Manager Research – MTN – Roodepoort

To provide validated and up to date customer information and market trends within the goals of Pricing, Research and Intelligence. Serve as a subject matter expert conducting relevant research and provide insights that will guide the Marketing Strategy and related actions.

Education:
• 3 year Degree / Diploma in Commerce (Marketing / Communication) or related
Marketing/Research/Psychology/Statistics Degree or relevant qualification preferred

Experience
• Minimum of 5 years’ experience in a area of specialisation; with experience in supervising/managing others
• Experience working in a medium to large organization

Key Performance Areas:
Operational Insight
• Acquire, collate and disseminate information on competitors and translate into insights for the business strategy, brand, positioning offer, pricing, communication, KPI’s, etc.
• Evaluate competitor activity and influence and put contingency plans in place
• Conduct national and international benchmarking studies
• Translate primary and secondary research information into actionable reports
• Drive best practice, continuous improvement and innovation at process and procedure level
• Consider local conditions, as well as competitor activity
• Develop processes, systems and tools for excellence to facilitate optimal functioning of Segmentation and Value Proposition Development
• Identify and exploit new opportunities in the market to help grow the business further
• Manage resources (people, finances and products), taking local conditions into consideration
• Identify innovative ways to use minimum resources to achieve maximum outputs
• Develop the functionality of the department by improving processes continuously
• Manage and optimise the Market Research for Pricing, Research and Intelligence
• Provide a credible knowledge and reliable interface between the marketing, the business and other relevant stakeholders

Research Support
• Leading and project managing both primary and secondary research commissions
• Work with Segment Managers, CLM, Regional Marketing, Product Development and other business stakeholders to identify needs that can be addressed through research
• Ensure the provision of ad hoc analysis and summary information as required by Segments, Channels, Brand, etc.
• Work with internal business stakeholders, the Marketing Support team, as well as Segment teams to ensure that the organisation’s objectives are achieved in terms of research
• Implement marketing research and exploit findings effectively to develop market share as per MTN’s segmentation model
• Position, implement and evaluate relevant research as a strategic business resource
• Manage end-to-end systematic analysis and research requests
• Effectively manage projects aimed at building a knowledge base of consumer experience insights
• Integrate information from multiple resources
• Guide internal stakeholders in the implementation of relevant actions
• Act as the voice of customer experience to the business
• Communicate regularly and coordinate input from key individuals across the business
• Distribute insights around research to relevant stakeholders via presentations, workshops and training
• Advise internal users on best approach and actions to be taken on results
• Encourage informed decision-making throughout the business
• Manage research suppliers and multiple research projects on customer experience
• Identify and manage research priorities
• Identify and share innovations in research techniques and methodologies with the business
• Champion the importance of consumer and business insights as well as data.

Continuous Improvement
• Advise internal users on the best approach and actions to take based on intelligence gathered
• Develop systems, processes and tools to ensure excellence in gathering and exploiting relevant information
• Develop and manage quality market information databases
• Build a culture of reliance on validated competitive intelligence data through ongoing communication and service excellence

Customer Satisfaction
• Align service delivery to changing needs of the business
• Understand internal stakeholder and customer needs and develop and fine-tune systems accordingly
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
• Put contingency plans in place to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Drive continuous improvement as an important element of service delivery
• Identify trends and patterns pertaining to customer requests and needs to continually improve all aspects of service delivery

Operational Planning
• Align operational targets to business strategy
• Consider the long term (1-2 years) implications of actions from a more broad perspective
• Consider the impact of solutions on other areas of the business, as well as the interdependency of units
• Drive best practice, continuous improvement and innovation at process and procedure level
• Consider local conditions, as well as competitor activity
• Construct, implement / fine-tune methods, processes / systems to enhance effectiveness / meet organisational goals
• Fine tune systems in line with changing work practices, providing the context for those producing goods and services
• Put contingency plans in place
• Identify and exploit new opportunities to grow the business further
• Manage resources (people, finances and products), taking local conditions into consideration
• Identify innovative ways to use minimum resources to achieve maximum outputs
• Actively participate in required CMO & CSSO forums contributing towards strategic decisions concerning competitive positioning

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