Specialist - Youth and High Value Prepaid

2 weeks ago

Johannesburg, South Africa MTN Nigeria Full time

**Reports To**:Youth Segment Manager

**Division**:Consumer

**Description**

**Task Complexity**:

- Support in driving the effective implementation of MTN SA’s youth segment value propositions, GTM and customer experience design and journey, with emphasis on customer experience (internal and external), ensuring maximum market penetration, growth and profitability.
- Support in driving the effective implementation of the Youth segment roadmap.
- Take the initiative to understand the relevant customer behavioural needs, trends and develop relevant customer value propositions to meet those needs by using internal and external resource tools.
- Assist in the management, monitor and optimising the customer experience of the segment at all touchpoints.

**Governance**

Assist the Segment manager in the following:

- **Ad-hoc, operational and tactical meeting**
- Set up / participate and lead ad-hoc and operational meetings
- Participate and provide input into tactical meetings
- Run with operational requirements and feedback in project meetings
- Report at process and functional level
- **Escalations**
- Assist in resolving 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
- Assist in providing solutions to issues that require formal resolution
- **Consumer Business Operational**
- Assist in setting up and managing project status requirements and meetings
- Review and identify key risks, issues, and dependencies and set mitigation actions with the Segment manager
- 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 Segment Manager;
- Provide input into the review of all projects initiated;
- Assist the Segment manager in providing the necessary briefs (pricing, brand, retail, CVM, training, terms and conditions, etc) within the timelines stipulated per project.
- Investigate key risks, issues, and dependencies and set mitigation actions with the Segment manager.
- **Performance**
- Drive operational and functional activities agreed against the role and teams KPIs and comply to SLAs
- Make recommendations for improvement and implement approved initiatives to ensure enhanced performance for yourself and the teams
- Create and monitor development plan for continuous improvement

**Input into Operational Delivery**

**General**:

- Support in operationally executing the segment business plan, focusing on the customer value proposition, 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 Customer Value Management (CVM) are defined, including campaign management and measurement systems;
- Support in managing the implementation of marketing frameworks for the Youth segments and ensure it is increasing brand presence across the customers in this segment; and
- Ensure that local customer contact rules are in compliance within the MTN Group;
- Ensure that operational documentation for projects are compliant (approved) by business stakeholders and loaded on share drive

**Value Propositions**:

- Work inter-functionally to define the MTN SA’s Youth and prepaid segment value proposition (focused, insights based end-to-end) and collaborate within the function in bringing these value propositions to market;
- Assist the Segment manager in development of customer value propositions using quantitative and qualitative customer insights; Review and provide input into the business cases for these CVPs.
- Support the Segment manager in driving and managing the operational implementation MTN SA‘s Youth pre-paid segment value propositions, 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 Youth pre-paid 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 Youth pre-paid segment, which needs to be achieved in close collaboration with business intelligence;
- Support the Segment manager by investigating opportunities that will provide input to the product development community for MTN SA and group;
- Ensure replication of products from the product development community in MTN SA;
- Engage with

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