prepaid base. 
o    Ensure operationalization of Prepaid inbound products from CVM perspective. 
o    Work closely with the outbound base management team to drive inbound product awareness and performance.  

Operational Delivery

o    Define and deliver the roadmap for inbound products offered to the Prepaid Base including commercial, analytical and capability requirements
o    Drive user engagement of all major inbound products
o    Drive the delivery of innovative new inbound products by combining standard ATL offering with personalised elements including but not limited to pricing, channel and audiences
o    Analyse commercial impact of inbound product programs on penetration, ASPU and incremental value delivered
o    Define analyses of all segments to identify opportunities to apply products and tariffs to maximize the engagement.
o    Consistent evaluation and evolution of product offerings within the inbound product catalogues in order to drive penetration and performance
o    Produce Daily/weekly performance report for all personalised inbound product offerings 
o    Drive direct marketing campaign execution with the outbound BTL and ATL marketing teams and significantly improve ROI through strong campaign management tools – operations, campaign planning, detailed design, production, test, roll-out, commercial return and evaluation.
o    Scan the base for new opportunities for Prepaid business unit

Capability
o    Excellent analytics skills for effective prepaid base management on commercial improvement programs.
o    Understanding of key metrics used in Inbound Product user acquisition and engagement funnel
o    Integrate requirements for campaign management, customer journeys, charging and provisioning platforms translating prepaid CVM objectives to the IT / Technical teams.

Performance
o    Review the team’s performance against agreed KPIs and compliance to SLAs, make recommendations for improvement and implement approved initiatives to ensure enhanced team performance
o    Create and monitor plan for continuous improvement
o    Work with Cross functional team  
 

Reporting
o    Report on a monthly and quarterly basis to management relating to progress, in accordance with the measurement metrics set by the organisation
o    Report on an ad hoc basis on specific projects as and when necessary

• Supervisory / Leadership / Managerial Complexity:  
• o    Manage and coordinate the activities of the managers
• o    Excellent team management skills to drive business
• o    Build professionalism, loyalty and commitment to the organization
• o    Display insight into leadership style and how it impacts on performance positively and negatively
• o    Ensure communication and fundamental understanding of strategy elements to all teams
• o    Ensure ongoing liaison with other areas of the business 
• o    Clarify roles for different levels of managers and operations, matching the level of expertise and results required and agreeing performance standards
• o    Build and enforce a customer centric approach  
• o    Manage Employment Equity and diversity 
• o    Coach and guide subordinates
• Live the MTN Brand values –influence employees’ behaviour

Role Complexity:

• Financial (limits/mandates etc.)
• o    Contribution to improve overall subscriber base for Prepaid And Digital Base.
• Non-financial (customers/staff etc.)
• o    Team of 2-3 resources
• o    External vendor/partner management
• o    Cross-functional stakeholder management - support from other functions (specifically but not limited to Segment, Product Marketing, Finance and Technology)
• Creativities (improvement/innovation inherent)  
• o    Share opportunities and possibilities to improve processes, technology, quality, customer service and increase profitability
• o    Suggests concrete ways to improve productivity, and improve resource utilisation
• o    Strive to automate processes and procedures wherever possible
• o    Apply market research in an optimal way to continually improve processes and procedures
• o    Communicate research results and recommendations to the relevant areas of the business to build a competitive advantage
• o    Recommend creative and innovative solutions to enhance MTN performance
• o    Establish sound relationships with service providers and vendors and business segments
• o    Encourage continuous service improvement
• o    Implement cost-saving activities
• Authorities
•     As per delegation of authority
• Collaboration (Formal and Informal Relationships)
• Responsibility towards:  
• Non-financial (customers/staff etc.)
• o    Team of 2-3 resources
• o    Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)
• o    >25 million prepaid customers
• Vulnerabilities (control span) 
• o    Business expectations vs. the delivery reality
• o    Data integrity
• o    Poor customer service will impact negatively on revenues
• o    Speed to market
• o    Limited resources
• o    Evolution of technology
• o    Legislative changes
• o    Reliance on the stability and availability of systems
• o    Non-achievement of turnaround times
• o    Inappropriate processes resulting in delayed service to clients

Role Dependencies
o    Strategic input to the team
o    Dissemination of information
o    Monitoring of compliance, performance and efficiency
o    Budget compliance
o    Resource allocation
o    System, process and procedure fine-tuning and development to achieve business objectives
o    Decision-making that is effective and responsible for profit and customer and business sustainability and growth
o    Customer relations, and engagement with stakeholders on GM level
o    Customer networking issues and GM level communications
o    Make decisions to drive immediate response times
o    Use information to drive in-built excellence

 

Job Requirements (Education, Experience and Competencies)

Education:
o    4 year University degree or equivalent qualification, preferably with analytical focus, marketing or commercial subjects
o    Post-graduate degree in an analytical or commercial field of study

Experience:
o    Min 8-10 years of relevant work experience 
o    Fluent in English & Other South African languages
o    Experience in CVM methodology, principles, capabilities, and techniques.
o    Prior experience of mobile industry and understanding of the digital marketing principles
o    Experience with research- and analytics-driven quantitative pricing techniques (e.g. choice modelling)

Competencies:
 

Head - Big Picture Focus (20)
o    Strategy Implementers - Ensures execution of strategies through creating and implementing tactical plans for others to follow
o    Decisive Problem Solver - Has the mental agility to identify business challenges and explore effective solutions through effective influencing
o    Best Practice Value Creator - Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings
 

Heart – Emotionally Intelligent (30)
o    Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
o    Guiding People Manager - Is self-aware and guides team capability development through opportunity creation for realising potential
o    Relationship Builder - Builds relationships across the business in order to influence decision-makers and build team credibility
 

Hands – Results Focused (40)
o    Results Achiever - Produces sustainable divisional results through ethical practices
Operationally Astute - Sets priorities, plans, organizes and co-ordinates the work of others
 

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!