Account Manager

2 weeks ago

Durban, KwaZulu-Natal, South Africa MTN Nigeria Full time
Mission/ Core purpose of the Job: (Short description)


Support and assist the Senior Account Manager with the implementation and management of operational and promotional plans within assigned accounts, ensuring effective delivery and support of strategy and macro-plans as defined by the Key Account Manager.


Context:
(Global influences, environmental / industry demands, organisational mission, etc.)

  • Fast moving industry with constantly changing business requirements and technologies
  • Fluid complexities of customer expectations and demands
  • Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
  • Highly dynamic and fluctuating Telecommunications and ISP industry
  • Total customer experience for MTN brand
  • Constantly changing consumer and market needs
  • Market dynamics and developments
  • MTN policies, processes and procedures
  • Regulatory industry norms govern MTN and partners
  • Highly pressurized, deadlinedriven environment
  • Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
  • Participative environment highly diverse and teamfocused

Key Performance Areas:
Core, essential responsibilities / outputs of the position (KPA's)

Key Tasks:
Indicates those KPA's that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.

Input into Operational Planning

  • Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
  • Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
  • Recommend ways to exploit new opportunities to grow the business further
  • Provide input into the fine tuning of processes, systems and support in line with changing work practices.
Account management

  • Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts.
  • Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded.
  • Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts.
  • Provide assistance with the endtoend management of subportions of the RSM's accounts under the RSM's supervision.
  • Manage one or more allocated accounts in line with regional / channel strategy and macroplans as defined by the channel / subchannel / regional managers.
  • Resolve escalated issues or escalate as appropriate.
  • Implement innovative promotional activities in line with Marketing and channel objectives, requirements and guidelines.
  • Increase MTN's Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
  • Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.
  • Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (e.g. supply chain, billing, etc).
  • Support in the identification of P&S information and training requirements for staff within allocated portfolio of accounts and liaise with Marketing and Training to ensure provision of effective information and training as required.
  • Provide regular feedback on competitive threats to MTN business and advice on product/service enhancement requirements.
  • Provide feedback on MTN's risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as appropriate.
  • Prepare reports on account performance as required.
Customer Service and Satisfaction

  • Build and maintain solid relationships with all stakeholders.
  • Provide ongoing support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.
  • Ensure all customer queries are attended to and resolved within agreed SLA's.
  • Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
  • Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
  • Provide advice on the best approach to reach the best results.
Quality Control

  • Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
  • Maintain quality standards that will enhance the customer experience and cost efficiency.
  • Work consistently according to standard operating procedures.
  • Analyse situations and take necessary action to ensure quality is maintained.
  • Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.
Minimum Requirements - minimum necessary, and not the ideal / preferred should be incl

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