The incumbent will assist to manage the MTN Website within Customer Business Unit. This role requires experience with end to end supporting of the website product including product delivery, sales, commercial management and fulfilment of customer experience.
The Product Specialist will support driving channel growth targets while also ensuring a consistently good customer experience across the full MTN Website ecosystem.
This individual will be proficient in website channel optimization with a broad digital knowledge that covers conversion rate optimization, e-commerce management, platform understanding, digital self-servicing, SEO, analytics, UX and how these are applied across websites.
Education / Business Degree
•3 year Degree / Diploma in Commerce (Marketing / Communication) or related
•Minimum of 3 years’ experience in an area of specialisation; with experience in supervising others
•Experience working in a medium organization
Key Job Responsibilities
•Assist to manage and execute a strategic roadmap that achieves growth, user engagement and monetization.
•While engaging with varying parts of the business prepaid / postpaid / digital / CVM to align, enable business as well as drive new features based on data and customer research
•Ensure tracking of success of each feature in terms of conversion and ROI.
•Implement and launch new products features
•Use market and competitive analysis, business goals, and technology capabilities to review opportunities
•Work with other channel specialists to understand what features are being on which channels and how the journeys are being done
•Develops deep understanding of customer needs/insights for the development of Website business products and services
•Supports to ensure competitive analysis of the Website experience for the business product and services domain
•Drive continuous improvement of our business products and services experience based on deep analytics and insights
•Ensure the website user experience substantiates our brand differentiation strategy
•Support web design activities and be obsessed with improving the Online user experience.
Commercial Online Capabilities
•To support Website technology roadmap and provides requirements for channel experiences
•Understands the product strategy and roadmap and co-ordinates with key cross function stakeholders
•Supports detailed requirements gathering and detailed designs of core capability
•Understands business models for investment assessment
•Supports detailed TNPS analysis
•Ensures that appropriate commercial overviews, business models and processes are in place for any Website product or service investment
•Supports international markets Online execution
•Manages the tracking of business benefits delivered by business roadmap implementation
•Supports the development of the relevant business cases to back up market deployments or extensions of capabilities
•Implement a robust reporting framework to include the definition of a KPI dashboard to monitor the overall health and track the achievements of the business product and services roadmap, business benefits and ensure delivery is on time, within scope and budget
•Monthly input to team leader & other key decision-making bodies
•Delivery tracking of business products and service into market
•Control and manage any allocated product budget and ROI
Leadership and teamwork
•Champion of change, positioning the Online Channel’s way of working as a model for customer led, brand experience, new company culture and organizational development
•Create a high level of employee engagement to deliver the leading customer experience in MTN
•Actively manage relationships and alignment with Technology and specifically the Customer Business Units
•Manage relationships with key suppliers where required
•Forge a close working relationship with local management teams
•Thought leadership to develop a Best in Class Customer Online experience
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