• Reporting to the Chief Marketing Officer, the holder will be responsible and accountable for product marketing brand and marketing communications, trade marketing and marketing effectiveness. Principal accountability and measurement of success will be on achieving set objectives on brand KPIs, net promoter score and marketing contribution to product penetration, segment growth and overall revenue and transaction
• Responsible for implementing brand management architecture and communications that are congruent with MTN Liberia ’s marketing strategy, brand and value propositions.
• Responsible for planning & executing the Go-To-Market (GTM)strategy for all Lonestar Cell MTN initiatives.
• Responsible for developing marketing & communications strategies based on customer insights.
• Responsible for defining the end-to end customer experience across products, channels a customer segments and monitors the implementation of the defined experience
• Responsible for planning and managing various projects across the business

• Be the chief custodian of the MTN brand in Liberia with responsibility for the development of all MTN brand communication assests and KPIs
• Strategy Insights: Build marketing strategy around customer insights
• Draw inspiration and data from varied sources and integrate data in a creative manger to arrive at the desired results as per the annual Operating plan.
• Translate the annual business plan into an annual marketing plan wth clear and measurable programmes across segments, proxducts and branding building
• Identify Opportunity : Quanti Ty every activity by leveraging data, conducting research & analysis.
• Experiment to identify highest value opportunities for communication channels to users, partners and stakholders
• Campaign Planning & Proiritization : Structure communications in a milestone-vs. Time-based fashion to meet the requirement of the business as per the Annaul opening plan

• • Be pathway-independent : in devising communication stratgies, meaning that it’s not about a ‘One Size Fits All’ approach but about choosing the right ‘Horses for Courses’
• New Communication Channels : Help develop channel efficiency and effectiveness for campaigns to maximize impact and growth while leveraging the mass appeal of the traditional channels and not missing out in the Net positive impact on the Band for media strategy
• Partnership Development : Identify strategic partnerships to grow the brand and build awareness in the market. This could be campaigns co-funded by OEMs or even an Open Market Handset Tie Up or association with another brand

• • Content Crafting : Serves as the voice of the brand in the market, helping to establish content that is beautiful (lots of imagering attributing to overall brand strategy), approchable, fun youth-centric and action-oriented with help from the creative agency
  • Informing Promotional Spend Decisions : Acts as a thought partner to the CMO concerning decisions on how to best deploy the promotion budget to accelerate market peneration and market share capture
• Sponsorships : Leaveraging the roadmap and strategy and plan and execute sponsorships in such a way to get the Maximum mileages out of the budget. Use the association with the events to positively influence the youth affiliation toward the brand

• Drive greater end-to-end alignment with product and CVM teams in launching the products/propositions/initiatives roadmap
• Manage, inspire and mentor a team of Brand and Communication Professional and groom and nurture them to take up higher responsibilities in the future
• Regularly monitor brand trackers scores, and set action plans to achieve targets and KPIs.
• Work with the CMO to manage creative and media agencies
• Own and manage brand equity, drive brand positioning, ensure clarity and consistency in all marketing communication across all touch points
• Ensuring advertising and communication resonates and delivers world class Materials execution and positively contributes to the brand image
• Manage external agencies in creative development process and resourcing levels required to ensure delivery of ATL, BTL and digital advertising materials for execution
• Verify final artworks, radio scripts, storyboard and other materials and secure approval of CMO for execution.
• Collaborate with procurement to ensure quality delivery of marketing materials including but not limited to POSM, Collaterals and merchandizing materials
• Manage website content, optimization and e-commerce capabilities.

Media and Campaign Management

• Lead team to develop annual media plans and KPIs
• Manage the effective use of social media and digital marketing channels to deliver engaging communications to target customer segments
• Collaborate with supply chain in all media buying contract negotiation.
• Determine the most effective media mix for MTN Liberia with consideration for an effective utilization of paid, earned and owned media
• Continuously analyse media landscape and competitor’s media activities for feedback to the company.

