Coordinator – Value Proposition, Go To Market, Experience Design and Digital
Douala, Littoral, Cameroon
Want to know more about us? We’ve got you!
Please scroll to the end of the section to get to know us better.
JOB DESCRIPTION
We at MTN Cameroon are a purpose and value-led organization.
At MTN Cameroon we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.
Our values dubbed, LIVE Y’ello, are the cornerstone of our culture.
Lead with CareCan-do with IntegrityCollaborate with AgilityServe with RespectAct with Inclusion
RESPONSIBILITIES
Strategy Development and Implementation
Provide reports and analysis to support and contribute to the development of the functional strategy in line with the overarching business goalsEnsure accurate and timely reporting to enable the regular review of the functional strategy, roadmap, and performance to ensure its alignment with the changing dynamics of the internal and external ecosystem
Operational Delivery
Provide inputs for digital services in the business planning cycleTimely issue and execute quarterly cycle plansContinuously monitor progress on digital services targets and take appropriate corrective actions when and where necessaryPerform effective digital services management and identify or define services that will bring value to MTNSource and evaluate third-party providers for the delivery of identified/defined servicesNegotiate contract terms with third-party providers for the delivery of identified/defined servicesProject-manage the on-boarding of third-party providers/services within the MTN environmentPerform product marketing or ensure execution by third-party providerPerform lifecycle management of services by continuously evaluating the viability of MTN’s services portfolio and driving the retiring of non-viable servicesPerform periodic third-party providers’ evaluation and provide recommendation for corrective actionsPropose and supply services to Consumer and Premium & Business Segments as per business requirementsResearch trends and best practices within the TMT (Telecoms, Media, and Technology) industry and regularly benchmark MTNC digital practices and offers with other players worldwidePropose and implement relevant new processes when applicable and ensure improvement of existing processesMonitor and assess market, competitors, and technological advancements and, when applicable, propose the development of products and services relevant to the portfolioProvide user experience journey for digital services requirements as well as digital services specific customer experience at key touch points according to user experience design best practices and standardsAnalyze and document end-to-end digital service-related customer policies and processes, integrating the customer’s perspective, identifying inefficiencies, pain points, and redundant activities thereby enhancing service efficiency and customer satisfactionDesign User experience journey according to best practices and standards for all digital services related interaction between customer and MTN brand to drive positive and consistent experience and residual memory.Forecast potential pitfalls and proactively redesign processes or user experience journey to prevent and/or eliminate themDrive process improvement and alignment organization wide, aimed at monitoring performance, identifying, and addressing gaps in customer experience based on direct and indirect customer feedbackManage inter-functional relations to ensure synergy across the various departments towards executing segment or business stream strategy
Governance
Operational, Tactical and Strategic Meetings
Provide input on all projects initiatedReview key risks, issues and dependencies and set mitigation actionsProvide input in strategic meetings when requiredProvide inputs into the risk mitigation and controlsProvide input into the preparation of proposal on change initiatives, policies, and proceduresPromote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance
Escalations
Manage and resolve escalations that have impact on critical path of service deliveryEscalate issues that will result in significant time, scope, employee/customer or cost impact if not resolvedManage and provide solutions to issues that require formal resolution
Function Tactical
Provide input into all projects initiatedProvide input into establishing objectives, targets, and budgets for the function as applicableIdentify and document key risks, issues and dependencies and set mitigation actionsPrepare documentation required for sign-off / making decisions regarding tactical changes
Performance
Review performance against agreed KPIs and their compliance to SLAs and reverse SLAsReview and monitor plan for continuous improvementEnsure execution in alignment with divisional strategyContinuous performance monitoring and adjust strategy and actions to deliver targets
Reporting
Report on a periodic basis relating to progress made within the function and in accordance with the measurement metrics set by the organizationReport on an ad hoc basis on specific projects, as required
Budgets
Manage sub-divisional budgets in line with business objectivesManage project or initiative budgets in line with business objectives
QUALIFICATIONS
Education:
Minimum of 3-year degree in Marketing, Engineering or Business AdministrationMasters advantageousFluent in French and English
Experience:
Minimum of 2-3 years’ experience with successful track record in Digital Services, and 5 years’ experience in telecoms environmentWork experience in mobile data services or an OTT organization would be an advantageIn-depth knowledge of digital services and ecosystem, content, entertainment, and e-commerce businessesDeep knowledge and experience in understanding consumer behaviour and market dynamicsUnderstanding of mobile data business, mobile financial services and ecosystem, telecoms charging and service delivery platforms, mobile technology as well as national and global trendsStrong Understanding of Customer Experience and User Interface (UI) principlesKnowledge of Digital Rights Management in the entertainment businessProficiency in search for new ideas, trends, and principlesWork in a fast-paced, deadline and high pressure driven environment
Competencies
Functional Knowledge:
GTM- Product Lifecycle ManagementDigital Marketing certificateSystem AnalyticsCustomer Analytics and Campaign ManagementMarketing plan and strategyMarket research, analytics, and insightsSegment marketingData and financial modellingProduct and portfolio design / developmentRevenue, pricing, and adoption modelsProduct and revenue performance monitoringData ScienceArtificial Intelligence/Machine LearningBusiness and financial planningDigital Marketing ManagementUI/UX DesignFLIGHT (if applicable)LEAP- Leading PeopleA.P.EVendor ManagementProcess ImprovementCOS programsHarvard Leading teams
Skills:
Business AcumenAnalytics and InterpretationStrategic ThinkingOrganizational AgilityDigital mind-setDealing with ambiguity and complexityDecision MakingConflict ManagementNegotiationFinancial and NumericalCulture & Change ChampionProject ManagementPeople ManagementDetail OrientedPresentation and documentation skills
Behavioural Qualities:
AdaptableComplete candourCulturally awareEmotional MaturityInnovationRelationship BuilderResults AchieverOperationally AstuteIntegrityTeam Player
ABOUT US
MTN Group Limited is a South African multinational mobile telecommunications company, operating in many African, European and Asian countries. Its head office is in Johannesburg. MTN recorded 232.6 million subscribers, making it the eighth largest mobile network operator in the world, and the largest in Africa.
With more than 17510 professionals, working in over 20 countries around the world.
MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit, looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. MTN employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the entire telecommunication industry.
ABOUT THE TEAM
The Human Resources team partners with all aspects of the organization, driving success through the effective and innovative management of people for both current and future business needs.
Key roles that the Human Resources team performs:
Executive Role: Specialists in all aspects of people management. High-level input at a strategic level into all key business decisions.Audit Role: Ensures all areas of the organization are compliant with legal requirements AND best practice employment policies and procedures.Facilitator Role: Close partnership to support, advise and extend the ability of all areas of the organization to meet their objectives through the implementation of highly effective employment practices in areas such as Talent Acquisition, Learning and Development, Reward systems, Performance Management, Health and Wellbeing.Consultancy Role: Provide expert advice to the organization and it’s managers on any aspect of workforce management and employee relations and performance.Service Role: Ensure the organization is fully aware of and is equipped to deal with developments impacting employment matters, such as changes in legislation, changes in the characteristics of the labor market.
