Key Activities and Responsibilities

Strategic Input and Execution

•Assist in the implementation of the Online Commerce and strategy ensuring alignment with the MTN strategy and business plans

•Provide input into Online Commerce roadmaps (annual and multiyear) through cross-functional consultation with Business Units, Departments, and key stakeholders to prescribe actionable recommendations and customisable solutions

•Assist in the application of deep dive data analyses and draw findings into actionable roadmaps and project plans across dedicated Product, Design, Development and Analytics teams to champion a best-in-class experience that closely aligns to customer, behavioural and contextual uses

•Where required, communicate Online Commerce vision and roadmap to all stakeholders to ensure buy in, support and clarity on direction and execution

•Contribute to maintaining a strong vision for potential Online Commerce site improvements, driven by a combined passion for customer-centricity and the MTN brand

•Propose areas for review on any new service, journey or product that bring innovative capabilities to MTN via Online Platforms

•Help to conceptualise service and feature introductions to grow adoption, reach and usage of Online Platforms

•Where required, collaborate with other commercial business units and stakeholders to assess revenue and profit potential for all new platform and product ideas

Operational Delivery – Product/ Service Implementation

•Support the Head of eCommerce in the planning, development and implementation of structures and processes to establish the function and achieve sales targets

•Assist with execution of an eCommerce Sales Plan to drive promotions

•Assist in the execution of business goals and objectives and oversee the iterative alignment of the product and channel roadmaps, to drive revenue growth

•Execute thorough research and analytics to fully understand Online Platforms and possible barriers to entry and use

•Help to manage and monitor compelling online commerce experiences via agile channel execution that address Online customers immediate product needs and wants

•Contribute to service and feature introductions to increase adoption and uptake through various channels (i.e. conversational commerce, Google Shopping). Utilise analytics, data insights, business intelligence and customer feedback

•Utilise research to tease out customer needs and requirements in potential Online Platform product and service offerings

•Collaborate with the Strategy, Design, Commerce and Product teams, in the integration of Design and Innovation touchpoints for Online Platforms

•Understand key drivers that serve to measure the extent of traffic and usage found Online Platforms

•Assist in the design and execution of innovation and adoption programmes to drive incremental traffic and usage across Online Platforms

•Provide input into the operational delivery and performance of all Online Platforms. This may include providing direction and input for new services, features, enhancements and journeys into the Online Delivery Studio’s agile delivery process (i.e. research, business case development, conceptual development)

•Serve as a point of contact for internal and external partnerships and business development on technical innovation

•Provide key reports and status updates on Online Platform performance to Head of eCommerce

Operational Delivery Management – Merchandising

•Assist in guiding Online customers through the branded MTN buyer’s journey by providing input in formulating strong Visual Merchandising tactics (storytelling, simple product focuses, social proofing

•Provide input and feedback on the playbook for the Online Commerce team related to MTN’s Online Commerce product catalogue and sales strategies

•Contribute to continually improving product discoverability through transforming product information content in the MTN Online Channel

•Provide input into the improvement and formulation of new approaches to Online Commerce pricing by internally testing using current pricing methodologies

•Provide input into planning and feasibility events, in conjunction with Sales and Distribution team, to determine how distribution will take place across the network

•Understand and incorporate the new capabilities of interrelated systems such as Blockchain, Internet of Things (IoT), Augmented and Virtual Reality (AR and VR) and subsets of Artificial Intelligence (i.e. machine learning) to enable new online commerce platforms

•Assist in championing catalogue management by providing up-to-date customer-ready product information and consistent product data to enrich the digital channel experience

Governance, Policies and Procedures

•Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned

•Oversee and ensure the establishment of systems and practices in order to comply with best practices, legislation or other regulations and guidelines

•Raise and escalate issues affecting portfolio and governance as appropriate

•Develop and implement processes and systems to enhance effectiveness and ensure achievement of Commerce targets

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

Continuous Improvement

•Drive best practice, continuous improvement and innovation at process and procedure level within Online Commerce

•Conduct the relevant analysis of market knowledge, trends and competitive information is gathered and assimilated

•Ensure competitors benchmarking and gap analysis is performed as appropriate and incorporated into business operations

•Consider and recommend enhancements for platform performance and processes and initiate remedial action where defects are evident

•Recommend changes in products, service, and policy by evaluating results and competitive developments

•Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery

•Explore new technologies and options for including new Online offerings  and align with strategy, business acquisitions and partnerships to identify these opportunities and suitable partnerships

Budget Management/ Cost Control

•Identify cost-saving opportunities and efficiency improvements while ensuring that workforce needs are adequately met

•Ensure spending remains within budget limits

•Identify opportunities to generate additional revenue

Stakeholder Management

•Assist in developing new partnerships with third party, external suppliers/partners and OEM’s to strengthen the pipeline of available products

•Work with Strategy & Marketing and Sales & Distribution teams to conduct research and gather insights into the customer commerce experience (qualitative and quantitative)

•Build and integrate relationships across various MTN internal functional areas ie CBU, EBU and Digital teams to:

•Obtain inputs, requirements and feedback for customer preferences

•Conduct insight sessions of desired product and channel lines

•Work directly with the IS and Digital Delivery teams in the delivery of the online commerce channel

•Collaborate and align with the Procurement and Distribution functions to optimise inventory deployment and accelerate speed of delivery

People Leadership/ Management

•Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment

•Create and implement personal development plans

•Define the divisional KPAs and KPIs that will be cascaded down to each area

•Manage Performance and identify training needs. Coach and guide subordinates

•Enable and model healthy employee relations and collaborative teamwork

•Manage diversity, develop, and embed an Employment Equity plan for the business area

•Contribute to building a culture  of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management

•Act as an ambassador for the  Online & Telesales team by living the Brand values and vital behaviours and changing and influencing employees’  behaviour

•Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choic

Qualification