• University degree in Administration, Commerce, Economic, marketing or Social Sciences
• Master degree will be a plus

Experience

• 5+ years relevant blended B2C/B2B marketing experience in relevant industries
• Revelant Leadership and Management experience with exposure to a marketing management role within a multinational environment in relevant
• Experince in planning and managing various projects across a fast-paced business environment

Knowledge and Skills:

• Proven record of practical public relations or communications experience at a strategic level
• Experience in brand and communications; journalism, public affairs, and community relation
• Wide range of contacts in both local and international media
• Proven ability on communications and stakeholder relations
• Management experience in a complex organizational change
• Good understanding of soci-political and economic environment
• Experience in organizational change
• Creative and critical thinking abilities with an eye for detail
• Excellent presentation, oral and written communication skills
• Ability to work under pressure and time constraints
• Computer literate and technology savvy
• Ability to work effectively with a wide range of cultures in a diverse community
• Willingness to travel to undertake events across the country
• Excellent interpersonal skills
• Knowledge of the MTN Brand
• Knowledge of best practices within the telecommunication industry
• Knowledge of local and international trends and markets
• Knowledge of Product management
• Knowledge of corporate consumer environment and factors impacting consumers demand
• Knowledge of Sales cycle
• Knowledge of consumer behaviour, market dynamics and research principles
• Knowledge and understanding of competitors product

Behavioural Qualities:

• • Conceptual Thinker
  • Problem Solver
• Improvement Driver
• Culture and Change Champion

• • Supportive People Manager
  • Relationship Manager
• Results Achiever
• Operationally Astute
• Commitment to the organization
• Good teamwork and coorperation

• To implement brand management and architecture and communications that are congruent with MTN Liberia Marketing strategy, brand, and value propositions

• To support the management of traditional media and branding operations and lead the execution of specific traditional media and branding projects as directed by the unit head.

• Defines the objectives of any advertising campaign or promotion and submit them to the advertising agency. Manage the day to day activities relating to advertising campaigns and external relations
• Assists with the development of advertising and promotional tools maintaining high quality performance in compliance with company Corporate Identity (CI) and quality standards as well as segment value proposition
• Contributes to the planning and implementation of exhibitions and sponsorships to ensure the appropriate representation of MTN Liberia brand
• Coordinates communications projects with vendors and contractors for the development and production of branded promotional materials, web site production and other collateral
• Review and edit existing promotional materials for marketing effectiveness, cross-selling implications and adherence to brand guidelines
• Contributes to and monitors content on MTN Liberia digital portals to ensure currency and conformance with communications strategy and standards
• Ensures a positive perception of the company and its brands through the development and effective implementation of communications in the public arena. Liaises with relevant functional units to ensure delivery of integrated and consistent campaigns
• Drive continuous improvements as an important element of service delivery
• Prepares and presents to the manager, Brand & Communications weekly, monthly, quarterly and annual reports in agreed formats and on a timely basis
• Stays abreast of developments in areas of expertise and performs to the highest ethical and professional standards
• Develop, implement and advise relevant teams on activties that impart positively on the Brand KPIs.
• Support with Creative development, Media buying and placement
• Ensure brand CI consistency across all media and Customer touch points
• Provide support and where necessary lead sponsorship projects and events to deliver measurable value to the business
• Work with media, event and PR agencies to provide appropriate support to other departments where needed
• Provide agencies with briefs to serve as reference guide for creative development, event activation and media buying
• Manage relationships with other departments partner agencies, bodies, suppliers, stakeholders and rights owners to achieve objectives
• Carries out any related duties that will enhance the mission of the job

Role Complexity :

