Senior Manager - Sales Operations.Enterprise Business Unit

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 Care

Can-do with Integrity

Collaborate with Agility

Serve with Respect

Act with Inclusion

Staff Leadership and Management:

• Coach and mentor direct reports to ensure staff motivation is high, and performance objectives are achieved.

• Ensure skill transfer for staff development, motivation and business continuity.

• Guide and direct suppliers and third parties in achieving Opco objectives.

• Identify staff training and development needs and implement necessary actions.

• Manage team, including recruitment, onboarding and attrition.

• Set goals and objectives for direct reports, monitor progress, and maintain motivation.

• Set up the appropriate structure to meet departmental management objectives.

• Provide an advisory function on governance and best practices.

Governance: Ad Hoc, Strategic and Operational Meetings:

• Set up and participate in ad hoc and operational meetings.

• Participate and provide inputs in tactical meetings.

• Report at process and functional level.

• Review and identify key risks, issues and dependencies and set mitigation actions.

• Manage budgets.

• Sign off or make decisions regarding operational changes.

Escalations:

• Manage and resolve escalations that have an impact on the critical path of service delivery or customer success.

• Escalate issues that will result in significant time, scope, employee, customer, or cost impact if not resolved.

• Manage and provide solutions to issues that require formal resolution.

Operational Performance:

• Ensure effective execution of day-to-day operations and resolve operational issues.

• Review team performance against agreed KPIs and compliance with SLAs and reverse SLAs.

• Review and monitor continuous improvement plans through leading practice initiatives.

Sales Enablement:

• Define and execute the enterprise sales enablement strategy, roadmap, governance and operating cadence.

• Develop and maintain sales playbooks, standards, tools, content and processes that improve opportunity progression and execution quality.

• Drive effective adoption and disciplined usage of CRM and other sales tools across the sales organization.

• Coordinate role-based capability development, onboarding, coaching and certification for sales teams.

• Establish feedback loops with Sales, Marketing, Product, Solutions Engineering, Solutions Delivery and Customer Success to continuously improve enablement assets.

• Track enablement adoption, sales execution quality and impact, and initiate corrective actions where required.

Solutions Engineering:

• Lead Solutions Engineering as the strategic technical solutioning authority across the opportunity’s lifecycle, beyond traditional bid-support coordination.

• Translate customer business outcomes and requirements into differentiated, scalable and commercially viable solution architectures.

• Own solution design governance, technical due diligence, architecture assurance and solution sign-off before customer commitment.

• Lead cross-functional solution teams across Technology, Product, Security, Finance, Legal, partners and delivery functions for complex opportunities.

• Ensure solution feasibility, cost integrity, operability, security, compliance and readiness for implementation.

• Develop reusable solutions' blueprints, reference architecture, technical standards and knowledge assets.

• Support executive customer engagements and articulate the technical and business value of proposed solutions.

• Ensure structured handover from Solutions Engineering to Solutions Delivery and Customer Success Management.

Solutions Delivery:

• Ensure timely and efficient implementation & delivery of the solutions to be delivered to business customers, by coordinating with required internal functions (Customer services back office, Technology, Marketing, etc.)

• Ensure effective planning, management and implementation of projects for the delivery of solutions to SME/Corporate customers, within budgetary guidelines and defined timelines while utilizing appropriate resources;

• Act as the main point of contact and be responsible for the overall design of projects aiming at delivering solutions to customers

• Mitigate client and internal risks through comprehensive understanding of all downstream impacts of project components and partner with sales and marketing teams to facilitate operational procedures and implementation processes for new products and services

• Provide direction and guidance to both internal operational functions and client to mitigate project risks to all parties.

• Represent Implementation team to the customer throughout sales process including written and oral communications.

Customer Success Management:

• Define and implement the Customer Success Management framework, segmentation, engagement model, governance and lifecycle standards for enterprise customers.

• Ensure structured onboarding, adoption planning and transition from solution delivery into steady-state customer success.

• Drive proactive customer health management, service reviews, adoption, value realization and risk mitigation for assigned customer segments.

• Coordinate cross-functional resolution of customer issues and ensure clear ownership, visibility and closure of critical actions.

• Develop customer success plans that connect contracted outcomes, solution adoption and measurable business value.

• Identify and coordinate expansion, renewal and advocacy opportunities with Sales while maintaining clear role accountability.

• Capture customer insights and recurring service themes to improve solutions, delivery standards, product roadmaps and operating processes.

