Manager - Area Manager.commercial Operations Sa

2 weeks ago

Cape Town, South Africa MTN Nigeria Full time

**Mission/ Core purpose of the Job: (Short description)**
To drive drive and grow the overall profit performance within the cluster.

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 ICT 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, deadline-driven environment
- Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
- Participative environment - highly diverse and team-focused

**Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)**
**Task Complexity**:
Strategic Input and Aligment
- Provide input into regional Sales and Distribution strategy in line with the overarching business goals, ensuring that MTN maintains and improves its leadership positioning

Operations Managememet and Development
- Develop area operational strategy and business plan to gain and maintain market share in the region.
- Build and maintain mutually beneficial relationships with local stakeholders
- Build and develop team to deliver on set targets and objectives
- Develop and drive the execution of agreed projects an dinitatives
- Drive the implementation, tracking, monitoring and compliance of Projects
- Manage third party outsource relationships to deliver on the MTN KPIs as per SLAs and proactively manage the development and implementation of the sales strategy, projects and general management
- Promote a positive NPS score by managing team’s activities towards having positive emotional and perceived value contribution to the customers
- Ensure A&R in line with budget forecasts and estimates with respect to contract acquisition and retention spend; and average

A&R across channels
- Manage Area publicity budget
- Manage the channel and distribution
- Influence Capex investment requirements within area (commercial)
- Develop strong insights, analysis and competitor footprint in the area
- Drive cross functional collaboration, synergies, alignment in area of responsibility
- Resolution of (complex) customer escalations from stores, that were not solved in-store
- Ensure delivery of sales & services in owned store environment
- Analyse store profitability and advise Senior Manager accordingly
- Custodian of Branded Sales Operations
- Day-to-day management, support and guidance to Partner Supervisor in the assigned portfolio or region
- To meet or exceed retention and acquisition targets by providing exceptional customer centric service that is geographically close to the customer
- To ensure alignment in the different MTN touch points of Planning and Promo Analysis and Integration Strategies
- To ensure efficient distribution of MTN’s products throughout the assigned territories
- Act as custodian of the Sales Operations department (Regional), managing the implementation of strategy and delivery of sales and profitability targets, plans and regional operational activities in alignment with the Channels
- Increase awareness of products and services (including mobile money)
- Liaise with marketing to ensure local marketing plan and brand management execution in the area
- Manage local stakeholder relationships including distribution partners, business partners and local leaders
- Grow and manage employee and customer NPS

Sales Management
- Drive revenue and customer growth in key segments i.e Youth, Mass and High Value Customers based on area profile and opportunity
- Ensure sales growth in net connections, as well as gross revenue.
- Ensure Channel profitability
- Ensure that processes and programmes are in place to prevent and mitigate fraud and organised crime
- To achieve measurable results for channel growth and fraud reduction and risk mitigation
- Drive revenue and customer growth in key segments, Youth, Mass and HVC based on Area profile and opportunity
- Grow revenue by managing churn, upgrades, customer spend and new connections
- Grow MTN’s customer base and market leadership in all channels
- Achieve informal and formal channel targets
- Expand product presence in the area
- Roll-out trade model

Supervisory / Leadership / Managerial Complexity: Refers to the responsibilities for directing, guiding, motivating and influencing
others.
- Recruit, develop and retain people with outstanding skills, qualifications and potential - Evaluate and assess people performance - Understand the need to train and develop staff to be able to use resources optimally and enhance performance

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