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 Care

Can-do with Integrity

Collaborate with Agility

Serve with Respect

Act with Inclusion

- Provide inputs for digital services in the business planning cycle
- Timely issue and execute quarterly cycle plans
- Continuously monitor progress on digital services targets, and take appropriate corrective actions when and where necessary.
- Perform effective digital services management :
o Identify and/or define services that will bring value to MTN
o Source and evaluate third-party providers for the delivery of identified/defined services
o Negotiate contract terms with third-party providers for the delivery of identified/defined services
o Project-manage the on-boarding of third-party providers/services within the MTN environment
o Perform product marketing or ensure execution by third-party provider
o Perform lifecycle management of services by continuously evaluating the viability of MTN’s services portfolio and driving the retiring of non-viable services
- Perform periodic third-party providers’ evaluation and provide recommendation for corrective actions
- Propose and supply services to Consumer and Premium & Business Segments as per business requirements
- Research trends and best practices within the TMT (Telecoms, Media and Technology) industry and regularly benchmark MTNC digital practices and offers with other players worldwide.
- Propose and implement relevant new processes when applicable and ensure improvement of existing processes.
- Monitor and assess market, competitors and technological advancements and, when applicable, propose the development of products and services relevant to the portfolio
- Provide 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 standards.
- Analyse and document end-to-end digital services related customer processes through the lens of the customer and highlight redundant and/or necessary activity by the customer, pain points for the customer and general process inefficiencies
- Integrate the customer’s perspective into the assessment of MTN Cameroon’s policies and processes;
- Design 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.
- Use digital services specific customer data to provide recommendations that remove unnecessary touchpoints, eliminate pain points and increase delight points;
- Manage operational implementation plans, derived from strategic objectives;
- Forecast potential pitfalls and proactively redesign processes or user experience journey in order to prevent and/or eliminate them;
- Drive process improvement and alignment organization wide, aimed at monitoring performance, identifying and addressing gaps in customer experience based on direct and indirect customer feedback;
- Manage inter-functional relations to ensure synergy across the various departments towards executing segment or business stream strategy;

Reporting

• Develop and produce periodic reports as and when required

• Review reports on specific projects as per the defined timelines as and when necessary

• Report end-to-end projects and the performance as well as challenges and actions for improvement

• Periodically provide input into the review of reports relating to progress made within the sub-division and in accordance with the measurement metrics set by the organization

Education / Business Degree

Minimum of 3-year degree in Marketing, Engineering or Business Administration
Masters advantageous

Fluent in French and English

Work Experience

Minimum of 2-3 years’ experience with successful track record in Digital Services, and 5 years’ experience in telecoms environment
Experience in supervising/managing others
Work experience in mobile data services would be an advantage
Work experience in an OTT organization would be an advantage.

Training

GTM- Product Lifecycle Management
Digital Marketing certificate
System Analytics
Customer Analytics and Campaign Management
Financial modeling in Excel
FLIGHT (if applicable)
LEAP- Leading People
A.P.E
Line Manager Effectiveness
Coaching and Mentoring
COS programs
Harvard Leading teams

Knowledge

• Good understanding and knowledge of digital services and ecosystem

• Good understanding and knowledge of content, entertainment and e-commerce businesses

• Knowledge of consumer behavior and market dynamics

• Understanding and knowledge of mobile data business

• Understanding of mobile financial services and ecosystem

• Understanding of telecoms charging and service delivery platforms

• Understanding of mobile technology as well as national and global trends

• Understanding of the factors impacting consumer demand

• Business and financial planning

• Understanding of Customer Experience and User Interface (UI) principles

• Knowledge of Digital Rights Management in the entertainment business

Fluent in French and English

Skills

• Presentation and documentation skills and ability to present ideas and information clearly

• Assertive and strong “can-do “attitude combined with an ability to prioritize resources to get maximum outputs

• Strong detail focus - attention to detail and accuracy

• Proactive, self-starter, self-manager and tenacity in findings solution to problems

• Highly creative, energetic and imaginative with strong conceptual skills

• Skills in search for new ideas, trends and principles

• Systems thinking – understanding the “big picture”

• Strong learning, planning and analytical skills

• Conflict management and interpersonal skills

• Excellent verbal and written communication and coaching skills

Ability to:-
o Influence peers, clients and suppliers
o Work in a fast-paced, deadline and high pressure driven environment
o Multitask and take direction from multiple sources
o Adapt to shifting priorities, demand and timelines

Behavioral Qualities

Unify people/Build a team
Strongly details oriented with strong organizational and analytical skills
Problem Solver
Operational Value Creator
Culture and Change Champion
Supportive People Manager
Relationship builder and Manager
Results Achiever
Operationally Astute