Reference Number:MTNVAC-239 Title:Manager: CVM Digital Location:Johannesburg Organisation Name:Manco Department:DigiFin
MTN Level:Level 3
Mission/ Core purpose of the Job
The Manager will drive the development & execution of Digital products & services Customer Value Management strategy: customer acquisition, development and retention by understanding the customer base, including defining the requirements, setting goals and monitoring the metrics.Digital products and services are :
Content Acquisition
Music
Video
Gaming
Messaging
Solution & payments
Advertising
Value added services
The Manager: CVM Digital will also manage all Customer Value Management internal and externals stakeholders and projects. He will perform and defend all required business cases to support the initiatives.The Manager will also contribute towards MTN?s overall strategic goals, to achieve profitable growth and to continuously improve the operations performance.The Manager: CVM Digital reports to the General Manager: Fintech & Digital Consumer
Context (Global influences, environmental / industry demands, organizational mission etc.)
MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The Manager CVM Digital services must therefore ensure the successful delivery in context of:
An expertise-based multicultural organisation
A dynamic and evolving field of Telecommunications
Revolutionary workforce practices which are bringing together global labour markets
Management of executive and local shareholder expectations across MTN and its OpCos
Achievement of top quartile operating efficiency and effectiveness through scale and common policies and processes
Dynamic legal and regulatory environment
Convergence in markets and exploration of non-traditional revenue streams requiring complex interpretation and structuring
Evolving industry sector constantly presenting new challenges and opportunities to the core businesses
Rapid horizontal and vertical expansion of MTN, in terms of size, products, customers and geographic distribution
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA\'s)
Key DeliverablesThe Manager: CVM Digital will be accountable to achieve the following objectives:
Develop and implement acquisition plans
Develop and implement usage & revenue development plans
Develop and implement retention and loyalty
Track campaigns performance against agreed KPIs
Manage internal and external stakeholders and CVM related projects
Improve Time to market and Go To market processes
Strategy Development and Implementation
Lead creation of sub-divisional strategy in line with overarching divisional goals with emphasis on client experience (internal and external) in the area of Customer Value Management
Ensure effective implementation of the CVM strategy by means of providing direction, structure, frameworks, models, plans and roadmaps
Conduct regular review of the functional strategy and roadmap to ensure its alignment with the changing dynamics of the internal and external ecosystemGovernance
Strategic Meetings
Set up / participate in adhoc operational meetings
Participate and provide input in strategic meetings
Perform evaluation baseline of key performance indicators (KPIs)
Request for relevant budget for internal projects and new initiatives
Facilitate preparation of proposals on change initiatives, policies and procedures
Escalations
Manage and resolve escalations that have impact on critical path of service delivery
Escalate issues that will result in severe time, scope, productivity, and cost or resource or reputational impact
Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
Manage and provide solutions through stakeholder consultation where relevant
Function Tactical
Review all projects initiated (internal or global)
Prepare objectives, targets and budgets for Advertisements as applicable
Review key risks, issues and dependencies and set mitigation actions
Facilitate in sign-off / making decisions regarding tactical changes
Performance
Monitor performance and alignment with MTN global strategy
Ensure alignment between across other functions within the Group Mobile Financial Services teams
Reporting
Report on a periodic basis to the General Manager: Fintech Consumer relating to progress made within the function and in accordance with the measurement metrics set by the organisation
Report on an ad hoc basis on specific projects, as required
Budgets
Manage functional budgets in line with overall business objectives
Manage project initiative budgets in line with business objectives
Ensure that the costs of operations are reduced, in line with a least cost operating strategy stemming from the business drivers
Operational Delivery
Develop and implement the medium to long-term strategy for Customer Value Management proposals and ensure alignment of the initiatives undertaken in the unit to the Group Fintech strategy
Review CVM initiatives and support the corrective actions
Analyse customer base trends and highlight areas of the business that needs to be developed further to increase customer usage, revenue and retention
Analyse GSM customer base revenue and usage to determine upsell and cross sell value propositions
Owns the development and implementation of the CVM programs and projects
Construct, implement / fine-tune methods, processes / systems to enhance effectiveness / meet organisational goals
Provide monthly reporting on impact both financially and operationally CVM Management programs
Finding innovative way of doing direct marketing Go to Market to customers aside from SMS blasts/broadcasts
Building up a best practices library using advanced analytics, smart consulting and technology
Collaborate with the overall CVM internal and external partners, and cross-functional internal teams to define and deliver programs
Ways of Working
Leading by Connecting: Connect people; stimulate collaboration and growth in teams across functions, operations and different cultures. Share experience and knowledge that leads to a learning organization, creating sustainable expertise which drives the development of people and innovative products,Leading by Delivery: Anticipate situations and take initiative to overcome them. The result is a swift and on time delivery of qualitative and quantitative results.Leading by Vision: From analyzing the situation inside and outside the company and seeing opportunities until communicating the vision of the company including new ideas for sustainable business strategies, products, services and ways of working. The end result is an inspiring vision on how to succeed in our markets with our consumers in the center.Leading by Change: From embracing change until leading and facilitating the implementation of change and handling of resistance for senior people. The end result is an on time implementation of change projects and actions while maintaining a high level of motivation and commitment.Leading by Owning: Take responsibility for own results as well as for company results and values. Stimulate this attitude in others, make co-workers accountable. The end result is pro-activity, creativity and motivation: capable people who take ownership
Collaboration (Formal and Informal Relationships)
Responsibility towardsKey external stakeholders: External contractors & partners
Key internal stakeholders:
OPCOs Head of Digital
OPCOs Marketing CVM specialist and/or Business intelligence team
OPCOs Marketing Product Development team
GM: CVM Consumer
Business Verticals in MTN
Job Requirements
Job Requirements (Education, Experience and Competencies)
Education
Minimum of 3 year tertiary degree (Bachelor?s Degree in a Statistical, Mathematics, Big data, data scientist or related field)
Postgraduate qualification/ Certification or training in Customer Value Management, Customer segmentation, Big data being an added advantage
Experience
A minimum of 3 years? experience in a mid-senior capacity in defining, developing and deploying CVM campaigns.
At least 3 years? experience within a non-traditional Digital services or Consumer Marketing environment
Prior Digital experience preferred, with experience within the telecom industry and with Mobile Money being an added advantage
Understanding emerging markets
Willing and flexible to travel within Africa and Middle East
English speaker. French language being an added advantage
Competencies:Functional Knowledge
Proficiency in data science: statistics, data mining, modelling and advanced analytics
Ability to design, define/specify and deploy marketing campaigns, including monitoring, managing and reporting on the portfolio performance thereof ? in conjunction with other key functional areas of the business, namely: Decision Scgic ThinkingProblem solvingPresentationience, Product Management, Finance, Marketing, Portfolio Management
SkillsAnalytics and InterpretationStrateConflict ManagementNegotiationProject Management
Behavioural QualitiesAdaptableComplete candourCulturally awareEmotional MaturityInnovationIntegrityLeadershipTeam Player