• Brand, Value proposition, and Corporate Identity Management
• Support in the evaluation of media opportunities and make appropriate recommendation to the business and inform partners of MTN decision Develop working relationship with all third parties/agencies and engage them effectively, proactively protect the interest of MTN at all cost.
• Liaise with media agency to ensure that all media reconciliations are closed two weeks post
• Ensure that all relevant internal communications are placed on time on relevant channels exhibition of professionalism
• Ensure contract are signed on due dates, payment made on time
• Evaluate the impact of sponsored events and make appropriate recommendations to the business
• Identify resource required and coordinate resource to deliver excellent execution, complying with laid down PPP
• Identify resource required and coordinate resource to deliver excellent execution, complying with laid down PPP
• Assess sponsorship request and make recommendations to the business and inform partners of the Company’s decision

Creativities (Improvement/innovation inherent) :

• Identify innovative ways to use minimum resources to achieve maximum outputs
• Creative and cost effective initiatives to deliver on objectives (innovative media formats, innovative negotiation policies with agencies etc.)
• Innovative leveraging tactics and plans giving the brand maximum exposure
• Build and maintain exceptional relationships with stakeholders in the market place to ensure speedy response times
• Adapt management of teams and encouraging buy-in to the shift in focus and culture

• University degree, preferably in engineering, marketing and/or business administration. MBA preferred.

Experience

• Minimum of 3-year degree/diploma in Commerce (Marketing/Communications) or related

Important competencies required for the position:

Must be a Role Model of ethical practices by living the MTN Values of : Leadership ; Innovation ; Relationship ; Integrity ; Can Do & adopt the MTN Vital Behaviours of : Complete Candour; Complete Accountability; Active Collaboration; Get-It-Done; for others to follow

Knowledge/Technical competencies :

• • MTN Brand and CI
  • MTN Liberia business products, policies and services
  • Cellular telecommunications best practices
  • Local and international trends and markets
  • Product management knowledge
  • Understanding the regulated environment
  • Corporate and consumer environment knowledge and factors impacting consumer demand
  • Segment management knowledge
  • Knowledge of customer value management
  • Knowledge of Sales cycle
  • Knowledge of consumer behavior and market dynamics and research principles
• Knowledge and understanding of competitors products

• Financial Understanding

Behavioural Qualities:

• • Conceptual Thinker
  • Problem Solver
• Improvement Driver
• Culture and Change Champion

• • Supportive People Manager
  • Relationship Manager
• Results Achiever
• Operationally Astute
• Commitment to the organization
• Good teamwork and coorperation

• To improve revenues and profitability through the complete assurance of revenues and minimization of leakage
• To support the local OPCO operations infrastructure for the performance of Revenue Assurance controls within MTN
• To support the performance of the control environment in an effective and efficient manner
• To support the incident management process relating to revenue and cost-impacting issues within MTN
• To support overall Revenue Assurance Shared Service operational performance and interfaces to customers (MTN operations)

• Analyze revenue reports to determine areas of improvement and determine appropriate plan of action
• Assist in developing revenue assurance culture across Lonestar
• Analyze revenue reports to determine areas of improvement and determine appropriate plan of action.
• Conduct pre and post risk assessment of all new products and facilitate the implementation of required controls to correct identified risks
• Develop KPIs for measuring Revenue Assurance performance and demonstrating ROI in the short term
• Ensure trend analysis and proper reporting of roaming and interconnect activities
• Examine financial data (calls emanating from other inter-carrier service providers and terminating on Lonestar’s network and vice-versa) for accuracy and compliance to policies, procedures, and specifications of Lonestar
• Identify “risks”; operational and financial impacts relating to the network and the billing system and any related systems and facilitate the implementation of required controls to correct identified risks
• Implement and manage revenue assurance controls for business including error handling, switch to billing audits, etc.
• Initiate and facilitate revenue assurance projects within Lonestar
• Lead the review of all revenue-related IT & network systems, following up with the implementation of recommendations
• Participate on or lead cross-functional teams to resolve revenue assurance issue and implement revenue assurance controls
• Perform any revenue assurance related requests made by the senior manager
• Review all rate tables within Lonestar billing system
• Review contracts and deal structures of roaming and interconnect partners
• Review of all revenue related reconciliation pertaining to inter-carrier finance to ensure data integrity
• Review pre and post launch cost-benefit analysis
• Review user acceptance tests for all products and ensure post implementation test exercise
• Work with appropriate teams to monitor trend and analyze monthly revenue reporting, bill cycle trend
• Apply Revenue Assurance and Fraud PPPs
• To assist with adhoc projects on site when required.

