Mtn is recruiting a Coordinator – Value Proposition, Go-To-Market, Experience Design and Digital.
- Douala, Littoral, Cameroon
Curious about us? Read on!
Discover more about our company at the end of this section.
POSITION OVERVIEW
MTN Cameroon is a purpose-driven and value-oriented company.
We believe in understanding our employees’ needs and aspirations to create a fulfilling work experience. We foster an environment where every team member feels heard, valued, and empowered. Our core values guide our actions and decisions, ensuring integrity and authenticity.
Our mission is to build an engaging and rewarding workplace where individuals can express themselves, flourish, and reach their full potential. We strive for a collaborative atmosphere that fuels creativity, innovation, and productivity, ultimately leading to meaningful outcomes.
We are committed to partnering with our employees, customers, and stakeholders to achieve shared objectives.
Our Core Values: “LIVE Y’ello”
Our values, known as LIVE Y’ello, are the foundation of our company culture.
- Lead with Care
- Integrate Can-do with Integrity
- Value Collaboration and Agility
- Empower through Respectful Service
- Yield to Inclusion for All
KEY RESPONSIBILITIES
Strategic Planning and Execution
- Deliver reports and insights to shape and advance the functional strategy, aligning with broader business objectives.
- Ensure precise and prompt reporting for ongoing review of the functional strategy, roadmap, and performance, adapting to the evolving internal and external landscape.
Operational Excellence
- Contribute to business planning by providing input on digital services.
- Issue and execute quarterly cycle plans on time.
- Continuously track progress towards digital services targets and implement necessary adjustments.
- Manage digital services effectively, identifying or defining services that enhance MTN’s value.
Partner and Service Management
- Source and assess third-party providers for identified/defined services.
- Negotiate contract terms with third-party providers for service delivery.
- Oversee the integration of third-party providers/services within MTN’s environment.
- Execute product marketing or ensure its execution by third-party providers.
Service Optimization
- Conduct ongoing service lifecycle management, evaluating the viability of MTN’s services portfolio and retiring non-viable options.
- Periodically assess third-party providers and recommend corrective actions.
- Offer services to Consumer, Premium, and Business segments as per business needs.
Market and Competitive Intelligence
- Research trends and best practices in the TMT industry, benchmarking MTNC’s digital practices and offerings against global competitors.
- Propose and implement relevant new processes, refining existing ones for improvement.
- Monitor and evaluate market trends, competitor activities, and technological advancements. Propose development of relevant products and services for the portfolio.
Customer Experience Enhancement
- Provide user experience journeys for digital services requirements, aligning with user experience design best practices and standards.
- Analyze and document end-to-end digital service customer policies and processes, identifying inefficiencies, pain points, and redundant activities to enhance efficiency and satisfaction.
- Design user experience journeys that adhere to best practices and standards, ensuring positive and consistent interactions with the MTN brand across all digital touchpoints.
Proactive Problem-Solving and Continuous Improvement
- Anticipate potential issues and proactively redesign processes or user experiences to prevent or resolve them.
- Drive organization-wide process improvement and alignment, monitoring performance, and addressing gaps in customer experience based on direct and indirect feedback.
- Manage cross-functional relationships to ensure synergy among departments in executing segment or business stream strategies.
Governance
Operational, Tactical and Strategic Meetings
- Collaborate on all project initiatives.
- Assess and address critical risks, issues, and dependencies.
- Contribute to strategic discussions as needed.
- Provide insights for risk mitigation and control measures.
- Offer input on change proposals, policies, and procedures.
- Foster a collaborative, company-focused approach with other teams, ensuring alignment with Group governance principles.
Escalations
- Manage and resolve escalations that impact service delivery timelines.
- Elevate issues with potential for significant time, scope, employee/customer, or cost implications.
- Address and resolve issues requiring formal solutions.
Function Tactical
- Contribute to the development of functional objectives, targets, and budgets.
- Identify and document key risks, issues, and dependencies, proposing mitigation actions.
- Prepare documentation for decision-making and approval of tactical adjustments.
Performance
- Monitor performance against established KPIs and their adherence to SLAs and reverse SLAs.
- Review and oversee continuous improvement plans.
- Ensure alignment of execution with divisional strategy.
- Continuously monitor performance, adapting strategies and actions to achieve targets.
Reporting
- Provide regular reports on progress within the function, based on agreed-upon metrics.
- Deliver ad hoc reports on specific projects as needed.
Budgets
- Manage sub-divisional budgets aligned with business objectives.
- Oversee project or initiative budgets in accordance with business goals.
QUALIFICATIONS
Education:
- Bachelor’s degree (minimum 3 years) in Marketing, Engineering, or Business Administration.
- Master’s degree preferred.
- Fluency in French and English.
Experience:
- Minimum of 2-3 years of proven success in Digital Services, with 5 years in the telecommunications industry.
- Experience in mobile data services or Over-The-Top (OTT) organizations is advantageous.
- Comprehensive knowledge of digital services, content, entertainment, and e-commerce.
- Deep understanding of consumer behavior and market dynamics.
- Familiarity with mobile data, mobile financial services, telecoms charging and service delivery platforms, mobile technology, and industry trends.
- Strong grasp of Customer Experience and User Interface (UI) principles.
- Knowledge of Digital Rights Management in the entertainment sector.
- Skilled at identifying new ideas, trends, and principles.
- Ability to thrive in a fast-paced, high-pressure environment with tight deadlines.
