The posting
Job Description
Mission/ Core purpose of the Job The role is to manage allocated accounts, to develop the accounts and deliver excellent customer service, including profitable sales, and market execution while ensuring alignment to business strategy and objectives
The role will report to the Head of General Trade/ Modern Trade 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.
Responsibilities
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 competition -Competing with other FMCG suppliers and products outside of Telecoms -Highly dynamic and fluctuating Telecommunications industry -Total customer experience for MTN brand -Constantly changing consumer and market needs -Fast paced environment in response to external factors -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 -Participative environment – highly diverse and team-focused
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's) Implemented Account business plan -Implement the account business plan so that the direction and objectives of the account are optimally planned, executed and monitored in line with channel and region objectives -Recommended adjustments are made to the plan once communicated for approval. -The implementation within the account is monitored on an ongoing basis. -Specialist support and guidance is provided in the execution of the business plan. -Corrective action is taken in the event of non-conformances. -Feedback on progress is provided to the leader on a monthly basis. -The business plan progress reviewed every 3 months.
Accounts Operational Planning -Deliver acquisition, retention and profitability objectives and targets for allocated accounts (including regional targets, where applicable) and ensure the translation of strategy into action plans. -Drive execution plans in alignment with operational targets and business strategy and initiate corrective actions where applicable. -Ensure execution of initiatives and activities in allocated accounts -Liaise with the relevant areas of the business to ensure integration cross-functionally, and to ensure delivery of customer experience according to predetermined SLA’s. -Considering the long term (1-2 years) implications of actions on the viability of the business from a more broad perspective. Also considers the impact of solutions on other areas of the business and the interdependency of units. -Monitor permanently the marketplace and proactively liaise with Marketing and other Sales and Service teams, and adapt plans when relevant -Drive best practice, continuous improvement and innovation at process and procedure level within National Key Accounts. -Manage account budget in line with business objectives and individual customer needs
Market Share Growth -Keep abreast of, alert channel lead to, and pursue opportunities to increase sales network and sales within the channel and sub-channel scope -Conduct research and acquire relevant information to prepare / guide the preparation of all necessary documentation for negotiations with assigned trade partners in line with S&D guidelines, policies and procedures. -Conduct and assist in the relevant analysis of market knowledge, trends and competitive information. -Ensure a high performance and competitors benchmarking, performing gap analyses as appropriate. -Keep the business abreast of competitor offerings and propositions to mitigate loss in sales revenue -Influence allocated accounts to increase in specific geographic target areas as per MTN market share strategy -Drive the culture of Geo accountability based on GIS (Geo Information Systems) and tools
Account Management -Develop, manage allocated accounts. -Plan an efficient and effective sales process that ensures on time delivery and maximising opportunities -Ensure sell through and up - selling of product and stock to maximise share of distribution -Monitor and manage, resolve or escalate channel conflicts. -Establish / grow value of contracts with allocated accounts.
-Develop and implement innovative promotional plans including marketing and store promotions to ensure fulfilment of account objectives, liaising with regional sales teams for implementation and conducting regional road shows where applicable to promote and gain buy-in of strategy. -Forecast devices / P&S (Products and Services) needs for the accounts and liaise with relevant areas to ensure availability. -Track and optimise accounts performance in terms of cost and revenue contribution, monitoring results and revising accounts to identify corrective actions and action plan revision when applicable/ needed. -Manage cost of sales to ensure compliance with budget. -Maintain and improve PPP’s and systems to deliver the strategy and meet organisationalgoals and ensure allocated accounts compliance.
Customer Satisfaction -Manage, monitor and control customer-related system efficiencies, and the measurement thereof. -Ensure delivery on customer specific strategies. -Establish sound relationships with all stakeholders and ensure effective delivery for retention and excellent customer experience. -Maintain a thorough knowledge of commercial terms of agreements with trade partners and management and growth of commercial relationship. -Align service delivery to changing needs and ensure effective customer management within Indirect Accounts. -Where required, liaise with Sales Operations team to ensure customer satisfaction and proper customer management. -Understand customer needs and develop and fine-tune systems accordingly, ensuring that effective PPP’s are in place and valid. -Adopt a proactive approach to prevent problems from arising in the future. -Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery. -Identify trends / patterns pertaining to customer requests and needs and filter this information through to the department to continually improve all aspects of service delivery.
Reporting -Report on results for the area of responsibility with a specific focus on providing key account insights, including the compilation of periodical activity, budget compliance and feedback reports. Report to the business and key stakeholders. -Ensure account management team aligns to reporting dashboards to best manage account performance and set targets
Budget Management -Manage and optimise and communicate the budget, expense report, ensuring that all expenditure is in line with the agreed parameters. -Monitor costs and determine initiatives to optimize resources. -Ensure cost effectiveness by maximising cost/benefit ratios
Qualifications
Job Requirements (Education, Experience and Competencies) Education: -3 year tertiary qualification (post matric)
Experience: -At least 5 years sales experience in Telco/FMCG -Deep understanding of the telecom ecosystem customers and competitor landscape
Competencies: Functional Knowledge: -Account Management -Joint Business Planning
Skills -Business Acumen -Analytics and Interpretation -Strategic Thinking -Organizational Agility -Digital mind-set -Dealing with ambiguity and complexity -Decision Making -Conflict Management -Negotiation -Financial and Numerical -Project Management
Behavioural Qualities -Adaptable -Complete candour -Culturally aware -Emotional Maturity -Innovation -Integrity -Leadership
About Us
MTN Group is committed to Employment Equity and, as such, preference will be given to candidates from designated groups as defined in the Employment Equity Act 55 of 1998.
As part of MTN’s recruitment process, your personal information may be processed using secure Artificial Intelligence (AI) technology to assist with the shortlisting of candidates. This is done in compliance with the Protection of Personal Information Act (POPIA). By applying for this position, you consent to the processing of your personal information for recruitment purposes. All data will be handled securely and used solely for evaluating suitability for the role.
We are a purpose and value-led organization.
At MTN, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.
Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.
We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!
The Human Resources team partners with all aspects of the organization, driving success through the effective and innovative management of people for both current and future business needs.
Key roles that the Human Resources team performs:
- Executive Role: Specialists in all aspects of people management. High-level input at a strategic level into all key business decisions.
- Audit Role: Ensures all areas of the organization are compliant with legal requirements AND best practice employment policies and procedures.
- Facilitator Role: Close partnership to support, advise and extend the ability of all areas of the organization to meet their objectives through the implementation of highly effective employment practices in areas such as Talent Acquisition, Learning and Development, Reward systems, Performance Management, Health and Wellbeing.
- Consultancy Role: Provide expert advice to the organization and it’s managers on any aspect of workforce management and employee relations and performance.
- Service Role: Ensure the organization is fully aware of and is equipped to deal with developments impacting employment matters, such as changes in legislation, changes in the characteristics of the labor market.
