Manager - CRM at MTN Nigeria

Mission/ Core purpose of the Job

The CRM Manager will form a part of a highly skilled group of commercial, technical and management experts who are responsible for wholesaling and leveraging Bayobab global fixed / mobile connectivity infrastructure, within the MTN Group and developing the external business for 3rd party carrier providers.   

The role will overview the CRM Management needs of Bayobab. The Manager will cater to internal customers (MTN Group OpCos) and external customers (3rd parties, e.g. global carriers, ISPs, MNOs and digital players) when it comes to the fulfilment of orders. The role will develop and define initiatives to assist in strategic positioning of connectivity services to maximise revenues from MTN Group’s fixed / mobile network capacity and connectivity, as well as other assets (e.g. satellite).  

The Manager will lead Bayobab CRM platform, the main tool for the following teams: sales, pre-sales, commercial, provisioning. Legal & Finance teams also support the sales activities. 

RESPONSIBILITIES

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

The Manager: CRM and Digital will be accountable for the following: 

• Assist the Sales Teams to drive the global wholesale business to capture incremental revenue both internally (from OpCos) and externally (from 3rd party customers)  
• Manage the customer relationship throughout the sales lifecycle while adhering to the wholesale strategic guidelines to sell fixed infrastructure for global 3rd party customers, such as digital players and global carriers 
• Ensure on-time implementation and delivery of systems around the CRM platform and customer corridor (call-to-cash processes) 
• Measure full customer satisfaction over the wholesale sales/delivery process 
• Tailor and customize the pipeline tool/CRM to effectively manage and report on opportunities from inception to delivery and implementation 
• Responsible for CRM plan & road map   
• Develop a connected internal data source to provide a user-friendly reporting system with visual reporting and can present activities in progress 
• Enrich internal data with external data sources  
• Ensure digital tools are flexible, future-proof and developed based on the Bayobab operating model and processes  
• Simplify, improve and reduce time to market (cash-to-call) 
• Ensure automation with external parties (when necessary) 
• Act as CRM Evangelist within Bayobab (with ambassadors) to engage colleagues with CRM best practices (e.g. capturing all customer interactions) 
• Work on business cases for both internal and external sales forecasts to assist in forecasting revenues and demand for Bayobab services 
• Grow product demand via innovative combination of GTM strategies, pricing, financing and services 
• Manage performance of the wholesale activities and provide it as input to consolidated reports 

Job Requirements (Education, Experience and Competencies)

Education  

• Minimum 4 Year Academic Degree in (Business Administration, Commerce or Marketing/Engineering)  
• English, French and Arabic (as advantage)  

Experience  

• 3+ years’ experience in CRM combing strong business and digital solution skills within the telecommunication space, preferably in the wholesale/ enterprise / and carrier environment
• Project Management skills
• Fixed connectivity and submarine cable business experience (desired)  
• Understanding of the fixed connectivity infrastructure wholesale landscape with a focus on emerging markets
• Good understanding of internal processes to manage fulfilment of orders effectively
• Strong networking skills to build Bayobab professional relationships  
• Effective oral and written communication skills
• Strong analytical, organisational and planning skills to execute commercial reports  
• Strong computer literacy
• Project management skills
• Entrepreneurial mindset