| | Operational Planning/ Processes
Strategic Planning
• Develop and design a business to business customer value proposition for the business unit that includes products, promotions and segmented / verticalised localised communications together with Business Segments from 14th Ave/Group
• Build a strong brand in the African business communications (ISP) market that is driven by industry leading IP solutions and a customer first commitment, by way of consistent brand market positioning strategy.
• Define the marketing strategy in line with the business plan and sales tactical plan
• Plan and execute new product launches, advertising, horizontal and vertical marketing to achieve our business goals and drive unparalleled success in the marketplace.
• Support sales and service with communications solutions, tools and processes needed to effectively compete in the marketplace.
• Be acutely aware of market trends and technological roadmap and align to business unit strategy
• Execute strategic business unit marketing objectives and action as required
• Design and maintain a business unit marketing plan with clear measurable targets
• Consider decision consequences on future of business viability and stability.
• Communicate with the rest of the business to ensure that business unit deliverables and plans are understood
• Tender support team with insight and content about the brand, products and services as well as strategy
• ROI analysis for key projects
• Development of internal/ external brand
Business Marketing Management
• Analyse and interpret segment trends and their impact on the business unit
• Commission and conduct research to intimately / deeply understand the market dynamics, the business models and B2B customers
• Identify new segments, clusters of opportunity and current business customer needs by stratification / vertical
• Ensure business unit plans are consistent to those of the rest of the business, support common goals and underlying company values statement
• Ensure that duplication is avoided and minimizes to the absolute minimum by coordinating activities with other business units in the organisation
• Monitor and report on business unit marketing
• Customer stratification strategy management
• Market share analysis and measurement
• Develop and maintain a rolling 12 month plan
PR & Corporate Communications
• Leverage organisational attributes, values and unique capabilities through strategic communications that are frequent, reliable, influential, and compelling.
• Create communications that drive revenue and performance, and engage and excite employees in achieving overall business unit goals.
• Communicate information including company progress and strategic direction, products and services, thought leadership and more.
• Manage outsourced PR Agency
• Enhance media / analyst relations by ensuring that they are well versed on the products and services as well as the strategic direction.
• Manage corporate hospitality
• Manage sales promotions and incentive programmes
• Customer Satisfaction Index
• Conduct the annual Customer Satisfaction survey
Corporate Social Investment & Sponsorships
• Enhance the corporate reputation while contributing to South Africa’s corporate citizenship agenda. This will invariably build a company that employees are proud of.
• Ensure that the initiatives engaged with support company mission statement and value statement and drivers
• Ensure that programmes enlisted build stable and competent communities around the company.
Diversity Management / Ethics
• Monitor workforce diversification. Diversity and inclusion are a critical link to business customers, communities and shareholders.
• Manage the BBBEE Scorecard for the company in conjunction with other areas of Business as and wjen required.
• To protect brand image and share price
Managed audits
• Auditing processes and documentation preparations, by maintaining a daily system of recording and administration to ensure auditing can be done by the financial department at all and any times.
• Assist with the audits in fielding or referring questions and requests from the auditors
• Liaise with auditors around their requirements and give input into their requirements
• Address weaknesses identified by the auditors and implement recommendations
Information sharing and reporting
• Report accordingly on the performance of the department and outstanding contentious audit issues
• Recommend additional information that may be included in monthly and quarterly reports.
• Consolidate key information and translate this into meaningful intelligence for submission to Senior Management.
• Review and provide input to MT Business Solutions policies & procedures, making recommendations as necessary.
• Prepare ad hoc reports on request
• Keep abreast of technical updates relating to statutory and IT industry issues and ensure compliance.
Customer Relations and Satisfaction
• Liaise with the various customers on their products and services support requirements
• Resolve complaints and escalate queries with regards.
• Provide input on request from other MTN functional areas.
• Align service delivery to changing environment
• Understand customer needs and develop and fine-tune systems accordingly
• Ensure customer needs and requirements are satisfied through appropriate systems / processes / procedures
• Put contingency plans in place to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future
• Drive continuous improvement as an important element of service delivery
Quality Management and Improvement
• Ensure compliance to rules and procedures for optimal financial management
• Input into the establishment of systems and sound practices in order to comply with best practices, legislation or other regulations/ guidelines
• Establish and maintain quality standards that will enhance the customer experience and cost efficiency
• Work consistently according to standard operating procedures
• Understand the quality standards of the job and the reason for these standards, and communicate these reasons to others
• Understand and communicate the consequences of not maintaining quality focus
• Identify processes and procedures where the quality of work may be improved
• Seek feedback from clients/ stakeholders and continuously seek ways of improving on quality and customer service standards
• Ensure all operational plans by management for department are implemented within agreed deadlines
Supervisory / Leadership / Managerial Complexity:
• Recruit, develop, and manage team members
• Provide leadership and direction to the team members
• Provide input to Business segments to develop / maintain the B2B value proposition
• Assist Product Developers in creating the USP for each product
• Drive continuous improvement as an important element of service delivery
• Monitor product marketing related performance objectives
• Monitor business marketing performance objectives
• Encourage a customer centric approach
• Encourage collaborative teamwork
• Evaluate KPA and KPIs performance
• Communicate actively and effectively
• Live the Brand – change and influence behaviour, leading the brand ambassador.
• Performance management and identification of training and development needs
• Team coaching and guidance, enhance team dynamics
Creativities:
• Actively manage strategic directional shift and innovation in line with business unit approach
• Launch and maintain the Customer Advisory Board
• Develop an environment that fosters dynamic change and constant development and growth
• Keep abreast of market forces, competitive landscape as well as market / industry best practices
• Understand and timeously interpret customer innovation through performing constant needs analysis
• Demonstrate ability to interact and cooperate with all company employees.
• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Proactively establish and maintain effective working team relationships with all support departments.
• Consistently seek buy in from MANCO as far as trends, culture and focus |
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