Role Overview

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

Requirements

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

Benefits