Specialist - Sales Account Management.Consumer Prepaid en MTN South Africa

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 industry
•    Total customer experience for MTN brand
•    Constantly changing consumer and market needs
•    Fast paced environment
•    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)
 

Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.

•    The provision of innovative solutions and service excellence to ensure effective retail services for the Channel in an ever changing Environment.
•    Provide input into action plans and tactical strategies in order to sustain and grow revenues within the assigned account portfolio.
•     Implement the retail framework. Ensure alignment of all activities and communication of the strategy, objectives and requirements of MTN SA and alignment to the overall strategy for the Channel.
•    Provide input towards long-term forecasts and predictions (2-3 years), analyzing trends and highlighting areas of the business that may be developed further
•    Provide input into reviewing organisational activities that impact on retail channel, assisting in recommending corrective actions if necessary.
•    To understand, anticipate and capitalise on changes in consumer behaviour
•    Drive relationships with Internal and external stakeholders, in order to deliver bottom line results
•    To achieve measurable results through the leverage of Key Account Management, customer interaction and relationships, internal people and processes.

Key Account Management
•    Communicate set and allocated targets as agreed, sales and service matrix for the assigned national account portfolio, identifying and reporting on possible problems and variances appropriately.
•    Increase revenue through effective account management and development, effective product mix and excellent customer service, amongst others
o    Establish / grow value of accounts within assigned portfolios
o    Provide input and direction to the development of sales and service matrix within the assigned national account portfolio.
o    Provide input into the distribution footprint opportunities within portfolio

•    Put effective methods and standards in place in order to provide a holistic Key account management interface with assigned national account portfolio.
o    Improve customer service delivery
o    Liaise with relevant areas of the business to ensure effective POS material management
o    Identify, implement and give feedback on income generating opportunities, ensuring viable cost-benefit ratios.
o    Track and optimise accounts performance in terms of cost and revenue contribution, reporting on performance as appropriate.
o    Provide input into accurate forecasting on all product and service requirements and liaise with relevant areas of the business to ensure timeous execution
o    Provide input into accurate and valid communication on new products and services & any enhancements to internal and external stakeholders within allocated portfolio
o    Communicate retailer credit to all stakeholders internally and externally, ensuring that they remain within authorised credit limits and escalating anomalies appropriately.
o    Provide input into ranging and forecasting of stock
o    Provide input into stock (stock reconciliation, stock days & stock rotation), ensuring sell through of product and stock to minimise obsolescence.
o    Build and maintain professional relationships with retailers, suppliers and internal stakeholders incl MTN Regions
•    Provide input into an ongoing and thorough understanding of MTN Commercial Trading Terms & Agreement including Commission Annexure, and all amendments, as well as MTN standard operating procedures and ensure compliance in all aspects with the assigned national account portfolio.
o    Ensure that assigned retailers conform to regulatory requirements
o    Collect correct and complete signature and ensure the correct filing of Agreements and appendages.
o    Ensure compliance to commercial relationship obligations within assigned national account portfolio, recommending and implementing corrective action.  
•    Increase brand presence continuously by growing MTN influence at store and customer level within the assigned portfolio
o    Provide input into innovative promotional planning within assigned national account portfolio and assist with achievement of targets.
o    Drive implementation of promotional plans in line with Marketing and Sales plans, objectives and requirements, including marketing and store promotions, liaising with relevant areas of the business for successful implementation when needed.
o    Perform market analysis through regular trade visits
•    Collect and collate competitor information, generating information and provide feedback and recommendations to stakeholders
•    Mediate resolution of escalated queries within the assigned portfolio of accounts. 
•    Ensure constant update of knowledge and growth and development of staff as applicable
o    Identify training needs and liaise with Marketing and Training to ensure that internal and external sales teams are trained and skilled to engage with customers and utilise sales tools effectively.
•    Prepare for, provide input into and attend regular handset manufacturer meetings and Retailer meetings
•    Maintain self-development and knowledge in all required areas as per PDP’s
•    Demonstrate proficiency on all required systems and access of information pertaining to account management

Account sustainability
•    Provide input into the viability, sustainability and financial performance of accounts in the assigned portfolio and providing recommendations and putting corrective action in place as appropriate.
o    Assist retailers with strategic and business planning to ensure account viability and sustainability.
o    Identify non-performance and non-achievement of target, using Key Account Plan and Business Plan as reference.
o    Provide input into the optimisation of cost of sales for the accounts
o    Assist retailers with identifying and meeting training needs
o    Create reports on Retailer performance as required
o    Ensure retailer base maintenance and growth

Cost Control
•    Ensure spending remains within budget limits through actions considered
•    Administrate, Record and track the budget and escalate variances

Reporting
•    Prepare relevant information and data for reporting purposes during departmental meetings, and at partner meetings as required
•    Identify and prepare relevant information and data for reporting purposes
•    Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated

Customer Satisfaction
•    Ensure a proactive approach is adopted to prevent problems from arising in the future.
•    Develop and maintain solid relationships with stakeholders, building relationships to ensure that all queries are responded to quickly and effectively.
•    Educate stakeholders and internal customers on the role of retail channel and how they may contribute and add value.
•    Ensure delivery on customer specific strategies via the Key Accounts team and Support Areas
•    Identify trends / patterns pertaining to customer needs and filter this information through the correct channels.
•    Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery.
•    Monitor and control customer-related system efficiencies, and escalate non functional systems
•    Understand customer needs and develop and fine-tune systems accordingly, ensuring that effective PPP’s are in place and valid.
•    Put contingency plans in place to prevent delivery and service delays and enhance the customer experience via the Key Accounts team and Support Areas

Quality Management

•    Ensure legislative compliance
•    Work consistently according to standards of accuracy, deadlines and formats

Supervisory / Leadership / Managerial Tasks: (where applicable) Refers to the responsibilities for directing, guiding, motivating and influencing others.

