Posted on :
17 Jul, 2010
17 Jul, 2010
The MTN South Africa brand was successfully relaunched with the “GO” campaign, which received a number of accolades including the Markinor Top Brands Survey and the Loerie Awards for advertising. There were also significant improvements in customer service levels. This was ratified by the Ask Africa Orange Index Survey, which named MTN South Africa the leading customer service provider in the telecommunications industry.
As part of the increased focus on improving capacity to deliver on the business strategy, MTN South Africa has been restructured into a functional organisational design. This has resulted in revised sales and service, marketing, and strategy and business development departments being implemented. This structure has been supported by a number of senior appointments. MTN South Africa has also entered into an information system outsourcing contract to gain access to a broader pool of skills.
The South African mobile communications market is a highly competitive and rapidly changing environment. Included in the range of new competitors are four broadband suppliers and the imminent entry of two fixed-line operators.
MTN South Africa is looking for a Key Account Manager
To define and manage delivery of the strategy for the assigned portfolio of accounts. To maximise MTN’s growth, profitability and market share across airtime, sim-kits, handsets & CPP thus ensuring seamless and fully integrated delivery.
Operational Strategy and Planning
Design and implement the strategies for the assigned portfolio of accounts in alignment with MTN SA, Marketing and channel objectives and requirements. Set objectives and targets for the assigned portfolio of accounts for acquisition, retention and profitability.
Consider the long term (1-2 years) implications of actions from a more broad perspective.
Drive best practice, continuous improvement and innovation at process and procedure level.
Consider local conditions, as well as competitor activity.
Translate strategy into action plans, taking the impact of actions and solutions on other areas of the business, as well as the interdependency of units. Implement action and account plans to ensure fulfilment of the area and channel objectives, liaising with relevant areas when necessary to ensure delivery of required solutions, customer experience and SLAs, initiating corrective actions where applicable. Ensure that processes and solutions align to changing work practices and provide context for delivery and services.
Account Management Manage and maintain account plans for the allocated portfolio of accounts. Keep abreast of and pursue opportunities to tender and increase sales within the allocated portfolio of accounts.. Negotiate, close and manage the sales process and eventual negotiations within allocated portfolio of accounts.. Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within the allocated portfolio of accounts.. Own, deliver, manage and monitor performance and relationships with key decision makers and influencers within the scope of the assigned portfolio of accounts. Conduct research and acquire relevant information to prepare / guide the preparation of all necessary documentation for proposals, tenders and negotiations in line with CSSO guidelines, policies and procedures and pricing structures defined. Increase revenue through the effective management of product mix and by introducing complexity and innovation into the solutions offered. Conceive, create and drive implementation of innovative promotional plans in line with Marketing and Sales plans, objectives and requirements. Forecast acquisition numbers, retention numbers, stock required, and promotional planning for the assigned portfolio of accounts and liaise with relevant areas to ensure availability. Monitor and report on implementation progress and results and identify corrective actions / revise action plans when necessary. Mediate resolution of escalated queries.
Service enhancement Liaise with Marketing and Training to ensure the provision of effective product and service information. Manage escalation processes and procedures between Clients and MTN, NWG, Customer and Business Operations and Network Solutions. Provide input into the development of the sales channel identifying new products, services or solutions and liaising with relevant areas for its development and implementation. Recommend changes and innovative solutions / services based on the analysis of the trends and patterns identified Provide guidance regarding risks (e.g. regulatory issues) that impact collaborative partnerships between MTN and the Clients. Provide “pilot-project” implementation support for customers.
Stakeholder / client relationships Build a reputation internally within MTN and externally to ensure leadership in the Telco market. Build an indepth understanding of client needs and develop, fine-tune and align service and solution delivery accordingly to ensure that needs are satisfied. Adopt a proactive approach to prevent problems from arising in the future. Drive continuous improvement as an important element of service delivery.
Liaising with the different stakeholders such as CMO, Network Group, IS, CFO, other areas within CSSO in respect of and implementation of Clients’ requirements and SLAs.
Budget and cost control Define and motivate operational budgets and monitor the expenditure to be in line with business targets. Forecast, plan and manage cost of sales for allocated portfolio of accounts to ensure compliance with budget. Monitor and control account economics to ensure fiscal viability of solutions and planned sales. Manage MTN’s financial risk exposure regarding all commercial agreements concluded. Identify opportunities to generate additional revenue.
Tertiary Business qualification (not necessarily a technical expert)
At least 3 – 5 years experience in Key Account Management with strong elements of strategic planning implementation ICT Experience (GSM) would be preferable A strong background in marketing and/or customer service preferable
Skills / physical competencies: Negotiation skills Analytical skills Project management skills Conflict management skills Good verbal and written communication skills Leadership skills High level presentation skills Relationship skills – to build relationships to facilitate efficient workflow Coaching skills – to develop the team and staff Scanning skills – to search for new ideas, trends and principles Strong “can-do“ attitude combined with an ability to use minimum resources to get maximum outputs Systems thinking – understanding the “big picture” Business acumen – un understanding of the business as a whole Marketing acumen – in tune with customer and market needs Flexibility – the ability to adapt and change in the light of changing circumstances / new information Risk management skills
Behavioural qualities: Analytical People’s person Strong negotiator Excellent at networking Adherence to MTN values Resilience – to repeatedly challenge despite setbacks and resistance Proactivity / initiative – to introduce ongoing changes to maximise productivity and influence the future Focused and priority driven – staying focused amidst the multiple demands and expectations Innovative Customer centricity Attention to detail Action-oriented Operate with integrity (high ethics) Consultative Team-orientation
Reference No: YR82
Position Type: Permanent
Affirmative Action: Open to All
Applications close 21 Jul 2010.