Coordinator - Value Proposition, Go To Market, Experience Design and Digital
Douala, Littoral, Cameroon
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JOB DESCRIPTION
We at MTN Cameroon are a purpose and value-led organization.
At MTN Cameroon we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. 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.
Our values dubbed, LIVE Y’ello, are the cornerstone of our culture.
- Lead with Care
- Can-do with Integrity
- Collaborate with Agility
- Serve with Respect
- Act with Inclusion
RESPONSIBILITIES
Strategy Development and Implementation
- Provide reports and analysis to support and contribute to the development of the functional strategy in line with the overarching business goals
- Ensure accurate and timely reporting to enable the regular review of the functional strategy, roadmap, and performance to ensure its alignment with the changing dynamics of the internal and external ecosystem
Operational Delivery
- Provide inputs for digital services in the business planning cycle
- Timely issue and execute quarterly cycle plans
- Continuously monitor progress on digital services targets and take appropriate corrective actions when and where necessary
- Perform effective digital services management and identify or define services that will bring value to MTN
- Source and evaluate third-party providers for the delivery of identified/defined services
- Negotiate contract terms with third-party providers for the delivery of identified/defined services
- Project-manage the on-boarding of third-party providers/services within the MTN environment
- Perform product marketing or ensure execution by third-party provider
- Perform lifecycle management of services by continuously evaluating the viability of MTN’s services portfolio and driving the retiring of non-viable services
- Perform periodic third-party providers’ evaluation and provide recommendation for corrective actions
- Propose and supply services to Consumer and Premium & Business Segments as per business requirements
- Research trends and best practices within the TMT (Telecoms, Media, and Technology) industry and regularly benchmark MTNC digital practices and offers with other players worldwide
- Propose and implement relevant new processes when applicable and ensure improvement of existing processes
- Monitor and assess market, competitors, and technological advancements and, when applicable, propose the development of products and services relevant to the portfolio
- Provide user experience journey for digital services requirements as well as digital services specific customer experience at key touch points according to user experience design best practices and standards
- Analyze and document end-to-end digital service-related customer policies and processes, integrating the customer’s perspective, identifying inefficiencies, pain points, and redundant activities thereby enhancing service efficiency and customer satisfaction
- Design User experience journey according to best practices and standards for all digital services related interaction between customer and MTN brand to drive positive and consistent experience and residual memory.
- Forecast potential pitfalls and proactively redesign processes or user experience journey to prevent and/or eliminate them
- Drive process improvement and alignment organization wide, aimed at monitoring performance, identifying, and addressing gaps in customer experience based on direct and indirect customer feedback
- Manage inter-functional relations to ensure synergy across the various departments towards executing segment or business stream strategy
Governance
Operational, Tactical and Strategic Meetings
- Provide input on all projects initiated
- Review key risks, issues and dependencies and set mitigation actions
- Provide input in strategic meetings when required
- Provide inputs into the risk mitigation and controls
- Provide input into the preparation of proposal on change initiatives, policies, and procedures
- Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance
Escalations
- Manage and resolve escalations that have impact on critical path of service delivery
- Escalate issues that will result in significant time, scope, employee/customer or cost impact if not resolved
- Manage and provide solutions to issues that require formal resolution
Function Tactical
- Provide input into all projects initiated
- Provide input into establishing objectives, targets, and budgets for the function as applicable
- Identify and document key risks, issues and dependencies and set mitigation actions
- Prepare documentation required for sign-off / making decisions regarding tactical changes
Performance
- Review performance against agreed KPIs and their compliance to SLAs and reverse SLAs
- Review and monitor plan for continuous improvement
- Ensure execution in alignment with divisional strategy
- Continuous performance monitoring and adjust strategy and actions to deliver targets
Reporting
- Report on a periodic basis relating to progress made within the function and in accordance with the measurement metrics set by the organization
- Report on an ad hoc basis on specific projects, as required
Budgets
- Manage sub-divisional budgets in line with business objectives
- Manage project or initiative budgets in line with business objectives
QUALIFICATIONS
Education:
- Minimum of 3-year degree in Marketing, Engineering or Business Administration
- Masters advantageous
- Fluent in French and English
Experience:
- Minimum of 2-3 years’ experience with successful track record in Digital Services, and 5 years’ experience in telecoms environment
- Work experience in mobile data services or an OTT organization would be an advantage
- In-depth knowledge of digital services and ecosystem, content, entertainment, and e-commerce businesses
- Deep knowledge and experience in understanding consumer behaviour and market dynamics
- Understanding of mobile data business, mobile financial services and ecosystem, telecoms charging and service delivery platforms, mobile technology as well as national and global trends
- Strong Understanding of Customer Experience and User Interface (UI) principles
- Knowledge of Digital Rights Management in the entertainment business
- Proficiency in search for new ideas, trends, and principles
- Work in a fast-paced, deadline and high pressure driven environment
Competencies
Functional Knowledge:
- GTM- Product Lifecycle Management
- Digital Marketing certificate
- System Analytics
- Customer Analytics and Campaign Management
- Marketing plan and strategy
- Market research, analytics, and insights
- Segment marketing
- Data and financial modelling
- Product and portfolio design / development
- Revenue, pricing, and adoption models
- Product and revenue performance monitoring
- Data Science
- Artificial Intelligence/Machine Learning
- Business and financial planning
- Digital Marketing Management
- UI/UX Design
- FLIGHT (if applicable)
- LEAP- Leading People
- A.P.E
- Vendor Management
- Process Improvement
- COS programs
- Harvard Leading teams
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
- Culture & Change Champion
- Project Management
- People Management
- Detail Oriented
- Presentation and documentation skills
Behavioural Qualities:
- Adaptable
- Complete candour
- Culturally aware
- Emotional Maturity
- Innovation
- Relationship Builder
- Results Achiever
- Operationally Astute
- Integrity
- Team Player
ABOUT US
MTN Group Limited is a South African multinational mobile telecommunications company, operating in many African, European and Asian countries. Its head office is in Johannesburg. MTN recorded 232.6 million subscribers, making it the eighth largest mobile network operator in the world, and the largest in Africa.
With more than 17510 professionals, working in over 20 countries around the world.
MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit, looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. MTN employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the entire telecommunication industry.
ABOUT THE TEAM
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.
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