puestos de Marketing en United States

Mission/ Core purpose of the Job

• To set and lead the execution of the Brand Retail and Business Experience Hub end-to-end operations (from Dealers to Store), in alignment with greater MTN SA strategy.
• To lead and ensure operational excellence and flawless execution enabling Brand leadership and presence.
• To oversee and ensure seamless delivery excellence, enabling the Sales team, as well as the transformation from “store” to “experience hub” through:
• Back of house support: Enabling through systems and procedures
• Front of house support: Enabling through Customer Experience and retail support
• Trade communication and dealer support to ensure and customer experience, loyalty, and retention.
• Performance Improvement – identification and enablement of poor performing stores
• To oversee the gathering, collation and analysis of channel related data and insights for the purposes of channel profitability, growth and operational performance.

Key Activities & Responsibilities

Strategic Leadership & Implementation

• Develop, drive and implement an integrated Brand Retail and Business Experience Hub operations strategy aligned to MTN SA’s mission and vision and to CX strategy and objectives. Work with senior leadership within and across Channels to assess, develop, propose and implement strategies and plans to achieve optimal operational performance and sales productivity.
• Develop and ensure execution of a strategic plan for Operations. Set strategic goals for operational efficiency and increased productivity
• Integrate and drive synergies on business streams and fostering alignment to and governance requirements among the different sub divisions.
• Based on Group Standards and guidelines, provide inputs into the operation matrices within the business to achieve optimal performance.
• To align operational needs of Branded Retail & Business Experience Hub Channels to external economic and commercial environment for sustainability.
• Drive effective change management where necessary supporting strategy implementation.
• Provide guidance and expertise with regards business plans and execution alignment to Regional performance.

Channel Operations Delivery Excellence

• Lead a cross-functional team to deliver on “back-of–house” support with regards to store operations. Provide oversight and leadership to ensure day-to-day operational systems and processes enable the channel to reach set goals, progress, removing obstacles of key initiatives.
• Lead a cross-functional team to deliver on “front-of–house” support with regards to store operations. This includes merchandising, dealer support, and CX activities to drive sales and store performance.
• Define the standards and set targets for operational performance across the Channels area and identify the parameters for measurement of performance.
• Lead dealer negotiations and contracts, budgeting, purchasing, and put efficient workflows in place to maximize the channel’s productivity and performance.
• Maximize efficiency and productivity through the process analysis and interdepartmental collaboration. Mobilise resources, and develop processes and systems to ensure delivery of targets
• Oversee the consolidated business performance reporting for Branded Retail & Business Experience Hubs Channels. Co-ordinate and Quality review of business performance reporting
• Act on significant deviations from defined performance metrics.
• Oversee and evaluate current operational processes and performance, recommending solutions for improvement where necessary.
• Through team, ensure ongoing dealer relationship management. This includes management active management of inquiries.
• In collaboration with team, play integral role in maintaining standard for customer experience across non-owned and owned stores. This includes the ongoing development and execution of trade communication and customer-facing communication from Channel and Segments i.e New launches, updates, etc
• Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment.
• Liaise with CPA, Marketing and Training to ensure provision of effective training, sales augmentation and materials.
• Plan and facilitate weekly, monthly, and quarterly internal and external meetings to manage the relationship with and performance of channels.
• Develop and integrate new means with established systems / practices and terminate those which no longer support the strategy and mission.

Continuous Improvement

• Lead a team to ensure the optimization and ongoing evolution of stores –integration of Channel frameworks, processes, systems. Ensure integrated solutioning and collaboration across other business units in order to ensure synergy, meet KPIs and ensure continuous alignment of functional and inter-functional activities. For example, work across the Experience Hub Channel and other Consumer functions to establish the channel needs and opportunities. Collaborate with MTN Branding and Sales to provide a business framework, application innovations, and warehouse opportunities to assess new channel opportunities.
• Build commercial scenarios and business cases to ensure continuous improvement of MTN dealer/ partner network performance.
• Assess, develop, propose and implement new models and structures for delivering required results and service experience.
• Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery.
• Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own teams.

Cost Control/ Budget Management

• Forecast, plan, develop and review budgets that provide MTN with return on investment for the Branded Retail & Business Experience Hubs and seek OPCO approval thereof.
• Develop and manage the budget in line with business objectives and collaborate closely with finance business partners and executives in the process.
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets. Work with project managers in the development of financial and budgetary plans.
• Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy stemming from the business drivers. Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios.
• Negotiate agreements and contracts, to incorporate different commissions, forecasting etc
• Ensure that all MTN company financial targets are met.
• Ensure Vendor & IT costs are effectively managed.

Dealer Management

• Lead a team to execute on dealer Management and support and to drive strategic thinking to enable Dealers to execute flawlessly. This includes Dealer and partner commission management
• Partnership & Alliances Management and support queries Commercial, and compliance.
• Lead dealer negotiations and contracts, budgeting, purchasing, and put efficient workflows in place to maximize the channel’s productivity and performance.
• Through team, ensure ongoing dealer relationship management. This includes management active management of inquiries.

Continuous Improvement

• Lead a team to ensure the optimization and ongoing evolution of stores –integration of Channel frameworks, processes, systems. Ensure integrated solutioning and collaboration across other business units in order to ensure synergy, meet KPIs and ensure continuous alignment of functional and inter-functional activities. For example, work across the Experience Hub Channel and other Consumer functions to establish the channel needs and opportunities.
• Collaborate with MTN Branding and Sales to provide a business framework, application innovations, and warehouse opportunities to assess new channel opportunities.
• Build commercial scenarios and business cases to ensure continuous improvement of MTN dealer/ partner network performance.
• Assess, develop, propose and implement new models and structures for delivering required results and service experience.

Cost Control/ Budget Management

• Forecast, plan, develop and review budgets that provide MTN with return on investment for the Branded Retail & Business Experience Hubs and seek OPCO approval thereof.
• Develop and manage the budget in line with business objectives and collaborate closely with finance business partners and executives in the process.
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets. Work with project managers in the development of financial and budgetary plans.
• Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy .stemming from the business drivers. Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios.
• Negotiate agreements and contracts, to incorporate different commissions, forecasting etc
• Ensure that all MTN company financial targets are met.
• Ensure Vendor & IT costs are effectively managed.

Education

• Bachelors degree in Business/ Commerce (or equivalent) in business administration or related field
• A post graduate Business qualification recommended

Experience

• Minimum of 5-7 years at senior sales level in telecoms or FMCG environment
• Technology, Mobile Communications/Telephone industry experience
• 5 years people management experience
• Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management
• Proven ability to plan and manage operational processes for maximum efficiency and productivity
• Ability to streamline or implement structures and roles that boost speed and efficiency while supporting rapidly shifting business demands
• Strong working knowledge of industry regulations and legal guidelines