•    Train and develop staff to be able to use resources optimally and enhance performance 
•    Encourage a customer centric approach
•    Build employee relations and collaborative teamwork 
•    Build professionalism, loyalty and commitment to the organization
•    Communicate actively and effectively resolving any potential conflicts that may arise
•    Have the self insight and flexibility to adapt to different situations
•    Manage boundaries that separate units in order to optimise workflow
•    Live the MTN Brand – change and influence employees behaviour 
Role Dependencies:  Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this  would be additional complexity that should not be inherent in this job, but the incumbent has responsibility for. Example HR Managers having to manage an IT function.

•    Interacting with all stakeholders internally & externally
Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.
Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position.

•    Proactively support the MTN value proposition against competitors
•    Creative problem solving of issues arising. 
•    Identify and develop process and systems improvements 
•    Apply market research in an optimal way to continually improve processes and procedures
•    Implement cost-saving activities
•    Suggest concrete ways to improve productivity and resource utilisation

Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position.   Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact.

•    Insufficient focus on account viability and sustainability
•    Ineffective product and marketing roadmaps and time to market
•    Unavailable and/or uncompetitive priced products and services
•    Business expectations vs. the delivery reality
•    Evolution of technology
•    Ineffective support / resistance from key stakeholders 
•    Integrity of MTN operational data
•    Budgetary constraints that impact on the short and long term plans that are being devised. 
•    Speed to market
•    Reliance on the stability and availability of systems
•    Non-achievement of turnaround times
•    Inappropriate strategy resulting in poor service to customers or incorrect product mix
•    Poor communication
•    Ineffective strategic components

Collaboration:  Refers to formal and informal relationships
Responsibility towards:  who are they and what do they receive from the incumbent.
•    Direct reports: None
•    Matrix reports: None
•    Line Manager:  Senior ManagerKey Account Manager 
•    Key customers: As per allocated portfolio of accounts
•    Key suppliers: CBU, Other areas within Supply ChainWarehouse, Customer Consumer Operations, Customer Experience, CFOFinance, Corporate Services, Demand PlanningDevice Management, IS, HR, Commercial legal, Trade Marketing, Regions
•    Relations, etc.: Regional Operations, IS, CBU, other sales and service teams, CFOFinance, other support functions, OEMs

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement
Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making.

•    Input to Key Account Managers where applicable
•    Dissemination of information
•    Monitoring of compliance, performance and efficiency through efficient reporting
•    Budget compliance and administration
•    System, process and procedure fine-tuning and development to achieve business objectives
•    Customer relations, and engagement with stakeholders
•    Customer networking and executive level communications
•    Make decisions to drive immediate response times
•    Use information to drive in-built excellence
•    Make judgement calls to ensure front-line service delivery, quality and excellence
•    Implement efficiencies and effectiveness of systems and processes
 

Authorities:  Financial and other decision making authorities, e.g. engaging contracts with suppliers.
•    As per delegated authority
 

Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.
 

Education:
•    3 year Degree / Diploma in Commerce (Marketing / Communication) or related
 

Experience:
•    Minimum of 3 years’ experience in an area of specialisation; with experience in supervising others
•    Experience working in a medium organization 
 

Training:
•    Consistent training on an ongoing basis
•    Legislation and regulations
•    Products and services
•    GSM Technology
•    Contract appreciation and business related courses
•    Systems training
 

Competencies
Head - Big Picture Focus (10)
•    Analytical Thinker - Manages the alignment and execution of tactical activities
•    Problem Solver - Assists in solving business challenges but looks to others for advice and guidance
•    Operational Value Creator - Executes on innovative commercial practices and identifies areas for continuous improvement
 

Heart – Emotionally Intelligent (20)
•    Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
•    Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
•    Relationship Manager - Builds relationships with customers and teams to uphold the MTN brand
 

Hands – Results Focused (50)
•    Results Achiever - Drives team objectives and contributes to sustainability of results
Operationally Astute - Clarifies priorities, plans, organizes and co-ordinates the work of others                                          

Please be specific when listing conditions, requirements, tools of trade and use of motor vehicle/ travel allowances.

•    Flexible working hours
•    Attending functions after hours
•    Flexible hours driven by deadlines
•    Valid driver’s licence and own transport
•    Valid passport and flexibility to travel Locally and Internationally
 

KPA Quality Standards/ Measures (KPI’S for job)

As per the Integrated Performance Framework:
•    Financial
•    Customer
•    People (Learning and Growth)
•    Internal Processes (Operational)
•    Values 
 

About MTN South Africa

Launched in 1994, MTN South Africa is a subsidiary of MTN Group, a leading emerging market operator with a clear vision to lead the delivery of a bold new digital world to our customers. We are inspired by our belief that everyone deserves the benefits of a modern connected life. The MTN Group is listed on the JSE Securities Exchange in South Africa under the share code ‘MTN’. Our strategy is Ambition 2025: Leading digital solutions for Africa’s progress.