Fraud

• Research and document procedures and processes to control fraud
• Interface with all other functional areas of Lonestar on all fraud related issues
• Train and educate Lonestar staff and management in the appropriate use of fraud reporting / measurement tools and fraud
• Investigate and resolve fraud incidents promptly in conformance to documented policies
• Identify unknown fraud, behavioral patterning analysis and provide feedback into control development
• Complete report processing in line with operational requirements (e.g. high usage reports)
• Collect and present appropriate evidence according to documented incident handling procedures
• Support analytical needs for fraud operations
• Provide input to the monthly fraud management report
• Log all fraud queries and resolutions in the fraud management logbook
• Prepare presentation material denoting trending, key indicators, and performance that have impact on losses through fraud
• Recommend additional tools and methods that could be deployed in combating fraud
• Develop tests to challenge existing fraud processes and make recommendations for change
• Ensure alignment across the Sales and Marketing organizations on field sales needs and marketing initiatives, including coordination with budget management

• Business degree in Computer Science or Accounting or any other relevant discipline
• Part qualification in any recognized professional accounting scheme (ICAN, ACCA, CIMA, CPA)
• Certified Information Systems Auditor is desirable

Experience

• 4 years IT or System Audit and Data Analysis experience ; with experience in revenue accounting ; business process modelling and re-engineering; and/or financial and/or operational auditing methodologies and tools; experience in the telecommunication industry or any of the leading professional services firms is desirable

Must be a Role Model of ethical practices by living the MTN Values of : Leadership ; Innovation; Relationship; Integrity; Can Do & adopt the MTN Vital Behaviours of: Complete Candour; Complete Accountability; Active Collaboration; Get-It-Done; for others to follow

Knowledge :

• Auditing
• Business risk management
• General accounting
• Information systems
• Internal audit practice
• Legislation and compliance
• Planning and budgeting
• Problem solving
• Reporting
• Revenue assurance

Skills / physical competencies:

• Ability to learn quickly
• Ability to work under pressure
• Advanced communication ;
• Interpersonal and reporting skills
• Advanced computer skills
• Analytical skills
• Auditing skills
• Data analysis skills
• Financial acumen
• Financial analysis
• Financial skills
• Revenue assurance

Behaviour:

• Analytical
• Assertive
• Attention to detail
• Influencing
• Planning and organizing
• Quality assurance
• Results/Goal oriented
• Solution providing
• Taking initiative

• Responsible for the Profit and Loss of the Service Center
• Serves as the responsible and accountable party for the Services Center performance, level of customer satisfaction and level of professionalism

• Serves as the direct representative of the manager, making decisions on operational matter relating to daily activties at the Services Center

• Oversees all activities of the service center ;
• Manage the safe ; safeguard and secure stock
• Responsible to distribute stock to agents and prepare daily reconciliation
• Responsible for all cashier activities on the sales of stock
• Accurate stock counts and reporting : Conduct and/or take accurate inventory of all products at the service center
• Monitor agents and make inform decision on output and targets
• Immediately inform line manager, Senior Manager and Business Risks Management of any reports of shortage or overage;
• Disseminate Management’s views and aspirations to team members
• Adhere to customers experience mandate for improved customer satisfaction
• Ensure current branding of product and services and Oversee quarterly decoration of service center depicting specific seasons and theme for ambiance attraction in the service center
• Follow-up on issues from the service center to ensure they are quickly resolved and provide feedback on overdue issues or escalate in a necessary time frame
• Liaise with collaborating departments (Marketing/Network/IT/Finance/BRM/HR) for effective resolution of issues confronting assigned service center, section or tasks and risks ; and,
• Report daily/weekly to Branch Network Services Manager
• Attain monthly Key Performance Indicator (KPI) target assigned.

