Key Deliverables

Input Into Operational Planning 

• Support the end-to-end configuration and management of the Campaign Management Systems (CMS) and related functions.
• Ensure that CVM Campaign systems, tools and services meet the business objectives and strategy.
• CVM Systems, tools and services should be evaluated against the operations strategy to identify any functional and capacity constraints based on the business plan for the year.
• Integration of the campaign tool with relevant systems
• Coordinates enhancements as per the planning document
• Ensure the successful deployment of any required functional and capacity upgrades to CVM systems, tools and services on time within the required quality standards.
• Provide key input into the operations strategy and assist in defining customer retention, development and Upsell business logic.
• Ensure the successful implementation, automation and deployment of this logic into systems and tools.
• Define and deploy appropriate dashboards to monitor customer and financial performance KPIs.
• Ensure the seamless/automated availability of information related to CVM engagement initiatives.
• Support the CVM leadership in achieving divisional goals and commitments.
• Research and consider best methods, local conditions, trends, as well as competitor activity.
• Contribute towards continuous improvement and innovation at process and procedure level.
• Recommend ways to exploit new opportunities to grow the business further.
• Assist in identifying innovative ways to use minimum resources to achieve maximum outputs.
• Extract and analyse Customer data using data management tools.
• To liaise with vendors (technology and/ or marketing agencies) regarding operational service delivery.

CVM Program Implementation 

• Assist with the tasks required to successfully develop and execute CVM initiatives.
• Enable the Commercial CVM team through planning, design, monitoring and reporting of CPM campaigns participate in entire campaign management process
• Extract, analyse and/ or transform data in preparation of campaign execution and post campaign analysis
• Perform Campaign extraction, execution and post campaign analysis.
• Ensure and deliver correct debriefs towards (external) parties on detailed implementation – Customer Management, distribution and fulfilment parties etc.
• Design and / or facilitate the content / creative for direct campaigns, ensuring the utilisation of appropriate channels and alignment with above-the-line campaigns.
• Report on campaign success against pre-defined criteria
• Manage contact strategy and regulatory requirements

Project Management 

• Provide frameworks for projects and tasks.
• Define and assign work to be done.
• Control, manage and monitor all logistics.
• Plan the implementation of the chosen action in terms of activities, resources, timelines, follow-up dates, etc.
• Monitoring of the effective solution.

Business Analysis

• Perform Business Analysis for MTN Eswatini in line with the methodology and guidelines.
• 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
• Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness.
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance.
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs.

Reporting

• Identify and prepare relevant information and data for reporting purposes.
• Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated.
• Quality Management
• Input into the development of processes to continuously identify quality constraints and improve on re-occurring problems.

Education:

• Bachelor’s Degree or 3 years tertiary Business / IT or relevant qualification

Experience:

• Minimum of 3 years’ experience in an area that requires analytical and technical implementation