CRM Manager | MTN

As the CRM Manager at MTN South Africa, you will join a dynamic team of experts responsible for optimizing Bayobab’s global fixed/mobile connectivity infrastructure. Your role involves overseeing CRM management for Bayobab, catering to both internal (MTN Group OpCos) and external (third-party carriers, ISPs, MNOs, and digital players) customers. You’ll develop initiatives to strategically position connectivity services, maximizing revenue from MTN Group’s network capacity and assets like satellite. Leading the Bayobab CRM platform, you’ll support sales, pre-sales, commercial, and provisioning teams, ensuring efficient operations.

RESPONSIBILITIES Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)

As the CRM Manager, you’ll be responsible for:

1. Driving global wholesale business growth, capturing revenue from both internal and external customers.
2. Managing customer relationships throughout the sales lifecycle, aligning with wholesale strategic guidelines.
3. Ensuring timely implementation and delivery of CRM platform systems and customer corridor processes.
4. Monitoring customer satisfaction across wholesale sales/delivery processes.
5. Customizing CRM tools to manage opportunities effectively, from inception to delivery.
6. Developing CRM plans and roadmaps.
7. Establishing user-friendly reporting systems with internal and external data sources.
8. Ensuring digital tools align with Bayobab’s operating model and processes, enhancing flexibility and future-proofing.
9. Streamlining time-to-market processes and automating where necessary.
10. Promoting CRM best practices within Bayobab and collaborating on business cases for sales forecasting.
11. Innovating Go-To-Market (GTM) strategies to boost product demand.
12. Managing wholesale activity performance and contributing to consolidated reports.

QUALIFICATIONS Job Requirements (Education, Experience and Competencies)

Education:

• Minimum 4-year academic degree in Business Administration, Commerce, or Marketing/Engineering.
• Proficiency in English, French, and Arabic is advantageous.

Experience:

• 3+ years of CRM experience in telecommunications, preferably in wholesale/enterprise/carrier environments.
• Essential experience with Salesforce and/or Siebel project implementations.
• Proficiency in Project Management & Agile Scrum methodologies.
• Desired experience in fixed connectivity and submarine cable businesses.

Competencies:

• Understanding of fixed connectivity infrastructure wholesale landscape, particularly in emerging markets.
• Strong grasp of internal processes for effective order fulfillment.
• Excellent networking skills to build professional relationships.
• Effective oral and written communication abilities.
• Strong analytical, organizational, and planning skills.
• Proficiency in computer literacy and project management.
• Entrepreneurial mindset.