Account Manager – Commercial Operations MTN
- Job Overview: Account Manager – Commercial Operations SA
- Company: MTN South Africa
- Location: Bloemfontein, Free State
- Employment Type: Full-Time
- Industry: Telecommunications / ICT
- Reports To: Senior Account Manager
- Published: Recently
Job Purpose
The Account Manager – Commercial Operations SA supports the Senior Account Manager in managing, implementing, and executing operational and promotional plans within assigned accounts. The role is focused on driving profitable growth, improving customer satisfaction, and ensuring that MTN’s business objectives are achieved through effective account management, project execution, and customer engagement.
Key Responsibilities
1. Driving Profitable Growth for MTN Business
Achieve weekly, monthly, and annual sales targets by managing and targeting new business opportunities.
Identify and pursue new customer acquisitions, including “New Logos” and “Win-back Logos.”
Engage in cold calling, lead generation, and trade shows to secure new business.
Provide strategic input into operational and promotional planning to drive revenue growth.
Monitor and report on competitor activities and recommend opportunities for business expansion.
Identify innovative sales approaches to maximize incremental recurring revenues.
Collaborate with Revenue Quota-bearing sales personnel for post-acquisition management.
2. Account Management
Manage and maintain relationships with assigned accounts to increase MTN brand influence and customer loyalty.
Resolve escalated client issues promptly or escalate to senior management when necessary.
Provide regular performance and progress reports on accounts.
Recommend process improvements and contribute to system fine-tuning to enhance operational effectiveness.
3. Customer Experience Management
Ensure all customer queries are resolved within agreed SLA timeframes.
Monitor service quality to ensure products meet customer specifications and expectations.
Maintain a customer-centric approach by considering the impact of all actions on the customer experience.
Deliver professional advice and guidance to optimize customer satisfaction and retention.
4. Governance and Quality Control
Ensure all practices align with legislative, industry, and company compliance standards.
Maintain quality control throughout account management processes.
Continuously seek feedback and implement improvements in service delivery and customer satisfaction.
5. Project Management
Develop, implement, and track project plans and deliverables.
Coordinate project reporting, ensure compliance with procurement and contract policies, and manage risks.
Facilitate collaboration between teams to ensure on-time and quality project execution.
6. Business Analysis & Process Improvement
Perform business analysis to identify process improvement and optimization opportunities.
Benchmark practices and conduct business case development for new initiatives.
Recommend process and system enhancements to improve operational efficiency.
Identify innovative, cost-effective methods to achieve business objectives.
Leadership & Collaboration
Promote a customer-focused, team-oriented culture.
Build professional relationships with internal departments, partners, and clients.
Communicate effectively to resolve conflicts and maintain collaboration.
Serve as a brand ambassador, embodying MTN’s values and vital behaviours.
Minimum Requirements
Education
3-year Degree or Diploma in Commerce, Marketing, Financial Management, or Communication (or related field).
Experience
Minimum 3 years’ experience in Account Management or Business Development, preferably in a fast-moving telecommunications or ICT industry.
Experience in Large Enterprise sales preferred.
Proven record as a Hunter in acquiring new business.
Training
MTN Products and Services
ICT Technology
Contract appreciation and business-related courses
Core Competencies
Head – Strategic & Analytical
Big Picture Focus: Aligns tactical activities with strategic goals.
Analytical Thinker: Interprets data to support decision-making.
Problem Solver: Identifies issues and proposes effective solutions.
Heart – Emotional Intelligence
Culture and Change Champion: Models ethical and adaptable behavior.
Relationship Manager: Builds strong, trust-based relationships with clients and colleagues.
Hands – Results Driven
Results Achiever: Meets and exceeds business targets.
Operationally Astute: Organizes priorities and ensures execution efficiency.
Working Conditions / Tools of Trade
Flexible working hours required.
Frequent local travel may be necessary.
Must operate effectively in a high-pressure, deadline-driven environment.
Key Stakeholders
Internal: Enterprise Business Unit (EBU), Sales Teams, Bid Managers, Marketing, Technology, IS departments
External: Corporate Clients, Business Partners, and Suppliers