General Manager

Found in: beBee S ZA - 4 weeks ago

Gauteng Johannesburg, South Africa MTN Full time
MTN’s job vacancy, Career and Recruitment

Job title : General Manager – Prepaid CVM Digital and MFS Consumer jobs in Gauteng

Job Location : Gauteng, Johannesburg

Deadline : May 04, 2024

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RESPONSIBILITIES

Strategy Development

Develop a loyalty strategy to implement/build and maintain an industry-leading Loyalty program as a sustainable differentiator versus our competitors and a means to drive greater brand affinity especially within the High Value Customer base. Align loyalty strategy to support Consumer CVM across the Consumer Segments. Lead business transformation to embed loyalty decision-making principles cross-functionally.

CVM and Loyalty Delivery Leadership

Perform permanent assessment and analysis of the personalized pricing strategy of the Consumer Business Unit suggesting the best course of action to maximize revenues. Track competitor’s pricing strategy and performance in the market and based on that maximize the revenue generation of the company for all Consumer Business categories. Supports the Consumer PnL’s by creating value propositions, identifying optimal price points, evaluating proposed pricing changes for existing & new products Build an understanding of the drivers of value across Voice, Data, Digital Services, VAS across value bands. Develop targeted value propositions to identified segments e.g. Youth, High Value, to deliver more value and increase revenue within the segment. Identify and maximize opportunities to upsell customers from lower ARPU bands into higher value bands. Build/understanding of the drivers of churn in base to drive proposition development to proactively stem churn. Develop a customer lifecycle management program, deploy tactical interventions to focus on each stage of customer lifecycle including a nursery program during the first six months of a new customer. Develop and implement a twelve-month roadmap for each key customer segment (e.g. High Value, Youth, Emerging in partnership with the other Business Units encompassing the full customer journey from acquisition, value growth, and retention. Grow the High Value Customer base & revenues by acquiring new customers from the competition, growing the and retaining existing High Value customers. Proactively works with team to know the performance and capability of the team, ensuring underperformance is addressed, potential is developed and everyone receives feedback, coaching and training – maximize contribution. Define the loyalty development and delivery roadmap for the financial year. Integrate cross functional requirements into the roadmap to ensure the delivery of the MTN growth curves. Define and fill a loyalty structure to facilitate the delivery of the loyalty roadmap. Set up and act upon comprehensive Loyalty performance dashboards and reporting. Define and create loyalty management reports. This includes – but is not limited to – customer lifetime value, Loyalty performance tracking, performance against business case. Deliver the loyalty roadmap by driving adoption & participation in the loyalty initiatives via ATL & BTL campaigns

Key Activities & Responsibilities

Analyse commercial impact of loyalty initiatives on product penetration, ARPU and incremental value delivered. Manage all direct marketing campaign execution and significantly improve ROI through strong campaign management tools. Input into proposition development carried out by Consumer product and segment owners and advise of base and loyalty liability implications during prioritization. Ensure collaboration with Segments, Channels, Business Intelligence teams, Digital, Mobile Financial Services and Online to ensure market value creation. Work with finance to manage cost of sales and the loyalty liability and Integrate loyalty liability into project management office and pricing forms.

CVM and Loyalty Delivery Capability Development

Lead capability development requirements and define the capability strategy for an effective loyalty program and loyalty initiatives as well as CVM campaigns. Coordinate and manage the design of a holistic technical and operational blueprint for customer lifecycle value management across the MTN growth curves. Integrate requirements for campaign management, charging and provisioning platforms and loyalty management systems by translating loyalty objectives to the IT / Technical teams.

Budget Management

Forecast, plan and develop budgets that provide MTN with return on investment and seek required approval thereof. Manage and optimise the assigned budget, ensuring all expenditure is in line with MTN SA’s strategic intent and agreed budgets. Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy stemming from the business drivers.

Continuous Improvement

Keep abreast of international best practice, technologies and industry trends. Proactively research relevant best practice and processes, recommending translation of these in the strategic framework of the unit. Maintain an understanding of related systems in order to develop integrated systems and processes. Keep up to date with new products and services and their impact on MTNSA. Understand and take cognisance of emerging markets and plan accordingly.

People & Culture Management

Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors. 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 Consumer 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 choice.

QUALIFICATIONS

Education

Minimum of 4 years in Commercial/Marketing/Business Degree Minimum 10 years experience including: Senior management track record of 5 years or more, with at least 3 years in relevant sector/industry in a strategic commercial or marketing role. Demonstrated leadership of an established and successful CVM function within MTN or another operator recognised as a leader in CVM Experience in commercialisation and automation of analysis Experience in loyalty programmes & initiative methodology, principles, capabilities, and techniques Experience in continuous improvement through the implementation of best practices Understanding of emerging market

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