Manager – Postpaid Segment.Consumer

MTN Group; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading telecommunications company is seeking a Manager in Johannesburg to develop and implement strategies for the post-paid segment. This role involves identifying growth opportunities, managing customer experiences, and driving product enhancements to align with business goals, requiring a strategic thinker with strong managerial experience.

Qualifications

• 5+ years of relevant work experience in a global/multinational business environment.
• Managerial experience of 3 years with at least 1 year in telecom.
• Experience in designing customer value propositions.

Responsibilities

• Develop and implement segment strategies aligned to business goals.
• Identify growth opportunities within the segment through data-driven insights.
• Manage and resolve escalations affecting service delivery.

Skills

Analytical and problem-solving

Project management

Customer-centric mindset

Strategic thinking

Education

Minimum 3-year degree

Master’s advantageous

Tools

MS Office

Job description

To develop and execute segment-appropriate strategies to grow market share, increase subscribers and revenue within a defined customer segment aligned to the overall business goals. Drive the effective implementation of the post-paid segment value propositions with a focus on propositions, promotions, Go To Market (GTM), Route to Market strategies and experience design strategies. To ensure continuous improvement to the overall combination of products and services provided to the customer segment in order to maximise market penetration, growth, and profitability, through an enhanced customer experience. Identify growth opportunities within the segment through data-driven insights. To identify market and competitive trends to develop and refine relevant post-paid promotions, products, and propositions to match these trends, as well as develop marketing strategies to drive growth in the segments in conjunction with the relevant cross-functional areas within the organisation.

Key Performance Areas Measures (KPIs for job)

Key Job Responsibilities

Develop and implement segment strategies aligned to business goals

Identify growth opportunities within the segment through data-driven insights.

Drive the effective implementation of MTN SA’s post-paid segment value propositions, focusing on post-paid products, promotions, propositions, GTM, customer experience design, ensuring maximum market penetration, growth, and profitability.

Understand the relevant market and customer behavioural needs, trends, and develop relevant postpaid promotions to meet those needs.

Manage, monitor, and optimise the customer experience (internal and external) of the segment at all touch points. As per business plan

Governance

Ad-hoc, operational and tactical meeting

Set up / participate in ad-hoc and operational meetings.

Participate and provide input into tactical meetings.

Report at process and functional level.

Escalations

Manage and resolve escalations that have an impact on the critical path of service delivery.

Escalate issues that will result in significant time, scope, employee / customer or cost impacts if not resolved.

Manage and provide solutions to issues that require formal resolution.

Consumer Business Operational

Set up and manage project status meetings.

Review and identify key risks, issues, and dependencies and set mitigation actions.

Propose any operational changes to management.

Consumer Business Tactical

Keep abreast of global and local best practices and make recommendations on leveraging opportunities to the Senior Manager

Provide input into the review of all products, propositions and promotions initiated,

Provide the necessary briefs (pricing, brand, retail, CVM, training, terms, and conditions, etc) within the timelines stipulated per project.

Review key risks, issues, and dependencies and set mitigation actions.

Performance

Review performance of activities against agreed KPIs (including but not limited to customer acquisition, retentions, ASPU, churn, usage and NPS) and compliance to SLAs, make recommendations for improvement and implement approved initiatives to ensure enhanced performance.

Create and monitor plan for continuous improvement. As per business plan

Reporting

Report on a monthly and quarterly basis to management relating to progress made within this sub-division and in accordance with the measurement metrics set by the organisation.

Report on an ad hoc basis on specific projects as and when necessary

Review and report on post implementation performance for all implemented products, promotions and propositions. As per business plan

Operational Delivery

General :

Operationally execute the postpaid segment business plan, focusing on the postpaid customer promotions, aligned with the GTM model

Ensure synergy across all the relevant functional areas through effective management of inter-functional relations and activities.

