Responsibilities

Key Activities & Responsibilities

Segment Management

• Develop and implement segment strategies aligned to business goals
• Identify growth opportunities within the segment through data-driven insights.
• Drive the effective implementation of MTN SA’s post-paid segment value propositions, focusing on post-paid products, promotions, propositions, GTM, customer experience design, ensuring maximum market penetration, growth, and profitability.
• Understand the relevant market and customer behavioural needs, trends, and develop relevant postpaid promotions to meet those needs.
• Manage, monitor, and optimise the customer experience (internal and external) of the segment at all touch points.

Value Propositions Development

• Work inter-functionally to define the MTN SA’s post-paid segment promotions, products and propositions (focused, insights-based end-to-end) and collaborate within the function in bringing these value propositions to market.
• Development of value propositions using quantitative and qualitative customer insights.
• Review and provide input into the business cases for these value propositions.
• Work inter-functionally with product, pricing and commercial teams to design products, promotions and propositions that meet the needs of the relevant segment.
• Drive and manage the implementation of MTN SA‘s postpaid segment customer products, promotions and propositions ensuring alignment to MTN SA’s overall Customer Value Proposition and MTN Group strategy.

Go To Market (GTM)

• Drive continuous improvement across the teams’ ability to leverage data to drive marketing strategy to deliver market and regionally focused experiences.
• Ensure periodic review and updates of MTN SA’s postpaid segment demographic and psychographic profile.
• Ensure quality control and maintenance of GTM artefacts (e.g. documents and toolkits).
• Implement the GTM workflow/management system within the sub-function.
• Propose market research areas aimed at acquiring intelligence on the preferences and behavioural patterns of the country’s post-paid segment, which needs to be achieved in close collaboration with business intelligence.
• Provide input to the product development community for MTN SA and MTN Group.
• Ensure replication of products from the product development community in MTN SA.

Customer Experience

• Ensure that the blueprint for enablers to customer experience framework is suited to the postpaid segment at MTN SA – including, but not limited to, real-time customer
• management technologies, and network performance.
• Benchmark and monitor, in conjunction with Finance and other related departments, the local post-paid customer economics (costs to serve) and business cases to ensure optimal return on investment of activities.
• Manage local reporting, metrics and post-paid segment market insight research modelling to ensure consolidated and consistent views as it relates to the

MTN Customer Experience.

• Drive postpaid NPS and manage dynamics for the postpaid segment.
• Participate in the implementation of strategic initiatives locally, drive the roll out and participate in regular third-party audits; and
• Understand current business rules and operations relating to post-paid customer experience and recommend improvements where necessary.

Collaboration / Coordination

• Manage inter-functional relations to ensure synergy across the various subdivisions.
• Liaise with the Brands and Communications division in defining effective channels for communicating approved initiatives aimed at creating awareness in the post-paid segment.
• Ensure collaboration with other sub-functions and departments to enhance key elements of the consumer business model; and
• Ensure the team collaborates with Quality Assurance and Internal Audit teams to perform periodic quality and process audits.

Operational Delivery

• Operationally execute the segment business plan, focusing on the customer promotions, aligned with the GTM model
• Ensure synergy across all the relevant functional areas through effective management of inter-functional relations and activities.
• Ensure that local business requirements for key post-paid Customer Value Management (CVM) are defined, including campaign management and measurement systems.
• Manage the implementation of marketing frameworks for post-paid segments and ensure that it is increasing brand presence across the customers in this segment; and
• Manage the segment delivery of all monthly promotions and platforms, ensuring that all briefs are finalised and communicated within the timelines
• provided and content is accurately represented.

Performance

• Review performance of activities against agreed KPIs (including but not limited to customer acquisition, retentions, ASPU, churn, usage and NPS) and compliance to SLAs, make recommendations for improvement and implement approved initiatives to ensure enhanced performance.
• Create and monitor plan for continuous improvement.

Reporting

• Report on a monthly and quarterly basis to management relating to progress made within this sub-division and in accordance with the measurement metrics set by the organisation.
• Report on an ad hoc basis on specific projects as and when necessary
• Review and report on post implementation performance for all implemented products, promotions and propositions.

Governance, Policies and Procedures

• Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned
• Oversee and ensure the establishment of systems and practices in order to comply with best practices, legislation or other regulations and guidelines
• Raise and escalate issues affecting portfolio and governance as appropriate
• Set up and maintain a rigid Governance framework for customers experience and the delivery of products and services
• Establish a strong working relationship and appropriate governance through input into steering and working committees aligned with IT, CBU, EBU and international
• Review and identify key risks, issues, and dependencies and set mitigation actions

Continuous Improvement

• Ensure continuous improvement and innovation at process and procedure level
• Conduct the relevant analysis of market knowledge, trends and competitive information.
• Consider and recommend enhancements for sales performance and processes and initiate remedial action where defects are evident
• Recommend changes in products, service, and policy by evaluating results and competitive developments
• Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery
• Explore new technologies and options for including new sales online offerings and align with strategy, business acquisitions and partnerships to identify these opportunities and suitable partnerships

People Leadership/ Management

• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
• Create and implement personal development plans
• Define the divisional KPAs and KPIs that will be cascaded down to each area
• Manage Performance and identify training needs. Coach and guide subordinates
• Enable and model healthy employee relations and collaborative teamwork
• Manage diversity, develop, and embed an Employment Equity plan for the business area
• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Act as an ambassador by living the MTN Brand values and vital behaviours and changing and influencing employees’ behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organisation. Build the Company’s brand to be the employer of first choice

Job Competency Card

• Core Competencies Level
• Strategic: Thinking Expert
• Stakeholder Management: Expert
• Critical thinking and problem-solving: Expert
• Business Development: Intermediate
• Customer Communications: Expert
• Customer Sales Journey: Expert
• Customer Experience: Expert

Supporting Competencies Level

• Decision Making: Expert
• Co-ordination & Planning: Expert
• Collaboration: Expert

Job Portfolio Focus Degree

• Strategy: Medium
• Operations & Implementation: High
• Team/ People Management: Medium

Collaboration & Influence Degree

• Consumer functions/ Direct Sales subdivision/ Product Development Board: High
• Channels team and CPA team: High
• External contractors, partners and suppliers: Medium
• Commercial Operations BUs: High

Job Outcomes / Results

• Improved competitive advantage
• Increased revenue and market share growth
• Increased quality of the customer-journey experience (well-defined sales journey)
• Improved collaboration with other business units
• Improved monitoring and tracking of Dealer performance
• Improved stakeholder relations
• Enhanced customer service
• Improved viability and sustainability of accounts

Qualifications

Education, Skills and Experience

Education

• Minimum of 3-year degree/diploma qualification in relevant field or related

Experience

• Minimum 5 years of relevant work experience in a global/multinational business environment (understanding of emerging markets advantageous)
• Manager track record of 3 years or more, with at least 1 year in the relevant sector/industry
• Experience in designing customer value propositions with a focus on products and promotions, driving the implementation of the GTM at an operational level, is advantageous
• Experience in continuous improvement through the implementation of best practices
• Worked across diverse cultures and geographies, advantageous

Skills:

• Advanced proficiency in MS Word, MS Excel and MS PowerPoint.
• Strong analytical skills and data-driven thinking
• Ability to work cross functionally in order to achieve desired results.

Apply Before 09/11/2025