Account Manager - Partner.Commercial Operations SA

Account Manager - Partnerships (Cape Town) Mission/ Core purpose of the Job:Support and assist the Sales Manager with the implementation and management of operational and promotional plans within assigned accounts, ensuring effective delivery and support of strategy and macro-plans as defined by the Key Account Manager.Context:Fast moving industry with constantly changing business requirements and technologiesFluid complexities of customer expectations and demandsHighly competitive market with new and established competitors and aggressive competitor strategy and deliveryHighly dynamic and fluctuating Telecommunications and ISP industryTotal customer experience for MTN brandConstantly changing consumer and market needsMarket dynamics and developmentsMTN policies, processes and proceduresRegulatory industry norms govern MTN and partnersHighly pressurized, deadline-driven environmentHighly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarksParticipative environment – highly diverse and team-focusedResponsibilitiesKey Performance Areas:Key Tasks:Input into Operational PlanningProvide 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 furtherProvide input into the fine tuning of processes, systems and support in line with changing work practices.Account ManagementMaintain 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 SatisfactionBuild 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 ControlUtilize 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 approachBuild employee relations and collaborative teamworkBuild professionalism, loyalty and commitment to the organizationCommunicate actively and effectively resolving any potential conflicts that may ariseHave the self insight and flexibility to adapt to different situationsLive the MTN Brand – change and influence employees behaviourCompetenciesSkills / physical competencies:Planning skills – plan, prioritise, resource allocation and deliver on timeAnalytical skills – weighing up the pro’s and con’s; making sense of informationComputer literateProblem solving skillsConflict management skillsCommunication skillsNegotiation skillsPresentation skillsAbility to meet deadlinesProject management skillsBusiness acumenPresentation SkillsBehavioural qualities:Assertive – being tough when necessary without fear or favourCourage and conviction – challenging the status quo and breaking down silo barriers to performance, and overcoming resistance to changeResilience – to repeatedly challenge despite setbacks and resistanceProactivity / initiative – to introduce ongoing changes to maximise productivity and influence the futureFocused and priority driven – staying focused amidst the multiple demands and expectationsInnovativeCustomer centricityAccuracy and attention to detailDecisive and action-orientedDiplomacy and tactRelationship builder – strong people focusOperate with integrity (high ethics)Pressure / stress toleranceConsultativePerseveranceTeam-orientationAbility to take initiative and work both in isolation and be a team playerHigh balanced leadershipRelationship building both internal and externalIntegrityEffective Communicator.Ability to handle fast pace and rapid change in a consultative mannerKPA Quality Standards/ Measures (KPI’S for job)Achievement of sales, retention, customer development and revenue targets for the assigned accountsAccurate forecasting of acquisition numbers, retention numbers and stock required within assigned accountsCustomer satisfaction indexCMAT targetsAchievement of customer and internal KPA’sTimely reporting and the accuracy thereofImplementation of operational and promotional plansQualificationsMinimum RequirementsEducation:Minimum of 3 year Degree / Diploma in Commerce ( Sales / Financial /Marketing / Communication) or relatedExperience:At least 3 years of experience in the telecoms industryExperience in Account Management is essential, preferably in fast moving industryICT Experience (GSM) is preferableMinimum of 3 years’ experience in a area of specialisation; with experience in supervising othersExperience working in a medium organizationTraining:Products and ServicesTelecommunicationsGSM technologyContract appreciation and business-related coursesCompanyAs part of MTN’s recruitment process, your personal information may be processed using secure Artificial Intelligence (AI) technology to assist with the shortlisting of candidates. This is done in compliance with the Protection of Personal Information Act (POPIA). By applying for this position, you consent to the processing of your personal information for recruitment purposes. All data will be handled securely and used solely for evaluating suitability for the role.


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