Education / Business Degree
- Minimum of 4 year tertiary qualification
- Masters advantageous
- Fluent in English and language of country preferable
Work Experience
- Senior Management track record of 5 years
- Understanding of emerging markets advantageous
- Worked across diverse cultures and geographies advantageous
Any other specifications
- Attitude of Innovation, inventiveness & thought leadership
- MS Office (Word, Excel, and Outlook)
- Understanding of marketing processes in telecom industry
- Worked across diverse cultures and geographies
Key Job Responsibilities
Strategy Development and Implementation
- Lead creation of sub-divisional strategy in line with overarching divisional goals with emphasis on client experience (internal and external)
- Ensure effective implementation of sub-divisional strategy by means of providing direction, structure, business plans and support
Governance
Adhoc, operational and tactical meeting
- Set up / participate in adhoc and operational meetings
- Participate and provide input into tactical meetings
- Report at process and functional level
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 impacts if not resolved
- Manage and provide solutions to issues that require formal resolution
Consumer Business Operational
- Set up and manage project status meetings
- Review and identify key risks, issues, and dependencies and set mitigation actions
Manage budgets
- Sign off / make decisions regarding operational changes
- Consumer Business Tactical
- Provide input into the review of all projects initiated
- Review key risks, issues, and dependencies and set mitigation actions
Performance
- Review performance against agreed KPIs and compliance to SLAs
- Create and monitor plan for continuous improvement
- Review performance of teams
Reporting
- Report on a monthly basis to management relating to progress made within the 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
Budgets
- Manage sub-divisional budgets in line with business objectives
- Manage project or initiative budgets in line with business objectives
Operational Delivery
Strategy and Planning
- Align video objectives for the relevant segments with overall strategy of the Digital and Direct Marketing function and with International trends
- Assist in developing a video strategy
- Work with internal business stakeholders and the broader CMO team in the development and execution of video products & services
- Drive best practice, continuous improvement and innovation at process and procedure level for video
- Analyse new video related technology trends and innovations
- Find innovative new video initiatives and capitalise on opportunities
- Ensure that MTN maintains a position as a world class leader in video products and services
- Develop and manage the video innovation strategy, roadmap and product portfolio mix, in alignment to the MTN Group strategy and roadmap.
- Benchmark best practises in the digital video environment
Content Management:
- Lead the development of the video portfolio by ensuring video partners are sourced and launched on the SDP
- Oversee video content curation to ensure all video content is collected, organised and displayed appropriately on the SDP:
- Ensure thorough research is done on various platforms in order to source the optimal video content
- Ensure the right content is sourced for the right markets
- Oversee video content aggregation
- Manage the video applications and ensure that video content is ordered in such a way on the SDP that it is easily accessed by customers.
- Lead the creation and management of a content calendar and strategy that covers all video related touch points
- Oversee the collection of video content from all stakeholders and content owners within MTN operations and ensure alignment to content calendar and strategy
- Ensure content owners are worked with to ensure that video content is relevant and up to date at all times
- Ensure collaboration with the Social media team to ensure alignment and synergy of content across video touch points
Process and Procedure Effectiveness
- Lead the defining and monitoring of the execution of video content management processes and procedures for MTN operations
- Oversee the implementation of all content management processes and procedures and ensure they are aligned to the set operational framework for MTN Group
- Ensure improvement of existing processes and procedures to enhance effectiveness, efficiency and performance
Quality Management
- Oversee and ensure the establishment of systems and practices in order to comply with best practices, legislation or other regulations and guidelines around video
- Lead the establishment and maintenance of video quality/process standards that will enhance the customer experience and cost efficiency
- Manage the video content hierarchy, usability, and users’ requirements and needs
- Ensure standard operating procedures are adhered to
- Communicate the consequences of not maintaining video quality/process focus
- Manage the improvement of video channel processes and procedures where the quality of work may be improved
Customer Satisfaction
- Ensure alignment service delivery to changing needs of the business and markets
- Ensure customer needs are understood and develop and fine-tune initiatives accordingly
- Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
- Initiate change to continually improve all aspects of service delivery
- Drive continuous improvement as an important element of service delivery
- Ensure trends and patterns pertaining to customer requests and needs are identified to continually improve all aspects of service delivery