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