Supervisor /Managerial/ Leadership Complexity :

• Conduct regular weekly staff meetings to track staff performance(s), encourage feedback provide minutes of all meetings with staff;
• Build one-on-one relationship with team members;
• Schedule and plan staff annual leave and ensure that approved annual leave are log on the HRIS and taken on time
• Manage, monitor and ensure staff adherence to punctuality of attendance and lunch breaks
• Ensure strict adherence to the standard operating procedures of the service center at all times

• Set goals and objectives for direct reports, monitor progress and maintain motivation
• Manage performance of team.
• Identify staff training and development needs and implement necessary actions by ensuring that these gaps are covered
• Encourage staff to actively participate in the Group Culture Audit (GCA) Survey
• Recognize hardworking and committed staff under the HR Recognition & Reward Scheme (MTN Shine)
• Liaise with assigned HR Partner for help in implementing HR policies and procedures.

Role Complexity

• It is very important for the person in this role to have a fair understanding of the objectives and nature of the operations in the various technical and commercial functions in order to be able to effectively provide reliable customer care advice and guidance

Creativities (improvement/innovation inherent):

• • Use an innovative approach to solving problems, implementing within specified time and quality.
  • Propose ways and means of improve customer satisfaction and net promoter score.
  • Creation of business solutions and responses to risks at the service center.
  • Be innovative with regards to the implementation of standard operating procedures (within specified deadlines set).
  • Make suggestions to enhance and define the processes for further improvement of services.
  • Apply an understanding of which areas of the business need to be included when implementing approved suggestions on improved customer service.
• Negotiate and convince customers/subscribers on the usage of new products and services or other promotions to ensure their stability on the network.

Independent thought and Judgment:

• Independent thought and judgement is based on experience
• Independent thought and judgement should always be in strict alignment with the standard operating procedures of the service center.
• Development of business solution to ensure compliance, with actual solution to be approved by the various stakeholders.
• Changes in processes with regards to the implementation of the standard operating procedures.
• Use best practices to ensure compliance to customer experience, service center standard operating procedures, etc.

• Bachelor’s degree in any of the Natural Sciences
• Associate Degree or any tertiary diploma in Customer Service/ Sales & marketing/Point of Sales Management
• Relevant Certificates/accreditation/membership with professional bodies, is an added advantage.

Experience

• Minimum of three (3) years’ working experience, with proven track record, in branch management and customer care environment
• Minimum of three (3) years’ demonstrated experience in managing relations with customers, team and other relevant Stakeholders
• Worked across diverse cultures and geographies advantageous

Knowledge :

• Digital Savvy : Very good knowledge and skills of Microsoft office suite, with special skills in using MS PowerPoint, MS Excel, MS Word and other relevant software
• Ability to write comprehensive reports and communicate effectively with all levels of Management within MTN and with all types of Stakeholders
• Good knowledge of the distribution rules of engagement and customer experience and application of distribution standard operating procedures.
• Compliance Management

Skills /other Competencies :

• Manages the alignment and execution of tactical activities
• Has the mental agility to identify and solve relevant situational challenges
• Executes on innovative commercial practices and identifies areas for continuous improvement
• Is self-aware and supports team capability development through opportunity creation for realising potential
• Builds professional networks across industry through collaboration and co-operation to uphold the MTN Brand
• Drives team objectives and contributes to sustainability of results through ethical practices
• Clarifies priorities, plans, organizes and co-ordinates the work of others
• Excellente communication and presentation skills
• Strong determination to succeed
• Proven ability to think and present new ways of getting things done
• Proven track record of being a team player
• Strong Negotiation and influential skills
• Understanding the market from a general perspective
• Understanding best practices within the telecommunications industry

Behavioural Qualities:

• • Analytical Thinker & Problem Solver
• Operational Value Creator & Culture and Change Champion

• • Supportive People Manager & Relationship Manager
• Results Achiever & Operationally Astute
• Commitment to the organization

• Good teamwork and cooperation