MTN Administrative/Secretarial Jobs in Accra
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About the job
To lead and manage MTN Ghana’s Fixed Broadband (Home) sales and customer management teams within the framework of an agreed commercial strategy to meet operational targets for, customer acquisition, market share, customer satisfaction, revenues, and profitability. The role is responsible for end-to-end fixed broadband commercial strategy development, execution, and optimization across all market segments (consumer and SME)
- Drive increase in Shareholder return by ensuring that FBB processes are aligned to achieving all elements on the business score card. (E.g. Grow Market Share, Grow HOME Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
- Champion/Sponsor review of Business Processes (headcount, process optimization, business optimization etc), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
- Champion Contract negotiations to reduce cost and drive MTN Ghana Value Creation Philosophy
- Identify viable business opportunity trends with strong supporting business case imperative to outputs, strategic business and industry-related research and analysis.
- Assess resource requirements for the department, propose budget for Fixed broadband sales and customer management function and actively monitor the approved budget, ensuring it is used in accordance with MTN expenditure regulations.
- Regularly monitor and review resources of the department ensuring they are allocated and utilized in a cost effective and financially disciplined manner and in line with budget provisions.
- Provide performance data to support management decision-making and conduct analysis to manage performance levels of sales and customer experience in line with market developments and corporative objectives.
- Track KPIs and ensure delivery of key commercial and operational targets.
- Implement cost-efficient processes to improve margins and ROI.
- Provide technical leadership /advice in the formulation and development of fixed broadband policies and guidelines and ensure compliance of operations of the department with MTN policies and procedures.
- Develop and implement plans in support of approved Fixed broadband strategies, ensuring an effective method of monitoring related initiatives is deployed as well as providing regular management reports on the plans.
- Develop Fixed broadband strategies and initiatives to meet targets in alignment with the division /MTN corporate strategy and in response to events or changes impacting departmental activities.
- Drive and manage the Sales and customer management team to meet and surpass revenue and new business targets and ensure integrated channel management, supported by appropriate systems such as Customer Relationship Management (CRM).
- Provide thought leadership and advice on the creation/adoption of a framework to integrate business analysis and planning into MTN Ghana’s engagements and identify /create distinct competitive advantages for the organization through strategic use of information.
- Plan and develop framework and strategies for delivering information/analytics solutions to key stakeholders and leading the design and oversight of business intelligence and reporting tools.
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- Lead and collaborate with other business units in the development of business models for use in MTN Ghana and develop measurement strategies to support ongoing strategy development and project optimization.
- Ensure full compliance with telecommunications license provisions, sector regulations and competition laws.
- Drive fixed broadband subscriber growth, ARPU uplift, and churn reduction.
- Identify and execute partnership opportunities, including real estate developers, and enterprise clients.
- Lead pricing, bundling, and promotional strategies to improve competitive positioning.
- Develop and implement reseller agreements, distribution strategies and other sale opportunities.
- Review FBB Sales performance/market information and Customer management matrix, provide executive management with timely feedback on response actions in keeping with set business objective and goals and develop contingency plans as required to address shortfalls or excesses.
- Serve MTN Ghana’s customers and provide solutions to improve the customer experience.
- Partner effectively with MTN Ghana’s critical high value customers to enhance MTN’s Corporate Brand
- Develop and implement an effective account management strategy which includes contact strategies, account development planning and sales pipelines.
- Improve MTN Ghana’s Net Promoters Score
- Develop strategies and champion customer centric culture across the organization and develop/reform relationships with MTN’s internal and external customers to transform the MTN Ghana’s revenue.
- Drive planned strategy for the successful delivery of MTN Group and MTN transformation initiatives focusing on Customer centricity and the cultural transformation Project.
- Work closely with customer service, technical, and operations teams to improve service quality and satisfaction.
- Maintain effective working relationships with internal and external suppliers.
- Deliver business value through partnership with MTN Ghana’s Ecosystem Partners
- Support the sales and retention of MTN Ghana broadband solutions by developing effective counterpart relationships and partnerships.
Education:
- A first degree in Business Administration/ Marketing/ Engineering, or any other relevant discipline
- An advanced degree, preferably in a business-related discipline (e.g., MSc, MBA, etc.), is preferred.
- Professional certification is a plus
- Scrum and Agile
Experience:
- 10 years of experience in retail sales and customer management, including:
- Senior management track record of 8 years or more in the relevant sector or industry as per the relevant role
- Experience working in a global or multinational enterprise (understanding emerging markets is advantageous)
- Work experience across diverse cultures and geographies will be an advantage.
- Experience in managing a national sales force.
- Experience in developing sales strategies and performance metrics.
- Commercial experience in a relevant sector
- Experience in identifying new markets.
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Professional/Technical competencies:
- Business Performance Measurement & Management
- Business Process Improvement
- Computer & Information Technology Appreciation
- Financial Acumen
- Marketing Research
- Performance Appraisal
- Product & Service Advice & Support
- Resource Efficiency
- Sales Planning & Opportunity Management
- Strategic Thinking
- Telecommunication Business Savvy
- Planning and Budgeting
- Data Science (big data analysis)
- Marketing and Sales Acumen
- Leadership
- Market Awareness
- Service Orientation
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