Key Performance Areas    Measures (KPIs for job)
Key Job Responsibilities
Segment Management
    Drive the effective implementation of MTN SA’s Mass segment value propositions focussing on Pre-paid promotions; GTM; customer experience design, ensuring maximum market penetration, growth and profitability
    Understand the relevant market and customer behavioural needs, trends and develop relevant Pre-paid 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 impact on 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 practice and make recommendations on leveraging opportunities to the Senior Manager.
    Provide input into the review of all 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 team activities against agreed KPIs and compliance to SLAs, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team
    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    As per business plan

Operational Delivery
General:
    Operationally execute the Mass segment business plan, focusing on the Pre-paid customer promotions, aligned with the GTM model;
    Ensure synergy across the functional areas through effective management of inter-functional relations and activities;
    Ensure that local business requirements for key Mass Customer Value Management (CVM) are defined, including campaign management and measurement systems;
    Manage the implementation of marketing frameworks for the Mass segment and ensure it is increasing brand presence across the customers in this segment; and
    Manage the segment delivery of the monthly Deal Book – Y’ello Trader ensuring the brief is finalised and communicated within the timelines provided and content is accurately represented.
    Ensure that local Masscustomer contact rules are in compliance within the MTN Group;

Value Propositions:
    Work inter-functionally to define the MTN SA’s Mass segment promotions (focused, insights based end-to-end) and collaborate within the function in bringing these value propositions to market;
    Development of promotional propositions using quantitative and qualitative customer insights; Review and provide input into the business cases for these CVPs.
    Drive and manage the implementation MTN SA‘s Mass segment customer promotions, 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 Mass 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 (e.g. document 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 Mass segment, which needs to be achieved in close collaboration with business intelligence;
    Provide input to the product development community for MTN SA and group;
    Ensure replication of products from the product development community in MTN SA;

Customer Experience
    Analyse MTN SAs Mass 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 are suited to the Mass 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 Mass customer economics (costs to serve) and business cases to ensure optimal return on investment of activities;
    Manage local reporting, metrics and Mass segment market insight research modelling to ensure consolidated and consistent views as it relates to the

MTN Customer Experience;
    Drive NPS/eNPS , CLF roll-out  and manage dynamics for the Mass 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 Mass customer experience and recommend improvements where necessary.

Collaboration / Coordination 
    Manage inter-functional relations to ensure synergy across the various sub-divisions;
    Liaise with the Brands and Communications division in defining effective channels for communicating approved initiatives aimed at creating awareness in the Mass 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.

MTN Policies and Procedures

Stakeholders Landscape
Internal Stakeholders: Interaction and Relationship    Chief Consumer Officer
Mass segment sub-function
Sales sub-division
Business Intelligence and Planning sub-division
Brand and Communications sub-division
Consumer Operations sub-division
Customer value management
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
Negative Indicators    Not Applicable

Job Specifications/ Minimum and Preferred Requirements
Education / Business Degree    Minimum of 3 year degree/diploma qualification
Masters advantageous
Fluent in English

Work Experience     Min 5 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous both mobile and home)
Manager track record of 3 years or more, with at least 1 year in relevant sector/industry
Experience in designing customer value propositions with a focus on promotions and 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
MS Office (Powerpoint, Word, Excel, and Outlook)
Understanding of marketing processes in telecom industry
Worked across diverse cultures and geographies

Competencies

Global Talent Standards    Head – Big Picture Focus (20)
•    Conceptual thinker
•    Decisive Problem Solver
•    Best Practice Value Creator
Heart – People & Emotional Intelligence (30)
•    Culture and Change Champion
•    Supportive People Manager
•    Relationship Builder
Hands – Results Focused (40)
•    Results Achiever
•    Operationally Astute