Mission/ Core purpose of the Job:
The role is to manage allocated accounts, to develop the accounts and deliver excellent customer service, including profitable sales, and market execution while ensuring alignment to business strategy and objectives
The role will report to the Head of General Trade/ Modern Trade
Context (Global influences, environmental / industry demands, organizational mission etc.)
MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The role must therefore ensure the successful delivery in context of:
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 compe
- Competing with other FMCG suppliers and products outside of Telecoms
- Highly dynamic and fluctuating Telecommunications industry
- Total customer experience for MTN brand
- Constantly changing consumer and market needs
- Fast paced environment in response to external factors
- 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 Indust
- Participative environment – highly diverse and team-focused
3. Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Implemented Account business plan
- Implement the account business plan so that the direction and objectives of the account are optimally planned, executed and monitored in line with channel and region objectives
- Recommended adjustments are made to the plan once communicated for approval.
- The implementation within the account is monitored on an ongoing basis.
- Specialist support and guidance is provided in the execution of the business plan.
- Corrective action is taken in the event of non-conformances.
- Feedback on progress is provided to the leader on a monthly basis.
- The business plan progress reviewed every 3 months.
Accounts Operational Planning
- Deliver acquisition, retention and profitability objectives and targets for allocated accounts (including regional targets, where applicable) and ensure the translation of strategy into action plans.
- Drive execution plans in alignment with operational targets and business strategy and initiate corrective actions where applicable.
- Ensure execution of initiatives and activities in allocated accounts
- Liaise with the relevant areas of the business to ensure integration cross-functionally, and
to ensure delivery of customer experience according to predetermined SLA’s.
- Considering the long term (1-2 years) implications of actions on the viability of the business from a more broad perspective. Also considers the impact of solutions on other areas of the business and the interdependency of units.
- Monitor permanently the marketplace and proactively liaise with Marketing and other Sales and Service teams, and adapt plans when relevant
- Drive best practice, continuous improvement and innovation at process and procedure level within National Key Accounts.
- Manage account budget in line with business objectives and individual customer needs
Market Share Growth
- Keep abreast of, alert channel lead to, and pursue opportunities to increase sales network and sales within the channel and sub-channel scope
- Conduct research and acquire relevant information to prepare / guide the preparation of all necessary documentation for negotiations with assigned trade partners in line with S&D guidelines, policies and procedures.
- Conduct and assist in the relevant analysis of market knowledge, trends and competitive information.
- Ensure a high performance and competitors benchmarking, performing gap analyses as appropriate.
- Keep the business abreast of competitor offerings and propositions to mitigate loss in sales revenue
- Influence allocated accounts to increase in specific geographic target areas as per MTN market share strategy
- Drive the culture of Geo accountability based on GIS (Geo Information Systems) and tools
Account Management
- Develop, manage allocated accounts.
- Plan an efficient and effective sales process that ensures on time delivery and maximising opportunities
- Ensure sell through and up - selling of product and stock to maximise share of distribution
- Monitor and manage, resolve or escalate channel conflicts.
- Establish / grow value of contracts with allocated accounts.
- Develop and implement innovative promotional plans including marketing and store promotions to ensure fulfilment of account objectives, liaising with regional sales teams for implementation and conducting regional road shows where applicable to promote and gain buy-in of strategy.
- Forecast devices / P&S (Products and Services) needs for the accounts and liaise with relevant areas to ensure availability.
- Track and optimise accounts performance in terms of cost and revenue contribution, monitoring results and revising accounts to identify corrective actions and action plan revision when applicable/ needed.
- Manage cost of sales to ensure compliance with budget.
- Maintain and improve PPP’s and systems to deliver the strategy and meet organisational
goals and ensure allocated accounts compliance.
Customer Satisfaction
- Manage, monitor and control customer-related system efficiencies, and the measurement thereof.
- Ensure delivery on customer specific strategies.
- Establish sound relationships with all stakeholders and ensure effective delivery for retention and excellent customer experience.
- Maintain a thorough knowledge of commercial terms of agreements with trade partners and management and growth of commercial relationship.
- Align service delivery to changing needs and ensure effective customer management within Indirect Accounts.
- Where required, liaise with Sales Operations team to ensure customer satisfaction and proper customer management.
- Understand customer needs and develop and fine-tune systems accordingly, ensuring
that effective PPP’s are in place and valid.
- Adopt a proactive approach to prevent problems from arising in the future.
- Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery.
- Identify trends / patterns pertaining to customer requests and needs and filter this information through to the department to continually improve all aspects of service delivery.
Reporting
- Report on results for the area of responsibility with a specific focus on providing key account insights, including the compilation of periodical activity, budget compliance and feedback reports. Report to the business and key stakeholders.
- Ensure account management team aligns to reporting dashboards to best manage account performance and set targets
Budget Management
- Manage and optimise and communicate the budget, expense report, ensuring that all expenditure is in line with the agreed parameters.
- Monitor costs and determine initiatives to optimize resources.
- Ensure cost effectiveness by maximising cost/benefit ratios
Job Requirements (Education, Experience and Competencies)
Education:
- 3 year tertiary qualification (post matric)
Experience:
- At least 5 years sales experience in Telco/FMCG
- Deep understanding of the telecom ecosystem customers and competitor landscape
Competencies:
Functional Knowledge:
- Account Management
- Joint Business Planning
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
- Project Management
Behavioural Qualities
- Adaptable
- Complete candour
- Culturally aware
- Emotional Maturity
- Innovation
- Integrity
- Leadership
- Team Player
5. Authorities
- As per MTN DOA
6. Collaboration (Formal and Informal Relationships)
Key internal stakeholders:
- Regional Teams
- Matrix reports: none
- Line Manager: SM Channel Management
Key external stakeholders:
- 3rd Party/Managed Partners