Manager - Indirect Channel Online Enterprise Business Unit

Job title : Manager - Indirect Channel Online Enterprise Business Unit

Job Location : Gauteng, Johannesburg

Deadline : May 11, 2025

Responsibilities

Key Tasks

• Ensure all team members are aligned in the online data collection requirement and POPI compliance.
• Develop, implement, track and optimize online marketing campaigns across all digital channels.
• Oversee online lead management process and maximize online platforms to generate leads.
• Achieve sales & revenue targets annually for the online channel.
• Use analytics and data to support recommendations for more online campaigns.
• Track online conversion rates and recommend improvements.
• Measure and report performance of all digital marketing campaigns, and assess against goals (ROI and KPIs).
• Brainstorm new and creative online growth strategies (Innovation).
• Collaborate with internal teams (Commercial) to create online journeys and optimize user experience.
• Instrument conversion points and optimize user funnels.
• Implement online marketing tools and strategies and lead integrated digital marketing campaigns from concept to execution.
• Utilize strong analytical ability to evaluate end-to-end online customer experience across multiple channels and customer touch points.
• Prepare accurate reports on our marketing campaign’s overall performance.
• Plan and execute all web, SEO / SEM, database marketing, email, social media, and display advertising campaigns.
• Complete digital marketing department operational requirements by scheduling and assigning employees and following up on work results.
• Create and implement regular online campaigns. Collect email addresses using a variety of means and customer information for email blasts of online campaigns.
• Develop digital marketing teams by providing information, educational opportunities, and experiential growth opportunities.
• Develop agreed plans for all accounts and utilize these with the regional sales team, Partners, and channels.
• Provide input into overall online strategy.
• Achieve all online growth targets in line with EBU growth plans.
• Actively and strategically target new business acquisitions through the online channel.
• Manage opportunity through developing online channel campaigns.
• Provide input into operational and promotional planning to ensure revenue growth within the online channel.
• Monitor growth opportunities through competitor activity scanning and provide feedback to the business for further development.
• Provide input into the fine-tuning of processes, systems, and support in line with changing work practices.
• Implement revenue-generating initiatives for acquisition and retention for the online channel.

Customer Satisfaction

• Ensure delivery on customer-specific strategies across the online channel.
• Ensure effective delivery for excellent customer experience in the online channel.
• Oversee the establishment of SLAs with customers, manage output, and ensure reporting on delivery and sustainability through SLA management and reporting functions across the online channel.
• Put contingency plans in place to prevent delays and enhance the customer experience for the online channel.
• Adopt a proactive approach to prevent future problems.
• Initiate change to continually improve all aspects of service delivery.
• Identify trends/patterns related to online customer requests and needs and filter this information through to relevant areas of the business to continually improve service delivery.

Reporting

• Report on results for the area, including periodical activity, budget compliance, and feedback reports to the business and key stakeholders.
• Ensure ongoing communication to critical stakeholders within EBU and with CMO Marketing, Partners, Technology and Network, IS, and Finance.

Account Management

• Resolve escalated issues or escalate as appropriate.
• Increase MTN’s brand presence continuously by enhancing MTN's influence within the online space.
• Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
• Prepare reports on Partner account performance as required.
• Monitor growth opportunities through competitor activity scanning and provide feedback to the business.
• 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.

Focus on Providing Exceptional Customer Experience

• Ensure all escalated customer queries are attended to and resolved within agreed SLAs.
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
• Consider the implications of actions taken for the customer and the effect on the customer.
• Provide advice on the best approach to achieve optimal results.

Ensuring Appropriate Governance and Quality Control Measures

• 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.
• Analyze situations and take necessary action to ensure quality is maintained.
• Seek feedback from clients/stakeholders and continuously seek ways to improve quality and customer service standards.

Project Management

• Develop and drive the execution of agreed projects.
• Drive the implementation, tracking, monitoring, and compliance of projects.
• Contract management in line with Procurement Policies.
• Coordinate project reporting.
• Ensure effective implementation of the integrated project management model.
• Allocate the right customers to the right staff.
• Motivate staff through innovative actions.
• Build brand credibility.
• Build future business plans.
• Recommend innovative solutions to enhance sales.
• Make continuous improvements at system, process, and procedure levels.
• Identify innovative ways to use minimum resources to achieve maximum outputs.
• Identify and exploit new opportunities to grow new business.
• Proactively seek information on business issues, particularly outside the scope of the area which may impact results.
• Implement cost-saving activities.
• Recommend innovative solutions to enhance MTN performance.
• Ensure continuous improvements at system, process, and procedure levels, in alignment with EBU.
• Streamline the channel according to MTN strategy, economic conditions, and market pressures to optimize revenue.
• Network extensively and establish sound relationships with all stakeholders, including external service providers.
• Proactively encourage and maintain executive relationships.
• Utilize business intelligence to identify trends and risks for MTN.

Leadership and Direction

• Lead the definition and sizing of target market, customer base, and key alliances and partnerships.
• Identify, evaluate, and structure key partnerships and alliances to ensure continued financial health and maximum value creation.
• Build and manage a highly talented solution sales team, focused on driving adoption and market penetration.
• Prepare and provide regular business reviews to channels regarding strategic initiatives and overall sales performance against goals. Highlight successes, challenges, roadblocks, and actions.
• Hold direct reports accountable for achieving business plans and take corrective actions where necessary to ensure achievement of business objectives.

Business Analysis

• Identify ways to fine-tune policies, processes, and systems in line with changing work practices.
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems.
• Identify business improvement and optimization opportunities that will enhance process performance.
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs.

Supervisory / Leadership / Managerial Tasks

• Recruit, develop, and retain people with outstanding skills, qualifications, and potential.
• Define the Team KPAs and KPIs that will be cascaded to each member.
• Performance management and identification of training needs.
• Drive a culture that embraces and lives the MTN brand values, ensuring compliance across the channel.
• Accountable for a customer-centric culture and shift to legendary service provision.
• Build talent by identifying and developing new leaders for the respective environment.
• Employee relations and collaborative teamwork.
• Manage Employment Equity and diversity.
• Coaching and guidance of subordinates.
• Build professionalism, loyalty, and commitment to the organization.
• Communicate actively and effectively, resolving any potential conflicts that may arise.
• Integrate various activities of the division.
• Manage contributions and expectations of external service providers and stakeholders.
• Display insight into leadership style and its impact on performance positively and negatively.
• Ensure communication and fundamental understanding of strategy elements to all affected teams.
• Ensure ongoing liaison with other areas of the business.
• Clarify roles for different levels of managers and operations, matching the level of expertise and results required and agreeing on performance standards.
• Review staff performance management, evaluating, assessing, and tracking performance to ensure objectives and targets are achieved.
• Understand the need to train and develop staff to use resources optimally and enhance performance.
• Build and enforce a customer-centric approach.
• Build employee relations and collaborative teamwork.
• Live the MTN Brand – change and influence employees’ behavior.

Education

• Minimum of 3-year tertiary education (Sales / Financial / Marketing / Communication).

Experience

• Manager track record of 5 years or more managing; with at least 3 years in a relevant sector/industry.
• 3 years in Retail Channel.
• At least 5 years of sales experience in managing sales teams and developing channels (e.g. Sales Manager, consulting) with exposure to national and international trends and strategy.
• At least 5 years of leadership experience in a Sales Manager position in fast-moving technology-intensive industries.
• Business planning experience.
• Worked across diverse cultures and geographies advantageous.
• 3 years of proven experience in building channels and developing channel strategies, preferably Retail Channels.
• Sales / Retail / Business Development experience.