LDC Account Manager - Partner.Commercial Operations SA

• 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 competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications and ISP industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• 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 Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

Key Performance Areas:

Key Tasks:

Input into Operational Planning

• Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
• Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
• Recommend ways to exploit new opportunities to grow the business further
• Provide input into the fine tuning of processes, systems and support in line with changing work practices.

Account Management

• Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts.
• Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded.
• Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts.
• Provide assistance with the end-to-end management of sub-portions of the RSM’s accounts under the RSM’s supervision.
• Manage one or more allocated accounts in line with regional / channel strategy and macro-plans as defined by the channel / sub-channel / regional managers.
• Resolve escalated issues or escalate as appropriate.
• Implement innovative promotional activities in line with Marketing and channel objectives, requirements and guidelines.
• Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
• Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.
• Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (e.g. supply chain, billing, etc).
• Support in the identification of P&S information and training requirements for staff within allocated portfolio of accounts and liaise with Marketing and Training to ensure provision of effective information and training as required.
• Provide regular feedback on competitive threats to MTN business and advice on product/service enhancement requirements.
• Provide feedback on MTN’s risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as appropriate.
• Prepare reports on account performance as required.

Customer Service and Satisfaction

• Build and maintain solid relationships with all stakeholders.
• Provide on-going support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.
• Ensure all customer queries are attended to and resolved within agreed SLA’s.
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
• Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
• Provide advice on the best approach to reach the best results.

Quality Control

• Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
• Maintain quality standards that will enhance the customer experience and cost efficiency.
• Work consistently according to standard operating procedures.
• Analyse situations and take necessary action to ensure quality is maintained.
• Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.

Supervisory / Leadership / Managerial Tasks:

• Adopt a customer centric approach
• Build employee relations and collaborative teamwork
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Have the self insight and flexibility to adapt to different situations
• Live the MTN Brand – change and influence employees behaviour

Competencies

Skills / physical competencies:

• Planning skills – plan, prioritise, resource allocation and deliver on time
• Analytical skills – weighing up the pro’s and con’s; making sense of information
• Computer literate
• Problem solving skills
• Conflict management skills
• Communication skills
• Negotiation skills
• Presentation skills
• Ability to meet deadlines
• Project management skills
• Business acumen
• Presentation Skills

Behavioural qualities:

• Assertive – being tough when necessary without fear or favour
• Courage and conviction – challenging the status quo and breaking down silo barriers to performance, and overcoming resistance to change
• Resilience – to repeatedly challenge despite setbacks and resistance
• Proactivity / initiative – to introduce ongoing changes to maximise productivity and influence the future
• Focused and priority driven – staying focused amidst the multiple demands and expectations
• Innovative
• Customer centricity
• Accuracy and attention to detail
• Decisive and action-oriented
• Diplomacy and tact
• Relationship builder – strong people focus
• Operate with integrity (high ethics)
• Pressure / stress tolerance
• Consultative
• Perseverance
• Team-orientation
• Ability to take initiative and work both in isolation and be a team player
• High balanced leadership
• Relationship building both internal and external
• Integrity
• Effective Communicator.
• Ability to handle fast pace and rapid change in a consultative manner

KPA Quality Standards/ Measures (KPI’S for job)

• Achievement of sales, retention, customer development and revenue targets for the assigned accounts
• Accurate forecasting of acquisition numbers, retention numbers and stock required within assigned accounts
• Customer satisfaction index
• CMAT targets
• Achievement of customer and internal KPA’s
• Timely reporting and the accuracy thereof
• Implementation of operational and promotional plans

Minimum Requirements

Education:

• Minimum of 3 year Degree / Diploma in Commerce ( Sales / Financial /Marketing / Communication) or related

Experience:

• At least 3 years of experience in the telecoms industry
• Experience in Account Management is essential, preferably in fast moving industry
• ICT Experience (GSM) is preferable
• Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
• Experience working in a medium organization

Training:

• Products and Services
• Telecommunications
• GSM technology
• Contract appreciation and business related courses