Ensure that local business requirements for key post-paid Customer Value Management (CVM) are defined, including campaign management and measurement systems.

Manage the implementation of marketing frameworks for post-paid segments and ensure it is increasing brand presence across the customers in this segment; and

Manage the segment delivery of all monthly promotions and deal books, and platforms, ensuring that all brief are finalised and communicated within the timelines provided and content is accurately represented.

Ensure that local postpaid customer contact rules comply within the MTN Group.

Value Propositions Development :

Work inter-functionally to define the MTN SA’s post-paid segment promotions, products and propositions (focused, insights-based end-to-end) and collaborate within the function in bringing these value propositions to market.

Development of value propositions using quantitative and qualitative customer insights.

Review and provide input into the business cases for these value propositions.

Work inter-functionally with product, pricing and commercial teams to design products, promotions and propositions that meet the needs of the relevant segment.

Drive and manage the implementation of MTN SA‘s postpaid segment customer products, promotions and propositions ensuring alignment to MTN SA’s overall Customer Value Proposition and MTN Group strategy.

Go To Market (GTM) :

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 MTN SA’s postpaid segment demographic and psychographic profile.

Ensure alignment to GTM process, RACI and Governance implementation for MTN SA.

Ensure quality control and maintenance of GTM artefacts (. documents 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 of the country’s post-paid segment, which needs to be achieved in close collaboration with business intelligence.

Provide input to the product development community for MTN SA and MTN Group.

Ensure replication of products from the product development community in MTN SA.

Customer Experience

Analyse MTN SA's postpaid customer information and ensure it fits with the models and metrics implemented by MTN Group.

Implement models and metrics at MTN SA – 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 is suited to the postpaid segment at MTN SA – 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 post-paid customer economics (costs to serve) and business cases to ensure optimal return on investment of activities.

Manage local reporting, metrics and post-paid segment market insight research modelling to ensure consolidated and consistent views as it relates to the MTN Customer Experience.

Drive postpaid NPS and manage dynamics for the postpaid segment.

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 post-paid customer experience and recommend improvements where necessary.

Manage inter-functional relations to ensure synergy across the various subdivisions.

Liaise with the Brands and Communications division in defining effective channels for communicating approved initiatives aimed at creating awareness in the post-paid 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.

As per business plan

MTN Policies and Procedures

Stakeholders Landscape

Internal Stakeholders : Interaction and Relationship Chief Consumer Officer

Customer Experience sub-division

Business Intelligence and Planning sub-division

Brand and Communications sub-division

Consumer Operations sub-division

Product Development Board

Demand Management Committee

Governance Forums

External Stakeholders : Interaction and Relationship Not Applicable

Discretionary Space (if applicable)

Decision Making Constraints : Not Applicable

Authorities : Staff recruitment in line with policy

Job Specifications / Minimum and Preferred Requirements

Education / Business Degree : Minimum of 3-year degree / diploma qualification

Master’s advantageous

Work Experience :

• Minimum 5 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• Manager track record of 3 years or more, with at least 1 year in the relevant sector / industry
• Experience in designing customer value propositions with a focus on products and promotions, driving the implementation of the GTM at an operational level, is advantageous
• Experience in continuous improvement through the implementation of best practices

Worked across diverse cultures and geographies, advantageous

Training Industry and company required training

Industry / Certifications Not Applicable

Any other specifications Attitude of Innovation, inventiveness and results-driven

Strategic thinking and commercial acumen

Customer-centric mindset

Analytical and problem-solving

Project management and execution excellence

MS Office (PowerPoint, Word, Excel, and Outlook)

Understanding of marketing processes in the telecom industry

Worked across diverse cultures and geographies

• Conceptual thinker
• Best Practice Value Creator
• Culture and Change Champion
• Supportive People Manager
• Relationship Builder

Hands – Results Focused (40)

• Results Achiever
• Operationally Astute

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Manager • Johannesburg, Gauteng, South Africa