Product & Solutions

• Oversee the entire Product Line Lifecycle: From product ideation, strategic planning, tactical initiatives, product vision, product strategy, product roadmap, product development and product go-to-market

• Creating a Product Strategy aligned with the goals and vision of the department. Supporting Enterprise business strategy formulation, planning, budgeting and forecasting 

• Increase the profitability of already existing products as well as the development of new products for the business.

• Developing product requirements and roadmaps

• Responsible for making sure all the required cross-functional collaboration is smooth and effective: Technology, Marketing, EBU, CUS, FIN, BRM, Legal, Audit & Regulatory teams

   

Financial - Value created through enterprise-wide business growth:

• Enterprise Financial Health (Revenues, EBITDA & other financial health ratios), translating revenue growth formula & objectives into results.

• New business growth to sustain and complement traditional revenues.

• Business growth, value created & cost-effectiveness achieved by process optimization, new initiatives and improved operations/ways of work.

Internal - Value created from executing enterprise-wide operations:

• Value created through stronger sales execution, solution quality, delivery reliability and customer lifecycle governance.

• New business opportunities enabled by solution innovation, structural improvements, process reviews and disciplined tool adoption.

   

Customer - Value created from Customer Engagement & Ecosystem Management:

• Positive customer engagement outcomes through stronger onboarding, adoption, service review and value realization.

• Deliberate ecosystem management to achieve business objectives, brand value and corporate positioning.

• Improved visibility, accountability and resolution of customer risks and escalations.

   

People - Value created through positive impact on People & Culture:

• Impact includes satisfaction on Vital Behaviours and employee engagement dimensions.

• Attraction and retention of talent, efficient departmental structure, collaborative culture, coaching, mentoring and change management.

   

Key Performance Indicators:

• % Services / solutions delivered within SLA

• % Post-delivery issues resolved within SLA

• % Qualified opportunities with approved solution architecture and sign-off before commitment

• % Sales teams actively adopting agreed sales tools, playbooks and standards

• % Priority customers with current customer success plans and health reviews

• Customer onboarding and adoption milestones achieved within agreed timelines

• Customer value realization / success plan outcomes achieved

• Number of processes fixed and aligned to expectations

  Compliance with SIM Registration

Education:

• Bachelor’s degree in engineering, Business Management, Sales, Marketing or a related discipline

• Master’s degree in engineering, Business Management, Sales, Marketing or equivalent preferable

• Fluent in both French/English 

Experience:

• Minimum 8 years' experience including:

• 3 years' leadership within TELCO, Bank, Fintech, FMCG 

• Experience in Public Sector, Corporate, SME market as well as Project Management are an asset

• Manager track record of 5 years or more

• At least 5 years in overall project implementation for large telecommunications or ICT projects

• Demonstrated experience in solution engineering, sales enablement, customer success, or ICT solutions deployment

Competencies

Functional Knowledge: 

• Project management

• Processes design & implementation

• Technical implementation and support

• Sales enablement methodologies, tools, playbooks and capability development

• CRM-enabled sales execution and adoption

• Solution engineering, architecture governance and technical-commercial solutioning

• Customer success management, adoption and value realization

• Market and industry knowledge

• New product development and lifecycle management

• Brand management

• Digital Marketing skills

• Customer Experience management

• Business Intelligence essentials

• Business Planning fundamentals

• Certification in ICT related fields

• Telecoms industry, technology, products and services

• Managed networks

• Cloud computing

• Data center solutions

• IP communications

• Managed security

• Fixed-mobile convergence

• M2M / IoT

• Planning and budgeting

• Resource management

• Fluent in French and English (verbal and writing)

Skills

• Analytical, organizational and planning skills

• Financial skills

• Verbal and written communication skills

• Relationship building and networking skills

• Strong process and project management skills

• Partnership management

• Negotiation skills

• Strategic thinking

• Ability to manage growth

• Ability to negotiate and partner with external businesses

• Ability to provide strategic direction and lead a diverse team

• Ability to work in a high-paced, rapidly changing environment

• Conflict management

• Leadership and management skills

• People management skills

• Presentation skills

• Problem solving skills

• Selling and consultative skills

• Strong command of both English and French

  Behavioural Qualities

• Vital behaviors: complete candor, complete accountability, get it done, active collaboration

• Able to motivate and inspire

• High energy levels

• Leadership and persuasion

• Highly motivated

• Ability to deal with high levels of ambiguity

• Assertive

• Attention to detail

• Consultative approach

• Continuous improvement in philosophy

• Emotional intelligence

• Integrity

• People interaction

• Results oriented

• Solution providing